--- 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 --- # Configure Advanced Work Assignment for Accounts Payable Operations # Configure Advanced Work Assignment for 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 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. ## Before you begin Role required: admin ## Procedure 1. Navigate to AllAdvanced Work Assignment. 2. Create a service channel to automatically route incoming work to agents. For more information about creating service channels, see [.](https://www.servicenow.com/docs/access?context=awa-create-service-channel&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US) Service channels specific to Accounts Payable Operations are: * Invoice Inquiry Cases * Chat {#configure-advanced-work-assignment-for-apo__ul_cl3_b3m_zyb} Note: You can customize the service channel of your choice for any work that would have come through by any mode other than email, chat, messenger. After you've created the service channel, do the following. 1. Configure the agent capacity to determine the number of work items that can be assigned to agents belonging to a defined group. For more information, see [.](https://www.servicenow.com/docs/access?context=awa-change-agent-capacity&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US) 2. Create or change an inbox layout to determine the information shown on work item cards displayed in an agent's inbox. For more information, see [.](https://www.servicenow.com/docs/access?context=awa-modify-inbox-layout&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US) 3. Create a work item size override if you want to calculate an agent's workload using a work item size other than the default. For more information on work item, see [.](https://www.servicenow.com/docs/access?context=awa-modify-work-item-size&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US) {#configure-advanced-work-assignment-for-apo__ol_qy5_yjm_zyb}Define or modify a work item queue, which determines the work items to be routed automatically to agents assigned to a service channel. For more information on queues, see [.](https://www.servicenow.com/docs/access?context=awa-create-queue&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US) 3. To assign queues, work items to agents, follow steps 3--5 from [Configure Advanced Work Assignment for Source-to-Pay Operations](https://servicenow-prod.fluidtopics.net/uzRk94RebVysqAbSLIfMKQ "Configure various components, such as service channels, work item queues, and assignment rules that determine how emails and chat interactions should be routed to agents."). ## Result AWA is configured for Accounts Payable Operations to route requests or queries from email, chat, or messenger to the respective agents. * **[Configure the Accounts Payable Operations queues](https://servicenow-prod.fluidtopics.net/HuyDhlPWwB~LrtviLgf7GQ)** Configure AWA for Accounts Payable Operations queues so that email, chat, and requests raised by suppliers are routed to respective agents belonging to the Accounts Payable supplier group. * **[Configure Agent chat for Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/uWh2cQS9Rsav7wKt~gkAkA)** Configure agent chat settings to interact with an Accounts Payable Operations agent. **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.") * [Advanced Work Assignment in Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/lhR8yPdETF~ii3Ov_vkGDQ "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 inbox.") * [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.") * [Working with Advanced Work Assignment](https://servicenow-prod.fluidtopics.net/Rs4VroKmQ6Xe4IZdwKvTng "Suppliers interact with APO agents for invoice inquiry cases using the live chat.") *[\>]: and then