Configure Advanced Work Assignment for Legal Service Delivery

Configure the Advanced Work Assignment for Legal Service Delivery.

Configuration overview

• Activate Advanced Work Assignment for Legal Service Delivery

  Activate the Advanced Work Assignment for Legal Service Delivery plugin (sn_lg_awa) for Legal Service Delivery if you have the admin role

• Set up Advanced Work Assignment for Legal Service Delivery

  Configure various components, such as service channels, work item queues, and assignment rules that determine how a legal request should be routed to an agent.

• Activate Skills Management

  If you are going to use skill determination rules to map a skill to an legal request, activate Skills Management [com.snc.skills_management].

  Note: If you're using skill management, ensure you have the right subscription.