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

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Advanced Work Assignment (AWA) for HR Service Delivery

# Advanced Work Assignment (AWA) for HR Service Delivery {#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 for HR Service Delivery feature to
automatically assign HR cases to agents based on availability, capacity, and skills.

AWA for HR Service Delivery pushes cases and tasks to qualified agents using
work item queues, routing conditions, and assignment criteria that you define.

For more information, see Agent Workspace Advanced Work Assignment (AWA).

AWA is also available for HR Service Delivery
Agent Workspace. For more information, see [Advanced Work Assignment (AWA) for HR Service Delivery Agent Workspace overview](https://servicenow-prod.fluidtopics.net/ePxsiBvFyn9yzzNf6pKSjg "Use the ServiceNow Advanced Work Assignment (AWA) for HR Service Delivery Agent Workspace to automatically assign a work item to agents based on their availability, capacity, and skills.").