Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose three.)
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose three.)
Advanced Work Assignment (AWA) assigns work items to agents based on specific criteria to ensure that the most appropriate agent handles each task. The most relevant factors AWA uses include: Skills (ensuring the agent has the necessary competence for the task), Schedule (taking into account the agent's availability and shifts), and Workload (to balance the distribution of tasks and prevent overburdening an agent). Products and Experience are typically not primary factors in this automated assignment process.
BDE Availability - D, E Capacity - E Skills - B Shifts - D https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
BDE is the right answer
what is source ??
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
Correct answer