In this video, we’ll explore ServiceNow Advance Work Assignment (AWA) — a powerful feature that automates and optimizes how work is assigned across teams. You’ll learn what AWA is, why it’s important, and how to configure it step-by-step within your ServiceNow instance. Whether you’re an administrator, developer, or ServiceNow enthusiast, this session will help you understand how AWA intelligently routes work items like cases, chats, and tasks to the right agents based on skills, availability, and capacity — ensuring faster resolution and improved customer satisfaction. 🧩 What You’ll Learn: What is Advance Work Assignment (AWA) in ServiceNow Key components: Queues, Channels, Assignment Rules, and Work Item Routing Step-by-step AWA configuration Best practices and tips for implementation Real-world use cases for HR, ITSM, and CSM Community Article Link: 🚀 Perfect For: ServiceNow Developers | Admins | Implementers | HRSD & ITSM Professionals 🔔 Don’t forget to subscribe for more ServiceNow tutorials, deep dives, and practical demos!