Advanced Work Assignment (AWA) Implementation Guide
20:11
YouTubeServiceNow Community
Advanced Work Assignment (AWA) Implementation Guide
Advanced Work Assignment lets you automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. This video provides an overview of AWA and a demo showcasing a basic ...
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