Welcome to ExamTopics
ExamTopics Logo
- Expert Verified, Online, Free.
Mail Us[email protected]
Menu
Servicenow Discussions
exam questions

Exam CIS-CSM All Questions

View all questions & answers for the CIS-CSM exam
Go to Exam

Exam CIS-CSM topic 1 question 142 discussion

Actual exam question from ServiceNow's CIS-CSM
Question #: 142
Topic #: 1
[All CIS-CSM Questions]

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

  • A. Set the Agent Experience (What agents see in their Workspace inbox)
  • B. Define Assignment Rules (How to assign work items)
  • C. Define Work Item Queues (Where to route)
  • D. Configure Service Channels (What to route)
Show Suggested Answer Hide Answer
Suggested Answer: B 🗳️
by RahulBhor at Dec. 8, 2022, 11:46 a.m.

Comments

Chosen Answer:
This is a voting comment (?) , you can switch to a simple comment.
Switch to a voting comment New
Submit Cancel
NokoNice
Highly Voted 1 year, 1 month ago
Selected Answer: B
B is the correct answer. Assignment rule: Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group. https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
upvoted 8 times
...
netvision_g
Most Recent 9 months, 1 week ago
Selected Answer: B
Assignment rule Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group. https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/task/awa-create-assignment-rule.html
upvoted 1 times
netvision_g
8 months, 3 weeks ago
About this task After installing the Advanced Work Assignment plugin and any relevant org-specific plugins, the following list outlines the basic planning and configuration steps that you must determine for AWA: Determine what to route – Configure the base service channels to be used. Determine where to route – Define the work item queues and the routing rules, execution order, work item sort order, and strategy. Determine how to assign work items – Define the assignment rules that determine the work items pushed to agents. Determine what the agent sees – Set the inbox card layouts and presence (availability) states that agents use in their Agent Workspace inbox.
upvoted 1 times
...
...
GWCLOUD2023
10 months, 3 weeks ago
Selected Answer: B
Assignment rule Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group. https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
upvoted 3 times
...
NokoNice
1 year, 1 month ago
Selected Answer: C
C is correct. https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
upvoted 1 times
NokoNice
1 year, 1 month ago
Ignore this answer of mine the correct answer is B. Assignment rule: Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group.
upvoted 2 times
...
...
sephereth
1 year, 1 month ago
Selected Answer: C
Explanation: Users with the awa_admin role determine: - What to route: Configure the base service channels to be used. - Where to route: Define the work item queues and the routing rules, execution order, work item sort order, and strategy - How to assign work items: Define the assignment rules that determine the work items pushed to agents - What the agent sees: Set the inbox card layouts and presence (availability) states that agents use in their Agent Workspace inbox. Source: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
upvoted 2 times
...
RahulBhor
1 year, 11 months ago
Selected Answer: C
https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
upvoted 2 times
benny888
1 year, 2 months ago
The doc seems to cite "Assignment Rules" (Assignment rule; Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group.)
upvoted 3 times
...
...

Get IT Certification

Unlock free, top-quality video courses on ExamTopics with a simple registration. Elevate your learning journey with our expertly curated content. Register now to access a diverse range of educational resources designed for your success. Start learning today with ExamTopics!

Start Learning for free
Community vote distribution
A (35%)
C (25%)
B (20%)
Other
Most Voted
A voting comment increases the vote count for the chosen answer by one.

Upvoting a comment with a selected answer will also increase the vote count towards that answer by one. So if you see a comment that you already agree with, you can upvote it instead of posting a new comment.

SaveCancel