Advanced Work Assignment

[Snehal10]

Hi,

In AWA for CSM, if the agent is already working on a case and there is another case pops-up in his inbox. How the agent will know which case to work on first based on the criticality of case/issue.

Help will be much appreciated

Thanks

[ahefaz1]

@Snehal10 ,

The agent will be able to see the priority of the incoming case like below:

Under the service channel you can add more fields to the card layout.

Deciding whether to put the existing case on hold and prioritize the critical case will be a business decision.

Please accept solution OR mark helpful.

Thanks,