---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Advanced Work Assignment (AWA) for HR Service Delivery

# Advanced Work Assignment (AWA) for HR Service Delivery {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the ServiceNow
Advanced Work Assignment for HR Service Delivery feature to
automatically assign HR cases to agents based on availability, capacity, and skills.

AWA for HR Service Delivery pushes cases and tasks to qualified agents using work item queues, routing conditions, and assignment criteria that you define.

AWA is also available for HR Service Delivery
Agent Workspace.

For more details about AWA, see [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US).