---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# AWA for CSM

# AWA for CSM {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.

## Plugins {#awa-csm-overview__section_y33_wqm_dfb}

The Advanced Work Assignment for CSM feature is available with the Customer Service
plugin (com.sn_customerservice).

To use the shift-based assignment feature for customer service cases, you must enable the Workforce Optimization for Customer Service plugin (com.snc.wfo.csm) in addition to the Advanced Work Assignment plugin (com.glide.awa).
For more information, see [Activate Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/S8ODn~TaEH_jeTpqw5h1Mg "Workforce Optimization for Customer Service solution is highly modular, offering a wide range of capabilities such as Channel Management, Scheduling, Coaching, and Teams applications in CSM Manager Workspace. The Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) plugin activates all other dependent plugins to enable users to the Channel Management, Scheduling, Coaching, and Teams applications in Workforce Optimization for Customer Service.").

To use the chat feature with Advanced Work Assignment for CSM, you must also activate the
Agent Chat plugin (com.glide.interaction.awa).

For more information, see [Activate related plugins for Advanced Work
Assignment](https://www.servicenow.com/docs/access?context=awa-related-plugins&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).

## Inbox layouts {#awa-csm-overview__section_bc5_5gj_2gb}

Three chat inbox layouts are included with the Chat service channel. {#awa-csm-overview__table_sp1_xgj_2gb__entry__2}

| Chat Layout | Included Fields |
|-|-|
| Default Chat Layout | Short description |
| Contact Chat Layout | Short description, Contact, Account |
| Consumer Chat Layout | Short description, Consumer |
[Table 1. Chat Layouts and fields on the Chat Service channel]

{#awa-csm-overview__table_sp1_xgj_2gb}  
Two case inbox layouts are included with the Case service channel. {#awa-csm-overview__table_xr2_53j_ack__entry__2}

| Case Layout | Included Fields |
|-|-|
| Default Case Layout | Short description, Contact, Account, Priority, Category |
| Consumer Case Layout | Short description, Consumer, Priority, Category |
[Table 2. Case Layouts and fields on the Case service channel]

{#awa-csm-overview__table_xr2_53j_ack}

## Variable work item sizing {#awa-csm-overview__section_enc_4db_4jb}

Organizations may like to size cases based on the complexity of the case, time and effort
required to complete work. This helps in estimating agent utilization accurately. Advance work
assignment currently treats every case as one unit of work. However, sometimes, certain cases
may require more work than others. These cases may account for a greater share of an agent's
capacity. Work item sizing allows to size the case differently based on the case attributes. For
more information, see [Service channel capacity and
utilization](https://www.servicenow.com/docs/access?context=awa-service-channel-capacity&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).

## Agent affinity {#awa-csm-overview__section_wck_rxz_pkb}

Agent Affinity is an Advanced Work Assignment enhancement that enables you to streamline the
routing of work items. Advanced Work Assignment automatically assigns work items based on
historical, task-based, or account team affinity. For more information about agent affinity, see
[Using Agent Affinity](https://www.servicenow.com/docs/access?context=awa-agent-affinity-concept&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).
**Related topics**   

* [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US)