Hi @Joe Taylor ,
Installing the Advanced Work Assignment (AWA) plugin in ServiceNow requires an active subscription, specifically for modules like ITSM, CSM, or HR Service Delivery, and necessitates Agent Workspace for agents to receive routed work. Key prerequisites include installing the base AWA plugin (com.glide.awa), ensuring the Agent Chat application is active, and configuring service channels, queues, and assignment rules.
Key Prerequisites and Preparation
Subscription & Activation: AWA requires a separate subscription, often purchased through a ServiceNow account manager. It can be activated from the All Applications list.
Required Plugins:
Advanced Work Assignment (com.glide.awa).
Agent Chat (com.glide.interaction.awa).
Agent Workspace: Required for agents to interact with AWA.
Please refer this for detailed information on AWA:
https://www.servicenow.com/community/agent-chat-routing-and-sidebar/advanced-work-assignment-awa-faq...
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Kind Regards,
Pavani P
