Configure Advanced Work Assignment

[pramodkumar]

Hi All,

Do we need Agent Workspace or Virtual Agent to use Advanced work Assignment ?

Thanks!

[HIROSHI SATOH]

No, you do not necessarily need Agent Workspace or Virtual Agent to use Advanced Work Assignment (AWA) in ServiceNow. However, these features enhance the functionality of AWA significantly. Here's the breakdown:

Agent Workspace:

While not mandatory, AWA works seamlessly with Agent Workspace, providing a better user experience for agents. Agent Workspace is designed to handle tasks and cases efficiently, making it easier to use the work items assigned by AWA.

Virtual Agent:

Virtual Agent is also not mandatory. However, when integrated, Virtual Agent can automatically create work items (like cases or incidents) and pass them to AWA for intelligent routing to the right agent.

Standalone AWA:

AWA can function independently to assign work items (e.g., incidents, cases, or tasks) to agents based on predefined rules, regardless of whether you're using Agent Workspace or Virtual Agent.

[pramodkumar]

Thank you @HIROSHI SATOH 

For Standalone AWA, do we need channels and queue? How can we configure for incident routing based on skills?

[HIROSHI SATOH]

Yes, even in Standalone AWA, you still need to configure channels and queues. Channels define the mode of communication (e.g., cases, incidents, chats), and queues act as containers for tasks to be routed to agents with matching skills. The queue also defines the assignment rules, such as skills required for a task.

I think you can do skill-based assignment in the "Routing and Assignment" module, so check that out too.