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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Tutorial: Automatically assign work to agents by skill

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

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute 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/access?context=skills-management&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) 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.