Hi Mani,

We had a similar requirement and it was working as expected. You can configure Queues and Service Channels to assign tickets to an agent. Job of AWA completes soon agents are assigned tickets.

Post that, response and resolution SLAs can be configured as per the business need.

Their functionalities do not conflict with each other.

Kindly upvote the response if it helps!

Thanks,

Sharanya

What's the purpose of response SLA when we are filling assigned to value through AWA? 

seems it doesn't serve the purpose for what it made for right?

What's the purpose of response SLA when we are filling assigned to value through AWA? 

seems it doesn't serve the purpose for what it made for right??

Hi @KM SN 

Agreed with @Sharanya Hegde2, both items can be configure simultaneously without conflict. 

AWA's main job to allocate newly created record to assignment group/assignee ( as configured ).

SLA's main task start after that "How efficient" team is resolving the case. It's known that response SLA record will not create for any automate assignment process. ( because SLA start condition bypassed )

Response SLA still, good to have, in case AWA fails , the native logic will apply and team will be get notification to response the case. 

-Thanks,

AshishKM