Configure Advanced Work Assignment for Public Sector Digital Services

  • Release version: Australia
  • Updated March 12, 2026
  • 14 minutes to read

    • Use the Advanced Work Assignment (AWA) for Public Sector Digital Services feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for Public Sector Digital Services pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.

    Plugins

    The Advanced Work Assignment for Public Sector Digital Services feature is available with the Customer Service plugin (com.sn_customerservice).

    To use the chat feature with AWA for Public Sector Digital Services, you must also activate the Agent Chat plugin (com.glide.interaction.awa).

    For more information, see Activate related plugins for Advanced Work Assignment.

    Inbox layouts

    Three chat inbox layouts are included with the Chat service channel.
    Table 1. Chat Layouts and fields on the Chat Service channel
    Chat Layout Included Fields
    Default Chat Layout Short description
    Business Contact Chat Layout Short description, Business, Business Contact, and Case Type
    Constituent Chat Layout Short description, Constituent, Case Type
    Two case inbox layouts are included with the Case service channel.
    Table 2. Case Layouts and fields on the Case service channel
    Case Layout Included Fields
    Default Case Layout Short description, Business Contact, Account, Priority, Category
    Consumer Case Layout Short description, Constituent, Case Type

    Variable work item sizing

    Organizations may like to size cases based on the complexity of the case, time and effort required to complete work. This helps in estimating agent utilization accurately. Advance work assignment currently treats every case as one unit of work. However, sometimes, certain cases may require more work than others. These cases may account for a greater share of an agent’s capacity. Work item sizing allows to size the case differently based on the case attributes. For more information, see Service channel capacity and utilization.

    Agent affinity

    Agent Affinity is an Advanced Work Assignment enhancement that enables you to streamline the routing of work items. Advanced Work Assignment automatically assigns work items based on historical, task-based, or account team affinity. For more information about agent affinity, see Using Agent Affinity.

    Automatically route social benefit requests using Advanced Work Assignment

    Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign social benefits requests to designated agents.

    The Social Benefits Playbook application provides the following items that are used in AWA to automatically route and assign social benefits requests:
    • Social Benefits Request service channel - The default service channel for routing incoming public sector social benefits requests to specific government agents. This service channel includes related attributes that define the default conditions for determining the items handled in the channel, work queue associated with agent assignment groups, agent inbox layouts, and more.
    • Public Sector Social Benefits Request assignment group - The default assignment group that identifies the agents handling public sector social benefits requests. Agent assignments are based on agent availability, capacity, and skills.
    • Public Sector Social Benefits Requests queue - The default queue to which public sector social benefits requests are routed.
    • Inbox layouts - The default card layouts for social benefits request items displayed in the agent inbox view of CSM Configurable Workspace:
      • Constituent Social Benefits Layout: Includes Short description, Constituent, and Case Type fields.
      • Business Social Benefits Layout: Includes Short description, Business, Business Contact, and Case Type fields.

    As an admin, you can enable and disable Advanced Work Assignment for Social Benefits Request cases, as well as change the default attributes for the Social Benefits Requests service channel, such as the related assignment group and queue settings. For details, see Configure Social Benefit Requests service channel.

    Configure Social Benefit Requests service channel

    Change the default Social Benefit Requests service channel attributes in Advanced Work Assignment to control how public sector social benefit requests are routed and assigned to government agents.

    Before you begin

    Role required: admin, awa_admin

    About this task

    You can modify the context and attributes for service channels in AWA. For the Social Benefit Requests service channel, use the Public Sector Requests assignment group to specify the agents handling social benefit requests. You can also add advanced conditions to filter the routing conditions in the Social Benefit Request service channel, or change queue settings, such as assignment rules.

    Procedure

    Configure the Social Benefit Requests service channel by modifying the default attributes as needed.
    OptionsSteps
    Enable the Social Benefit Request service channel
    1. Navigate to All > Advanced Work Assignment > Settings Presence States.
    2. Select the Available record.
    3. If prompted, move to the Global application to edit the record.
    4. In the Presence State form, go to theService Channels field and move the Social Benefit Request channel to the Selected column.
    5. Select Update.
    Add members (agents) to the Public Sector Requests assignment group
    1. Navigate to All > Advanced Work Assignment > Management > Groups.
    2. Select the Social Benefit Requests group.

    3. In the Group form, navigate to the Group Members related list and review the list of example members.

      Use the examples to determine the government agents, managers, and their associated roles to be added to the assignment group.

      Note:
      Agents and managers added to this assignment group must also have the awa_agent role.
    4. In the Group Members related list, click Edit to add members to the group.
    5. Select Edit.
    6. Select one or more names in the Collection list and move them to the Group Members list.
    7. Select Save.
    Configure the Social Benefit Requests queue
    1. Navigate to All > Advanced Work Assignment > Settings > Queues.

    2. Select the Social Benefit Requests queue.

    3. Change other settings as needed, for example the assignment rule that determines Assignment Eligibility.

    4. Select Update.
    For more information on queue settings, see Create a work item queue.
    Change Inbox card layouts for Social Benefit request items in CSM Configurable Workspace
    1. Navigate to All > Advanced Work Assignment > Service Channels and select the Social Benefit Request channel.
    2. Select the Inbox Layouts related link.
    3. Select the layout and edit the fields to be updated.
    4. Select Update.
    For more information on changing inbox card layouts, see Create or modify an inbox layout.

    Automatically route license and permit requests using Advanced Work Assignment

    Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign license/permit requests to designated agents.

    The License and Permit Playbook application provides the following items that are used in AWA to automatically route and assign license/permit requests:
    • License and Permit Request service channel - The default service channel for routing incoming public sector license/permit requests to specific government agents. This service channel includes related attributes that define the default conditions for determining the items handled in the channel, work queue associated with agent assignment groups, agent inbox layouts, and more.
    • Public Sector License and Permit Request assignment group - The default assignment group that identifies the agents handling public sector license/permit requests. Agent assignments are based on agent availability, capacity, and skills.
    • Public Sector License and Permit Requests queue - The default queue to which public sector license/permit requests are routed.
    • Inbox layouts - The default card layouts for license/permit request items displayed in the agent inbox view of CSM Configurable Workspace:
      • Constituent License/Permit Layout: Includes Short description, Constituent, and Case Type fields.
      • Business License/Permit Layout: Includes Short description, Business, Business Contact, and Case Type fields.

    As an admin, you can enable and disable Advanced Work Assignment for License/Permit Request cases, as well as change the default attributes for the License/Permit Requests service channel, such as the related assignment group and queue settings. For details, see Configure License and Permits Requests service channel.

    Configure License and Permits Requests service channel

    Change the default License and Permit Requests service channel attributes in Advanced Work Assignment to control how public sector license and permit requests are routed and assigned to government agents.

    Before you begin

    Role required: awa_admin, admin

    About this task

    You can modify the context and attributes for service channels in AWA. For the License and Permit Requests service channel, use the Public Sector Requests assignment group to specify the agents handling license and permit requests. You can also add advanced conditions to filter the routing conditions in the License and Permit Request service channel, or change queue settings, such as assignment rules.

    Procedure

    Configure the License and Permits Requests service channel by modifying the default attributes as needed.
    OptionsSteps
    Enable the License and Permit Request service channel
    1. Navigate to All > Advanced Work Assignment > Settings Presence States.
    2. Select the Available record.
    3. If prompted, move to the Global application to edit the record.
    4. In the Presence State form, go to theService Channels field and move the License and Permit Request channel to the Selected column.
    5. Select Update.
    Add members (agents) to the Public Sector Requests assignment group
    1. Navigate to All > Advanced Work Assignment > Management > Groups.
    2. Select the License and Permits Requests group.

    3. In the Group form, navigate to the Group Members related list and review the list of example members.

      Use the examples to determine the government agents, managers, and their associated roles to be added to the assignment group.

      Note:
      Agents and managers added to this assignment group must also have the awa_agent role.
    4. In the Group Members related list, click Edit to add members to the group.
    5. Select Edit.
    6. Select one or more names in the Collection list and move them to the Group Members list.
    7. Select Save.
    Configure the License and Permit Requests queue
    1. Navigate to All > Advanced Work Assignment > Settings > Queues.

    2. Select the License and Permits Requests queue.

    3. Change other settings as needed, for example the assignment rule that determines Assignment Eligibility.

    4. Select Update.
    For more information on queue settings, see Create a work item queue.
    Change Inbox card layouts for License and Permits request items in CSM Configurable Workspace
    1. Navigate to All > Advanced Work Assignment > Service Channels and select the License and Permits Request channel.
    2. Select the Inbox Layouts related link.
    3. Select the layout and edit the fields to be updated.
    4. Select Update.
    For more information on changing inbox card layouts, see Create or modify an inbox layout.

    Automatically route information requests using Advanced Work Assignment

    Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign information requests, such as public records requests, to designated agents.

    The Information Request Playbook application provides the following items that are used in AWA to automatically route and assign public sector information requests:
    • Information Request service channel - The default service channel for routing incoming public sector information requests to specific government agents. This service channel includes related attributes that define the default conditions for determining the items handled in the channel, work queue associated with agent assignment groups, agent inbox layouts, and more.
    • Public Sector Information Request assignment group - The default assignment group that identifies the agents handling public sector information requests. Agent assignments are based on agent availability, capacity, and skills.
    • Public Sector Information Requests queue - The default queue to which public sector information requests are routed.
    • Inbox layouts - The default card layouts for information request items displayed in the agent inbox view of CSM Configurable Workspace:
      • Constituent Information Request layout: Includes Short description, Constituent, and Service fields.
      • Business Information Request layout: Includes Short description, Business, Business Contact, and Service fields.
      • Generic Information Request layout: Includes Short description and Service fields.

    As an admin, you can enable and disable Advanced Work Assignment for Information Request cases, as well as change the default attributes for the Information Requests service channel, such as the related assignment group and queue settings. For details, see Configure Information Requests service channel.

    Configure Information Requests service channel

    Change the default Information Requests service channel attributes in Advanced Work Assignment to control how public sector information requests are routed and assigned to government agents.

    Before you begin

    Role required: sn_gsm_info_req.admin, awa_admin, admin

    About this task

    You can modify the context and attributes for service channels in AWA. For the Information Requests service channel, use the Public Sector Requests assignment group to specify the agents handling information requests. You can also add advanced conditions to filter the routing conditions in the Information Request service channel, or change queue settings, such as assignment rules.

    Procedure

    Configure the Information Requests service channel by modifying the default attributes as needed.
    OptionsSteps
    Enable the Information Request service channel
    1. Navigate to All > Advanced Work Assignment > Settings Presence States.
    2. Select the Available record.
    3. If prompted, move to the Global application to edit the record.
    4. In the Presence State form, go to theService Channels field and move the Information Request channel to the Selected column.
    5. Select Update.
    Add members (agents) to the Public Sector Requests assignment group
    1. Navigate to All > Advanced Work Assignment > Management > Groups.
    2. Select the Information Requests group.

    3. In the Group form, navigate to the Group Members related list and review the list of example members.

      Use the examples to determine the government agents, managers, and their associated roles to be added to the assignment group.

      Note:
      Agents and managers added to this assignment group must also have the awa_agent role.
    4. In the Group Members related list, click Edit to add members to the group.
    5. Select Edit.
    6. Select one or more names in the Collection list and move them to the Group Members list.
    7. Select Save.
    Configure the Information Requests queue
    1. Navigate to All > Advanced Work Assignment > Settings > Queues.

    2. Select the Information Requests queue.

    3. Change other settings as needed, for example the assignment rule that determines Assignment Eligibility.

    4. Select Update.
    For more information on queue settings, see Create a work item queue.
    Change Inbox card layouts for information request items in CSM Configurable Workspace
    1. Navigate to All > Advanced Work Assignment > Service Channels and select the Information Request channel.
    2. Select the Inbox Layouts related link.
    3. Select the layout and edit the fields to be updated.
    4. Select Update.
    For more information on changing inbox card layouts, see Create or modify an inbox layout.

    Automatically route service requests using Advanced Work Assignment

    Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign public sector service requests, such as non-emergency requests, to designated agents.

    The Service Request Playbook application provides the following items that are used in AWA to automatically route and assign public sector service requests:
    • Service Requests service channel - The default service channel for routing incoming public sector service requests to specific government agents. This service channel includes related attributes that define the default conditions for determining the items handled in the channel, work queue associated with agent assignment groups, agent inbox layouts, and more.
    • Public Sector Requests assignment group - The default assignment group that identifies the agents handling public sector service requests. Agent assignments are based on agent availability, capacity, and skills.
    • Public Service Requests queue - The default queue to which public sector service requests are routed.
    • Inbox layouts - The default card layouts for service request items displayed in the agent inbox view of CSM Configurable Workspace:
      • Constituent Service Request layout: Includes Short description, Constituent, and Service fields.
      • Business Service Request layout: Includes Short description, Business, Business Contact, and Service fields.
      • Generate Service Request Layout: Displayed when anonymous users submit service requests. Includes Short description and Service fields

    As an admin, you can enable and disable Advanced Work Assignment for Service Request cases, as well as change the default attributes for the Service Requests service channel, such as the related assignment group and queue settings. For details, see Configure Service Requests service channel.

    Configure Service Requests service channel

    Change the default Service Requests service channel attributes in Advanced Work Assignment to control how public sector service requests are routed and assigned to government agents.

    Before you begin

    Role required: awa_admin or admin

    About this task

    You can modify the context and attributes for service channels in AWA. For the Service Requests service channel, use the Public Sector Requests assignment group to specify the agents handling service requests. You can also add advanced conditions to filter the routing conditions in the Service Request service channel, or change queue settings, such as assignment rules.

    Procedure

    Configure the Service Requests service channel by modifying the default attributes as needed.
    OptionsSteps
    Enable the Service Request service channel
    1. Navigate to All > Advanced Work Assignment > Settings Presence States.
    2. Select the Available record.
    3. In the Presence State form, go to theService Channels field and move the Service Request channel to the Selected column.
    4. Select Update.
    Add members (agents) to the Public Sector Requests assignment group
    1. Navigate to All > Advanced Work Assignment > Management > Groups.
    2. Select the Public Service Requests group.

    3. In the Group form, navigate to the Group Members related list and review the list of example members.

      Use the examples to determine the government agents, managers, and their associated roles to be added to the assignment group.

      Note:
      Agents and managers added to this assignment group must also have the awa_agent role.
    4. In the Group Members related list, click Edit to add members to the group.
    5. Select Edit.
    6. Select one or more names in the Collection list and move them to the Group Members list.
    7. Select Save.
    Configure the Public Service Requests queue
    1. Navigate to All > Advanced Work Assignment > Settings > Queues.

    2. Select the Public Services Requests queue.

    3. Change other settings as needed, for example the assignment rule that determines Assignment Eligibility.

    4. Select Update.
    For more information on queue settings, see Create a work item queue.
    Change Inbox card layouts for service request items in CSM Configurable Workspace
    1. Navigate to All > Advanced Work Assignment > Service Channels and select the Service Request channel.
    2. Select the Inbox Layouts related link.
    3. Select the layout and edit the fields to be updated.
    4. Select Update.
    For more information on changing inbox card layouts, see Create or modify an inbox layout.