---
sourceDocument: Yokohama Finance and Supply Chain
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/source-to-pay-operations

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Finance and Supply Chain

ft:clusterId :

    - stpop

bundleId :

    - stpop

workflow :

    - Employee


---

# Advanced Work Assignment in Accounts Payable Operations

# Advanced Work Assignment in Accounts Payable Operations {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Advanced Work Assignment (AWA) automatically assigns work items to Accounts Payable Operations agents based on their availability, capacity and skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. The work items are
available in [Agent workspace](https://servicenow-prod.fluidtopics.net/uVcefHb3IQtulDeCafgXXQ#gloss-agent-workspace "a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer questions and resolve customer problems.")inbox.

Customers use different channels to request service, for example, email, chats, cases, or incidents. Requests from customers create task or interaction records that store information about these objects, called work items. [AWA](https://servicenow-prod.fluidtopics.net/uVcefHb3IQtulDeCafgXXQ#gloss-awa-apo "An application that automatically assigns work items to agents based on their availability, capacity, and skills to resolve invoice cases within Accounts Payable Operations.") automatically routes work items to queues that focus on certain types of support, using criteria (such as priority or customer status) that you provide.

For more information about AWA, refer [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US).
* **[Setting up Advanced Work Assignment for Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/EhS9HxJUaA0pyuoJRkcBCw)**   
  Set up the AWA and required plugins through the plugin page after selecting any `Get [plugin]`button on the Advanced Work Assignment home page.

**Related concepts**   

* [Invoice case categories and subcategories](https://servicenow-prod.fluidtopics.net/n7zeI9j5cz5DSAL0NINP~w "An agent and Accounts Payable Specialist can access and work on the invoice cases in the Accounts Payable workspace.")
* [Using Invoice Case Management](https://servicenow-prod.fluidtopics.net/F2To1EesNPWzTAdSlkAxxw "Agents can use Invoice Case Management to manage and work on invoice inquiry cases raised by employees and suppliers to resolve issues related to invoices.")
* [Using Accounts Payable Invoice Processing](https://servicenow-prod.fluidtopics.net/j7fXn5ce4LaeLlLo8d1KOw "Accounts Payable Specialists can use the Accounts Payable Invoice Processing application to manage and work on invoice processing cases to perform end-to-end invoice processing, from invoice ingestion to approval.")
* [Using Advanced Work Assignment for Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/50n~uU9BLIAbbFi~zPjz7g "AWA enables suppliers to interact with Accounts Payable Operations agents inquire or resolve invoice-related queries.")
* [Interaction management in Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/bH~NSUo9inlbOJRl2VcxkA "Any request for assistance made to an Accounts Payable specialist via email, chat, phone is logged in an auto-generated interaction record. Agents can choose to create a case from the interaction record, create a request, and associate an interaction record with an existing invoice case record.")
* [Composing emails with predefined content from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/VYy_aifSV8ndHbwur5XCSQ "Insert predefined content into the message body of emails that you send from the email client in the Source-to-Pay Workspace.")
* [Universal Request in Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/UzMv9rhcIiOoPScJLLHcXA "The ServiceNow Universal Request (UR) feature transforms fragmented service intake into a centralized, intelligent, and scalable experience for invoice case management.")
* [Playbook for updating the invoice primary data](https://servicenow-prod.fluidtopics.net/5m7~hBfZdOLHaMjxeD3bLQ "Playbooks provide Accounts Payable admins or specialists to visualize invoice processing workflows in a simplified, task-oriented, actionable view.")
* [Using Supplier Collaboration Portal in APO](https://servicenow-prod.fluidtopics.net/NokqWFGGKnfIfW7o3UZWuA "The Supplier Collaboration portal application integrated with Accounts Payable Operations provides seamless interaction between Account Payable Specialist and supplier in creating invoice inquiry case, submit new invoice, resolving case tasks and exception tasks.")  
**Related tasks**   

* [Create a knowledge base article about invoice](https://servicenow-prod.fluidtopics.net/iLTT0HUTfRaNggoixzVtog "Create a knowledge base article to share invoice information and policies with your employees and suppliers.")
* [Configure Advanced Work Assignment for Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/NQ4kEp815L0WME0Q69NpgA "Configure AWA for APO to ensure that requests or queries received via email, chat, messenger are routed to the respective APO agents belonging to defined groups.")
* [Working with Advanced Work Assignment](https://servicenow-prod.fluidtopics.net/Rs4VroKmQ6Xe4IZdwKvTng "Suppliers interact with APO agents for invoice inquiry cases using the live chat.")