---
sourceDocument: Brazil Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Create an assignment pool of agents

# Create an assignment pool of agents {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create an eligible assignment pool in Advanced Work Assignment that
receives overflow work items, just in case you need more help from other agents to handle
change requests.

## 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.
   {#assignment-pool-example__choices_nt4_2f3_tvb}
2. Open the Change Management queue.
3. On the form, go to the Assignment Eligibility related list and select New.
4. On the form, fill in the fields.  
   * Agent assignment rule: Change Request Assignment Rule
   * Groups: Change Management
   {#assignment-pool-example__ul_zgg_zzg_dhb}
5. Select Submit.

*[\>]: and then