---
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


---

# Set up an AWA channel for case tasks

# Set up an Advanced Work Assignment service channel for assigning case tasks {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 min. de leitura

Set up an Advanced Work Assignment (AWA) service channel that you can use to assign
case tasks to available users.

## Antes de Iniciar

Role required: admin

You can use the [Advanced Work
Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) (AWA) feature to
automatically assign work items to users based on their availability and
capacity.  
AWA assigns work items using assignment groups so it's important that your users and groups are set up correctly.

* Determine the assignment group to use in the AWA service channel configuration and add users to this group.
* Add the Assignment Group field to the Case Task form view and make the field mandatory.
* Ensure that the users in the assignment group have access to case tasks.  
  Nota:  
  By default, CSM uses assignment groups to control visibility to case tasks. Therefore the logic to assign a case task to the correct assignment group is triggered when a case task is created.
{#configure-awa-channel-case-tasks__ul_xwq_r2w_3nb}

## Por Que e Quando Desempenhar Esta Tarefa

Setting up a service channel involves multiple steps, which are detailed in the following procedure. Once the service channel setup is complete, you can use AWA to assign newly created case tasks that:

* Are unassigned.
* Satisfy the conditions specified in the service channel.
* Have the configured AWA assignment group selected in the Assignment Group field on the Case Task form.
{#configure-awa-channel-case-tasks__ul_cld_h3w_3nb}

## Procedimento

1. Create the case task service channel.
   1. Navigate to Advanced Work AssignmentService Channels and click New.
   2. Fill in the fields on the Service Channel form.  
      {#configure-awa-channel-case-tasks__table_sht_wjw_3nb__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the service channel that you are configuring. For example, Case Task. |
      | Inbox order | Order in which channel items appear in the user inbox. The Inbox Order field is an integer [field type](https://www.servicenow.com/docs/access?context=r_FieldTypes&version=australia&pubname=australia-platform-administration&ft:locale=en-US). This field can store whole numbers. |
      | Application | Name of the application. For the Case Task channel, select Customer Service. |
      | Active | Option for activating the service channel. When you select this option, the associated queues for the service channel can start accepting work items. |
      | Short description | Brief description of the service channel. |
      | Table | Table that stores the service channel records. To route case tasks, select the Task (sn_customerservice_task) table. |
      | Assign to field | Field that references the user that the item is assigned to. For the Task table, this field is the Assigned to (assigned_to) field. |
      | Assignment group field | Field that references the assignment group that the item is assigned to. For the Task table, this field is the Assignment group field. |
      | Advanced condition | If enabled, the advanced conditions that apply to the channel. For case tasks, the parent case is active: \[Active\] \[is\] \[true\]. |
      | Default work item size | Amount of a user's capacity that is used if this work item is assigned. The default is 1. |
      | Default capacity | Number of items automatically assigned to agents (pending overrides). The default for this field depends on the type of work item. |
      | Utilization condition | Condition that determines what constitutes an active item that counts toward user workload/capacity. For case tasks: \[State\] \[is not\] \[Closed\]. |
      [Tabela 1. New service channel field description]

      {#configure-awa-channel-case-tasks__table_sht_wjw_3nb}
   3. Click Submit.  
      The system adds the Case Task channel to the Service Channels list.

   {#configure-awa-channel-case-tasks__substeps_i5q_dsw_3nb}  
   For more information about creating an AWA service channel, see [Create a service
   channel](https://www.servicenow.com/docs/access?context=awa-create-service-channel&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
2. Configure the layout for the case task inbox card.
   1. Click Case Task in the Service Channel list to open the record.
   2. In the Inbox Layout related list, click Default Case Task layout.
   3. Add the following fields to the card layout.  
      * Field 1: Number
      * Field 2: Subject
      * Field 3: Parent Number
      {#configure-awa-channel-case-tasks__ul_y4y_qsw_3nb}
   4. Click Update.

   {#configure-awa-channel-case-tasks__substeps_wzf_ksw_3nb}  
   For more information about configuring the card layout, see [Create or modify an
   inbox layout](https://www.servicenow.com/docs/access?context=awa-modify-inbox-layout&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
3. Create a queue for the case task service channel.
   1. In the Queue related list, click New.
   2. Fill in the following fields on the Queue form.  
      {#configure-awa-channel-case-tasks__table_nty_dtw_3nb__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the queue. For example, Case Task Assignment. |
      | Short description | Brief explanation of the queue. For example, Assign case tasks to middle office users. |
      [Tabela 2. Queue related list field description]

      {#configure-awa-channel-case-tasks__table_nty_dtw_3nb}
   3. Click Submit.

   {#configure-awa-channel-case-tasks__substeps_jw3_xsw_3nb}  
   For more information about configuring a queue, see [Create a work item
   queue](https://www.servicenow.com/docs/access?context=awa-create-queue&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
4. Create an assignment rule for the Case Task Assignment queue.
   1. Navigate to Advanced Work AssignmentAssignment Rules and click New.
   2. Fill in the fields on the Assignment Rule form.  
      {#configure-awa-channel-case-tasks__table_mcy_b5w_3nb__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the assignment rule. |
      | Short description | Brief description of the assignment rule. For example, Assign the case tasks based off this configuration. |
      | Assign by | Type of assignment. Select Most Capacity, which routes a work item to the user who has the greatest availability for handling the work. |
      | Allow agents to reject | In the Rejection handling form section, enable this check box to enable users to reject work items in their inbox. |
      [Tabela 3. New assignment rules field description]

      {#configure-awa-channel-case-tasks__table_mcy_b5w_3nb}
   3. Click Submit.

   {#configure-awa-channel-case-tasks__substeps_q55_vtw_3nb}  
   For more information about creating an assignment rule, see [Configure agent
   assignment rules](https://www.servicenow.com/docs/access?context=awa-create-assignment-rule&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
5. Create a group for the Case Task Assignment queue.
   1. Navigate to Advanced Work AssignmentManagementGroups and click New.
   2. Fill in the fields on the Group form and click Submit.
   3. Click the group to display the Group form.
   4. In the Group Members related list, add users to the group.  
      The users that you add to the group for the Case Task Assignment queue require the following roles:
      * Case task agent (sn_customerservice.case_task_agent)
      * AWA agent (awa_agent)
      {#configure-awa-channel-case-tasks__ul_pcm_sjx_3nb}

   {#configure-awa-channel-case-tasks__substeps_bqj_jhx_3nb}  
   For more information about creating a group, see [Create or modify groups
   for Advanced Work Assignment queues](https://www.servicenow.com/docs/access?context=awa-groups&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)
6. Associate the assignment rule with the Case Task Assignment queue.
   1. Navigate to Advanced Work AssignmentSettingsQueues and click the Case Task Assignment queue.
   2. In the Assignment Eligibility related list on the Queue form, click New.
   3. Select the case task assignment rule in the Agent assignment rule field.
   4. Select the case task assignment group in the Groups field.
   5. Click Submit.
   {#configure-awa-channel-case-tasks__substeps_vkk_qkx_3nb}
7. Activate the service channel.
   1. Navigate to Advanced Work AssignmentSettingsPresence States.
   2. Click the Available presence state and add the case task service channel to the Selected column.
   3. Click Update.

   {#configure-awa-channel-case-tasks__substeps_gg5_plx_3nb}  
   Once the service channel is activated, you can use it to assign work items. For more information, see [Service channels](https://www.servicenow.com/docs/access?context=awa-service-channels&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).