Can we configure SLAs and advanced work assignment together? Yes or NO

[KM SN]

Can we configure SLAs and advanced work assignment together? Yes or NO 
How its going to work if we do both together? any impact? any considerations we need to consider?

[Sharanya Hegde2]

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

[KM SN]

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?

[Dr Atul G- LNG · Accepted solution]

Hi @KM SN 

No. AWA is used to assign the incident and SLA is to check the time lines if incident has assigned to or not.

After AWA done its job, we can use SLA. 

[KM SN]

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??