0
1.0.4
Australia
Standalone Application
Customer service teams lose productivity when agents manually triage queues, pick up mismatched work, or sit idle while others are overloaded. Advanced Work Assignment for CSM eliminates this by automatically routing customer interactions — across chat, email, phone, and messaging — to the agent best equipped to handle them based on skills, availability, and capacity. The result is faster first response, fewer reassignments, and more consistent SLA adherence.
Built natively on the ServiceNow platform, AWA for CSM gives CSM administrators full control over routing logic through a centralized Admin Console. Teams can define skill-based conditions, set capacity thresholds per channel, and manage agent availability, all within the tools they already use.
Unlike point solutions that bolt routing onto existing systems, AWA for CSM is deeply integrated with ServiceNow CSM data — cases, interactions, agent profiles, and SLAs — giving operations leaders a single place to configure, monitor, and optimize how work flows to their teams.
- Skill-based routing: Automatically matches customer interactions to the most qualified available agent, reducing reassignments and handle time.
- Omnichannel work distribution: Manages chat, email, phone, and messaging.
- Capacity controls: Prevents agent overload by enforcing configurable work limits across channels.
- No-code admin console: Configure routing rules, queues, and agent capacity without custom development.
- Native CSM integration: Leverages live case, SLA, and agent data — no external connectors needed.
New
- Advanced Work Assignment for CSM is now available as a standalone store application, replacing the platform plugin (sn_csm.awa). Instances upgraded to the Australia release or later will have this app auto-installed.
Changed
- Delivery model updated from platform plugin to store app, enabling independent versioning and faster updates outside of platform release cycles.
Removed
- Platform plugin (sn_csm.awa) is deprecated as of this release and will be removed in the C release.
- Customer Service Management (CSM) — com.sn_customerservice
- Advanced Work Assignment (AWA) — com.glide.awa
- ServiceNow platform: Australia release or later