About CSM

uppalasrila
Tera Contributor

yesterday

how to configure AWA to auto assign the cases in CSM?
 
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Sneha KH
Tera Guru

yesterday

Hello @uppalasrila   ,
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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

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its_SumitNow
Mega Sage

yesterday

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

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