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

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    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Finance and Supply Chain

ft:clusterId :

    - stpop

bundleId :

    - stpop

workflow :

    - Employee


---

# Using Advanced Work Assignment for Source-to-Pay Operations

# Using Advanced Work Assignment for Source-to-Pay Operations {#ariaid-title1}

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

Enables shoppers or requesters to interact with agents to resolve their issues and get answers to their questions.

The Advanced Work Assignment for Source-to-Pay Operations application enables the following:

* Shoppers or requesters can start chat sessions using Virtual Agent from Employee Center to interact with live agents. For more information, see [Virtual Agent for Sourcing and Procurement Operations](https://servicenow-prod.fluidtopics.net/RD9rcOmZS7zwBUAhykoQhA "ServiceNow Virtual Agent for Sourcing and Procurement Operations enables shoppers to quickly find and purchase products that they're looking for from a vendor on ShoppingHub, by interacting with a virtual agent from Employee Center. It also allows shoppers to view purchases, procurement tasks, procurement cases, and even work on their to-dos. They can also get help from the procurement team using Virtual Agent.").
* Agents, when online, get notified of incoming requests on new work items. By default, no more than five work items are assigned to an agent at a time. They can accept chat requests from the Source-to-Pay Workspace Inbox page to interact with shoppers or requesters. They also have the option to reject the chat requests, or transfer them to other queues or agents with more expertise on that topic, if needed.
* Agents can use various features like response templates, knowledge base articles, Agent assist, and so on, to complete their work and resolve the queries or questions from the shoppers. For more information on these features, see [Email composer with quick messages and response templates in Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/dnYlsLf9tjRhkOP_xpUxAw "Insert predefined content into the message body of emails that you send from the email client in Source-to-Pay Workspace.") and [Agent assist in Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/pZnKD2ih4wLV1pXH6Y9ifQ "Agent assist in Source-to-Pay Workspace automatically displays relevant search results based on the search text, which is defaulted with the short description of the procurement case you’re working on. You can edit the search text as required. These search results help you to work on the record.").
* Agents can also create cases out of these interactions if any work item needs more analysis and help from the fulfiller. For more information on interactions, see [Create a procurement case](https://servicenow-prod.fluidtopics.net/2f6CmlJz_hUtMIPjqd3x4A "As a procurement specialist, create a procurement case from the list view of Source-to-Pay Workspace to address your procurement-related business needs.").
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* **[Automatic case creation from emails](https://servicenow-prod.fluidtopics.net/t_XkCFN5bpPdxuRRFoTyzA)**   
  Cases are automatically created from incoming emails from shoppers based on the keywords used by them in the subject lines and bodies of the emails.