---
sourceDocument: Yokohama ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/servicenow-platform

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Tutorial: Automatically assign work to agents by skill

# Tutorial: Automatically assign work to agents by skill {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Learn how you can configure Advanced Work Assignment to automatically route
cases to agents who speak German. Use this tutorial as a guideline to help you understand how you
can route work items to agents according to their designated skills.  
Before you begin:

* Activate the Skills Management (com.snc.skills_management) plugin.
* A basic understanding of the [Skills Management](https://www.servicenow.com/docs/HQgwT8Z_nEV7r11kiS38ZQ "Use Skills Management to associate skills with individual users or groups and assign them to tasks or projects. You can also assess the skills needed for your organization, identify gaps, and implement effective plans for hiring or training of your teams.") feature is required.
* To have skills automatically assigned to cases, consider activating the Skill Determination (com.snc.skill_determination) plugin.
* Create a group of users who work in customer support.
* Assign the awa_agent and workspace_agent roles to the customer support group.
{#skills-routing-tutorial__ul_ucj_2yc_chb}

![Video link]()
[Advanced Work Assignment (AWA) Tutorial: Automatically assign work to agents by skill](https://www.youtube.com/watch?v=2epAFf8yAT0) Watch this video for a visual representation of the following tutorial example.

## Create a skill {#ariaid-title2}

Create a "German" skill.

### Before you begin

Role required: skill_admin or admin

### Procedure

1. Navigate to AllSkillsAll Skills, and then click New.
2. Enter the following information in the fields listed:  
   * Name: <kbd class="ph userinput">German</kbd>
   * Active: Selected
   {#skills-example__ul_uh4_tyn_dhb}
3. Select Submit.

## Create an assignment rule that auto assigns agents' work {#ariaid-title3}

Create an assignment rule that routes cases according to skills.

### Before you begin

Role required: awa_admin or admin

### Procedure

1. Navigate to the assignment rules settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Essential settings section, select Set up assignment rules.
   * AllAdvanced Work AssignmentAssignment Rules.
   {#skills-example-assignment-rule__choices_nt4_2f3_tvb}
2. Select New.
3. Enter the following information in the fields listed:  
   * Name: <kbd class="ph userinput">Case Assignment Rule with Skills</kbd>
   * Assign by: <kbd class="ph userinput">Most Capacity</kbd>
   * Enable auto-assign work items: Selected  
     Note:  
     Selecting this option automatically accepts chat interactions on behalf of agents. The Display options field appears and you can select either Inbox card or Inbox card and workspace tab.
   * Enable skills: Selected
   * Evaluate skill level: Cleared
   * Enforce mandatory skills: Selected
   {#skills-example-assignment-rule__ul_pns_1zn_dhb}
4. Select Submit.

## Create a queue {#ariaid-title4}

Create a queue where you can route work to agents who have the German
skill.

### Before you begin

Role required: awa_admin or admin

### Procedure

1. Navigate to the queue settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Essential settings section, select Set up queues.
   * AllAdvanced Work AssignmentQueues.
   {#skills-example-queue__choices_nt4_2f3_tvb}
2. Select New.
3. Enter the following information in the fields listed:  
   * Name: <kbd class="ph userinput">German Case Queue</kbd>
   * Service channel: <kbd class="ph userinput">Case</kbd>
   {#skills-example-queue__ul_hj2_pzn_dhb}
4. Select Submit.

## Define assignment eligibility {#ariaid-title5}

Define who is eligible to receive cases from the German Cases queue.

### Before you begin

Role required: awa_admin or admin

### Procedure

1. Navigate to the queue settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Essential settings section, select Set up queues.
   * AllAdvanced Work AssignmentQueues.
   {#skills-example-assignment-pool__choices_nt4_2f3_tvb}
2. Select the German Cases queue.
3. On the form, go to the Assignment Eligibility related link and select New.
4. In the Agent assignment rule field, select Case Assignment Rule with Skills.
5. In the Groups field, select your customer support group.
6. Select Submit.

## Enable skill determination {#ariaid-title6}

Activate the skill determination business rule to tag skills for your work
items.

### Before you begin

Role required: awa_admin or admin

### Procedure

1. Navigate to AllSystem DefinitionsBusiness Rules.
2. Select the Skill determination for cases record.
3. On the form, select the Active field.
4. Select Update.

## Define a skill determination rule {#ariaid-title7}

Create a skill determination rule to tag the German skill to incoming cases from
German speakers.

### Before you begin

Role required: awa_admin or admin

### Procedure

1. Navigate to AllSkillsSkill Determination Rules, and then select New.
2. Enter the following information in the fields listed:  
   * Name: <kbd class="ph userinput">Skill determination for German cases</kbd>
   * Active: <kbd class="ph userinput">true</kbd>
   * Source table: Case \[sn_customerservice_case\]
   * Condition: Opened by.language is German  
     Note:  
     Search for the <kbd class="ph userinput">Show related fields</kbd> option when defining the conditions to get the Opened by.language option.
   * Skills: German
   {#skills-example-define-skill-determination__ul_j4g_dd4_xvb}
3. Select Submit.

### Result

Cases that need German speakers are routed to users in Customer Service and Support who have the German skill.

*[\>]: and then