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?

[AshishKM]

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 

[Sharanya Hegde2]

Indeed @AshishKM,

We had faced some cases of AWA failing to assign tickets, just because the tickets got created outside the Queue schedules.

In such scenarios, SLAs do come in very handy to measure the ticket response time.

Thanks,

Sharanya

[Sharanya Hegde2]

Indeed @AshishKMishra

@KM SN - We had faced some cases of AWA failing to assign tickets, just because the tickets got created outside the Queue schedules.

In such scenarios, SLAs do come in very handy to measure the ticket response time.

Thanks,

Sharanya