Configuration overview

Activate Advanced Work Assignment for Legal Service Delivery

Activate the Advanced Work Assignment for Legal Service Delivery plugin (sn_lg_awa) for Legal Service Delivery if you have the admin role

Set up Advanced Work Assignment for Legal Service Delivery

Configure various components, such as service channels, work item queues, and assignment rules that determine how a legal request should be routed to an agent.

Activate Skills Management

If you are going to use skill determination rules to map a skill to an legal request, activate Skills Management [com.snc.skills_management].

Nota:

If you're using skill management, ensure you have the right subscription.