About CSM

[uppalasrila]

how to configure AWA to auto assign the cases in CSM?

[Sneha KH]

Hello @uppalasrila   ,

You can enroll to CSM Essentials there you can refer 6.1.1 lab. You will get to know how it works with hands-on

These are the outcomes of AWA in CSM.

• Configure Case capacity and overrides

• Enable and configure Skill Determination for Cases
  

• Add Skills to a Product Model and to a User

• Activate the Case Service Channel
  

• Configure the Available Presence State

• Configure an Auto-Assignment Rule with Skills matching

Refer this documentation: https://www.servicenow.com/docs/r/customer-service-management/awa-csm-overview.html

[its_SumitNow]

Hi @uppalasrila ,

Check the link, it might help!

https://www.servicenow.com/docs/r/zurich/customer-service-management/awa-csm-overview.html 

if my response proves helpful ,Kindly Mark Helpful & Accept it as Solution 🙂

Regards

Sumit