Hi All, this was posted awhile back in the Customer Service Management forum but I was asked to post it here as well. Hope it's useful!
Advanced Work Assignment (for CSM) White Paper Available on NowCreate! (v1)
Summary:
• Primary challenges resolved through implementation of AWA
• Documentation steps on how to configure, plus best practices
• Customer use cases which can benefit the most from implementation as well as a detailed real world use case
• FAQ
Available to customers/partners/internal
Your feedback is welcome! -Erik
(v2 will include information on using WorkForce Optimization together with Advanced Work Assignment)
