Implement Advanced Work Assignment

[pramodkumar]

Hi All,

we are looking to configure Advanced Work Assignment for Incidents and Catalog tasks. We are not using virtual agent or agent chat. Can we implement AWA without virtual agent or agent chat. If yes, how can we configure this from starting? Is there any documentation around this?

Thanks!

[Abbas_5]

Hello @pramodkumar,

Please refer to the link below:

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/advanced-work-assignment-awa-qui...

AWA Implementation Guide:
https://www.youtube.com/watch?v=fANNto5TG-0

If it is helpful, please mark it as helpful and accept the correct solution. In the future, it might be helpful for someone to refer to this solution.

Thanks & Regards,

Abbas Shaik

[pramodkumar]

Thank you @Abbas_5 

do we need agent workspace for AWA? Can we implement AWA without workspaces?

[Abbas_5]

Hello @pramodkumar,

Yes, Advanced Work Assignment (AWA) requires Agent Workspace in ServiceNow. To use AWA, customer service agents need the roles workspace_agentand awa_agent. 

Agent Workspace is a platform that provides a unified workspace for agents to access customer information, ticket management, and collaboration tools. AWA can be used to route work items to agents based on their skills. For example, if a work item requires Spanish, it will only be routed to agents with the Spanish skill assigned to them. 

ServiceNow's workspace experience is changing, and Agent Workspace is coming to an end. Instead, ServiceNow is offering Configurable Workspaces as a new "Next Experience.

Please refer to the below link:

Advanced Work Assignment (AWA) FAQs

Thanks & Regards,

Abbas Shaik