Major Issue Management uses which one of the following capabilities?

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?

The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

Matching rules enhance assignment capability by ____________________.

Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)