Contents Customer Service Management Previous Topic Next Topic AWA for CSM overview Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share 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 topicsAdvanced Work Assignment On this page Send Feedback Previous Topic Next Topic
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 topicsAdvanced Work Assignment
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 topicsAdvanced Work Assignment
