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Exam CIS-CSM topic 1 question 87 discussion

Actual exam question from ServiceNow's CIS-CSM
Question #: 87
Topic #: 1
[All CIS-CSM Questions]

Advance Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? (Choose three.)

  • A. Skill seniority
  • B. Account team responsibility
  • C. Historical
  • D. Related task
  • E. Product expertise
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Suggested Answer: BCD 🗳️
by RahulBhor at Dec. 8, 2022, 1:30 p.m.

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netvision_g
8 months, 3 weeks ago
Selected Answer: BCD
E-book pág 129. https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/128
upvoted 1 times
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[Removed]
12 months ago
Selected Answer: BCD
https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-agent-affinity-concept.html
upvoted 2 times
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NokoNice
1 year ago
Selected Answer: BCD
BCD The affinity types are: • Historical: Identifies the best agent based on the agent's history of serving the same customer. • Related task: Identifies the best agent based on the agent's past assignments of related tasks. • Account team responsibility: Identifies the best agent based on the agent's responsibility or role in the account team CSM Implementation ebook page (129)
upvoted 2 times
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NokoNice
1 year ago
Selected Answer: BCD
BCD is correct
upvoted 2 times
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sephereth
1 year, 2 months ago
Selected Answer: BCD
Answer: B. Account team responsibility C. Historical D. Related task Explanatin: The types of affinities are: - Historical: Identifies the best agent based on the agent's history of serving the same customer. - Related task: Identifies the best agent based on the agent's past assignments of related tasks. - Account team: Identifies the best agent based on the agent's responsibility or role in the account team. Source: https://docs.servicenow.com/en-US/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-agent-affinity-concept.html
upvoted 3 times
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RahulBhor
1 year, 10 months ago
Given answer is correct. https://docs.servicenow.com/en-US/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-agent-affinity-concept.html
upvoted 3 times
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