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    Home New York Customer Service Management Customer Service Management Customer Service Management Agent Workspace for CSM AWA for CSM overview

    AWA for CSM overview

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    AWA for CSM overview

    Use the ServiceNow®Advanced Work Assignment (AWA) for Customer Service Management feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for CSM pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.

    Plugins

    You can activate the Advanced Work Assignment for CSM plugin (com.snc_csm.awa) if you have the admin role. Activating this plugin also activates the following plugins:
    • Customer Service (com.sn_customerservice), which activates the CSM Workspace, Agent Chat, and Interactions plugins
    • Advanced Work Assignment (com.glide.awa)

    To use the chat feature with Advanced Work Assignment for CSM, you must also activate the Agent Chat plugin (com.glide.interaction.awa).

    For more information, see Activate related plugins for Advanced Work Assignment.

    Inbox layouts

    Three chat inbox layouts are included with the Chat service channel.
    Chat Layout Included Fields
    Default Chat Layout Short description
    Contact Chat Layout Short description, Contact, Account
    Consumer Chat Layout Short description, Consumer
    Two case inbox layouts are included with the Case service channel.
    Case Layout Included Fields
    Default Case Layout Short description, Contact, Account, Priority, Category
    Consumer Case Layout Short description, Consumer, Priority, Category
    Related topics
    • Advanced Work Assignment

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      AWA for CSM overview

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      AWA for CSM overview

      Use the ServiceNow®Advanced Work Assignment (AWA) for Customer Service Management feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for CSM pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.

      Plugins

      You can activate the Advanced Work Assignment for CSM plugin (com.snc_csm.awa) if you have the admin role. Activating this plugin also activates the following plugins:
      • Customer Service (com.sn_customerservice), which activates the CSM Workspace, Agent Chat, and Interactions plugins
      • Advanced Work Assignment (com.glide.awa)

      To use the chat feature with Advanced Work Assignment for CSM, you must also activate the Agent Chat plugin (com.glide.interaction.awa).

      For more information, see Activate related plugins for Advanced Work Assignment.

      Inbox layouts

      Three chat inbox layouts are included with the Chat service channel.
      Chat Layout Included Fields
      Default Chat Layout Short description
      Contact Chat Layout Short description, Contact, Account
      Consumer Chat Layout Short description, Consumer
      Two case inbox layouts are included with the Case service channel.
      Case Layout Included Fields
      Default Case Layout Short description, Contact, Account, Priority, Category
      Consumer Case Layout Short description, Consumer, Priority, Category
      Related topics
      • Advanced Work Assignment

      Tags:

      Feedback

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