---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Case routing and assignment

# Case routing and assignment {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Set up Advanced Work Assignment (AWA) to automatically route cases to the appropriate customer service agents in CSM Configurable Workspace.  
{#case-routing-and-asign__table_zhn_t4y_41c__entry__2}

| Topic | Description |
|-|-|
| [Exploring Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Learn more about the AWA tool, including concepts such as work assignment and assignment rules, service channels, work items and work item queues, and agent capacity. |
| [AWA for CSM](https://servicenow-prod.fluidtopics.net/GCIC~qt44rSuA9MXHTijgg "Use the ServiceNow Advanced Work Assignment (AWA) for Customer Service Management feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for CSM 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.") | Use AWA to automatically assign work to your agents based on availability, capacity, and skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their CSM Configurable Workspace inbox. |
| [Set up an Advanced Work Assignment service channel for assigning case tasks](https://servicenow-prod.fluidtopics.net/s3s2F33gZHRxLMBQBfd_kQ "Set up an Advanced Work Assignment (AWA) service channel that you can use to assign case tasks to available users.") | Set up an Advanced Work Assignment (AWA) service channel that you can use to assign case tasks to available users. |
| [Configure AWA queues for the proxy contact role](https://servicenow-prod.fluidtopics.net/7O_zU6MCiHmoIEzb9Wd4UA "Modify the Advanced Work Assignment queues and add routing conditions that support the proxy contact role and the Internal contact field on the Case form.") | Modify the Advanced Work Assignment queues and add routing conditions that support the [proxy contact](https://servicenow-prod.fluidtopics.net/Y5uUTBMn0ZRvj4VugXawMA "The proxy contact role enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers.") role. This role enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers. |
[Tabela 1. Setting up Advanced Work Assignment for CSM Configurable Workspace]

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