ServiceNow CIS-HR free question 4 / 10 · Domain 2: Configure and Implement ServiceNow Core HR Applications and Employee Center
With the base system's automatic case assignment feature, which two criteria does the HR Service Delivery case assignment page say it uses when it attempts to assign an HR case to an agent? (Choose two.)
- The agent with the least number of cases assigned
- Skill determination rules defined for the case
- An agent who matches the location of the subject person
- The agent's availability and capacity at that moment
Show the answer and explanation
Answer: A, C
Why this is correct
The page says the base system uses the automatic case assignment feature to assign an HR case to an agent. It attempts to assign an agent who has the least number of cases assigned, has the skills required by the case, and matches the location of the subject person. HR cases can also be assigned via an HR case template, assignment and matching rules, or advanced work assignment (AWA), and all of these use the platform Skill Management application to define skills.
Why the other options are wrong
"The agent's availability and capacity at that moment" … Availability and capacity are what the Advanced Work Assignment for HR Service Delivery feature uses, together with skills, to assign HR cases to agents automatically.
"Skill determination rules defined for the case" … Skill determination rules belong to Advanced Work Assignment (AWA), which assigns HR cases to agents based on availability, capacity, and skills.
Base system versus AWA
Workload in the base system means the number of cases already assigned; AWA instead looks at availability and capacity. Both take skills into account. Choosing AWA is a separate configuration under Advanced Work Assignment for HR Service Delivery.
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