Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
Advanced Work Assignment (AWA) automatically assigns work items to agents based on an agent's skills, availability, capacity, and experience. Skills are necessary to ensure the agent is capable of handling the task. Availability ensures that the agent is free to take on new tasks. Capacity refers to the agent's workload and whether they can handle more tasks. Experience may also be a factor in routing work to the most suitable agent for the task at hand. Shifts, while important for overall workforce management, are not typically a direct factor in the automatic assignment of work items in AWA.
BCDE is Correct. https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
Answer: B. Skills C. Availability D. Shifts* (¯\_(ツ)_/¯) E. Capacity Expanation: "Use Advanced Work Assignment (AWA) to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define." note, shifts are not mentioned on that documentation Source: https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
E-book CSM see page 125. https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/124
Explanation: Queues can be defined based on need or type, for example, product or critical cases. You also identify the agent groups responsible for work in the queue. AWA then applies assignment rules that you set and use agent availability, capacity, skills (if defined), and shifts (if defined) to assign work to the most qualified agent. Source: https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html