How to use Assignment workbench in Agent Workspace?

[Sandra P_]

Hi everybody,

In case form we have this UI Macro next to the Assigned To field :

But in the agent workspace, I don't have it.

So how to use Assignment workbench in Agent Workspace?

Thanks!

Sandra

[Rajesh Kannan G]

Sandra,

Assignment Workbench is not supported in the Agent Workspace. Agent Workspace uses Advanced Work Assignment to automatically assign cases to agents.

Regards,

Rajesh

[Sandra P_]

Thank you Rajesh for your response.

Unfortunately, we only want that a human make the assignment decision.

It's not possible to develop something to have access to the assignment workbench in your opinion?

Regards,

Sandra

[Rajesh Kannan G · Accepted solution]

With no support in platform to develop new features for Agent Workspace, and limited support to customize Agent Workspace, i would say it is very very difficult (wont say not possible anything is possible😃 ) to develop.

Regards,

Rajesh

[Runjay Patel]

Learn Agent Workspace from scratch to end with real world implementation and get live project hands-on.

Step by Steps implementation: https://www.youtube.com/playlist?list=PLIGcZxQaeEoj0XXBqTfReQwR44OeDYYb0

This Series help you to understand below topics

1. How to setup Agent Workspace
2. Plugins required.
3. Create Studio application for Agent Workspace.
4. Lading Page configuration in details.
5. List Layout and Categories configuration.
6. Form Layout, Header and Ribbon configuration
7. UI Actions and notifications.
8. Global search and Agent assist.
9. Live Agent chat configurations.
10. Integrate Connect Support with Agent Workspace
11. Difference between Agent Workspace and ITSM Agent Workspace?
12. Custom form for app: UI page, service portal widget or Agent Workspace component?
13. View and Create Reports in Agent Workspace
14. For LIVE AGENT where the service desk can access to the chat in back-end? via AGENT WORKSPACE OR CONNECT SUPPORT
15. Agent Workspace - convert incidents to Request Items and vice-versa
16. Add Knowledge search in Agent Workspace to Contextual form
17. UI Action to pop up Email from Agent Workspace
18. Bar Graph
19. Open frame API in Agent Workspace
20. How to use Assignment workbench in Agent Workspace?
21. Viewing Interaction Records in Agent Workspace
22. Agent Chat in Service Portal without Virtual Agent
23. And many more.