Create a service channel to route requests

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Create a service channel in Advanced Work Assignment so that you can route change requests to agents.

    Antes de Iniciar

    Role required: awa_admin or admin

    Procedimento

    1. Navigate to the service channel settings through one of the following navigation paths:
      • All > Advanced Work Assignment > Home.

        In the Essential settings section, select Set up service channels.

      • All > Advanced Work Assignment > Service Channels.
    2. Select New.
    3. On the form, fill in the fields.
      • Name: Change Request
      • Inbox Order: 100
      • Table: Change Request [change_request]
      • Active: Selected
      • Utilization condition: [Active] [is] [true]
    4. Select Submit.