Case routing and assignment

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Set up Advanced Work Assignment (AWA) to automatically route cases to the appropriate customer service agents in CSM Configurable Workspace.

    Table 1. Setting up Advanced Work Assignment for CSM Configurable Workspace
    Topic Description
    Exploring Advanced Work Assignment Learn more about the AWA tool, including concepts such as work assignment and assignment rules, service channels, work items and work item queues, and agent capacity.
    AWA for CSM Use AWA to automatically assign work to your agents based on availability, capacity, and skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their CSM Configurable Workspace inbox.
    Set up an Advanced Work Assignment service channel for assigning case tasks Set up an Advanced Work Assignment (AWA) service channel that you can use to assign case tasks to available users.
    Configure AWA queues for the proxy contact role Modify the Advanced Work Assignment queues and add routing conditions that support the proxy contact role. This role enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers.