AWA

[si21]

Hi Experts,

We are trying to implement Advanced work assignment for HR agent workspace and I need to do a POC.

Where should I start.

What are the use cases for this AWA concept.

What are things that should be noted while we implement this

Please guide me if someone already did this

TIA

[Dr Atul G- LNG · Accepted solution]

Hi @si21 

https://www.servicenow.com/docs/bundle/yokohama-employee-service-management/page/product/human-resou...

https://youtu.be/6JLjyB-iJno

Along this you can refer the HRSD Now create asset as well, which give you more details. 

[Dr Atul G- LNG · Accepted solution]

Hi @si21 

https://www.servicenow.com/docs/bundle/yokohama-employee-service-management/page/product/human-resou...

https://youtu.be/6JLjyB-iJno

Along this you can refer the HRSD Now create asset as well, which give you more details. 

[si21]

Hi @Dr Atul G- LNG ,

I have watched your session and it was very helpful Sir.

I have below queries.

1. Currently we already have HR Assignment rules set in the system which assigns a group to the case. Would this impact the Assignment rules in the AWA?

2. What are questions we need to ask the process owner for AWA implementation. Currently I can only think of one service channel (cases created from portal). Can you suggest what else we can have

3. Which queues we can implement?

TIA

[Dr Atul G- LNG · Accepted solution]

Hi @si21 

Thanks for kind words and blessings.

1. Currently we already have HR Assignment rules set in the system which assigns a group to the case. Would this impact the Assignment rules in the AWA?

Atul: Yes, it will, better use AWA or assignment rule. both will create problem.

2. What are questions we need to ask the process owner for AWA implementation. Currently I can only think of one service channel (cases created from portal). Can you suggest what else we can have

Atul: For this, will say review these starter stories which give you more idea

https://learning.servicenow.com/nowcreate/en/pages/assets?id=nc_asset&nc_ai_search=true&asset_id=341... 

3. Which queues we can implement?

Atul: It depends on use case, once you check above stuff, your this doubt will be clear.