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

AWA for CSM overview

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

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AWA for CSM overview

AWA for CSM overview

Plugins

Inbox layouts

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AWA for CSM overview

AWA for CSM overview

Plugins

Inbox layouts

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