Using Advanced Work Assignment for Accounts Payable Operations

AWA enables suppliers to interact with Accounts Payable Operations agents inquire or resolve invoice-related queries.

Use AWA for the following benefits:

• Suppliers can initiate chat sessions using virtual agent assist by logging in to the Supplier Collaboration Portal to interact with Accounts Payable agents.
• Accounts Payable agents are notified of incoming requests on new work items. By default, no more than five requests are assigned to an agent at a time. Accounts Payable agents accept requests from the Source-to-Pay workspace inbox to interact with suppliers. Accounts Payable agents can also reject requests or transfer requests to other queues or agents if needed.
• Accounts Payable agents use various features such as response templates, knowledge-based articles, agent assist, and so on, to resolve invoice-related queries or cases.
• Accounts Payable agents can create an invoice inquiry case if the supplier query needs more investigation. For more information on creating a case, see Create New Invoice case form.
• Accounts Payable agents receive invoice email from suppliers. Invoice inquiry cases are created through the Create Inquiry Case on Invoice email flows if email subject contains keywords such as invoice inquiry, inquiry.

Related concepts

• Invoice case categories and subcategories
• Using Invoice Case Management
• Using Accounts Payable Invoice Processing
• Advanced Work Assignment in Accounts Payable Operations
• Interaction management in Accounts Payable Operations
• Composing emails with predefined content from the Source-to-Pay Workspace
• Universal Request in Accounts Payable Operations
• Playbook for updating the invoice primary data
• Using Supplier Collaboration Portal in APO

Related tasks

• Create a knowledge base article about invoice
• Configure Advanced Work Assignment for Accounts Payable Operations
• Working with Advanced Work Assignment