---
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


---

# Working with Advanced Work Assignment

# Working with Advanced Work Assignment {#ariaid-title1}

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

Suppliers interact with APO agents for invoice inquiry cases using the live chat.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllSupplier Collaboration portal.  
   Suppliers interact with APO live agent for invoice inquiry cases. The interactions between supplier and APO live agent is recorded in an auto-generated interaction record. For more information regarding interaction record, refer [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.").
2. Click Create a case through the interaction record to create an inquiry case.  
   For more information about invoice case, refer [Create New Invoice case form](https://servicenow-prod.fluidtopics.net/oaUsSAqZNxyVTAoeeYqTOQ "Use the Create New Invoice case form to provide details about the Invoice case.").

## Result

An invoice inquiry case is created through the interaction record, and the interaction is auto-recorded.
**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.")
* [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.")

*[\>]: and then