Configure Service Requests service channel

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

    • 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.