Advanced Work Assignment for CSM release notes
Version history for the ServiceNow® Advanced Work Assignment for CSM application on the ServiceNow Store.
Important:
For details on system requirements and family compatibility, view the application
listing on the ServiceNow Store
website.
- Version 1.0.4 - March 2026
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- Customer service teams lose productivity when agents manually triage queues, pick up mismatched work, or sit idle while others are overloaded. Advanced Work Assignment for CSM eliminates this by automatically routing customer interactions — across chat, email, phone, and messaging — to the agent best equipped to handle them based on skills, availability, and capacity. The result is faster first response, fewer reassignments, and more consistent SLA adherence.
- Built natively on the ServiceNow platform, AWA for CSM gives CSM administrators full control over routing logic through a centralized Admin Console. Teams can define skill-based conditions, set capacity thresholds per channel, and manage agent availability, all within the tools they already use.
- Unlike point solutions that bolt routing onto existing systems, AWA for CSM is deeply integrated with ServiceNow CSM data — cases, interactions, agent profiles, and SLAs — giving operations leaders a single place to configure, monitor, and optimize how work flows to their teams.