HR Service Delivery case assignment

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • HR cases can be automatically assigned to your agents via an HR case template, assignment and matching rules, or advanced work assignment (AWA).

    Assignment and matching rules and AWA use the platform Skill Management application to define skills.
    • Assignment and matching rules associate skills using HR case templates.
    • AWA uses skill determination rules.