Create a service channel to route requests

Create a service channel in Advanced Work Assignment so that you can route change requests to agents.

Before you begin

Role required: awa_admin or admin

Procedure

1. Navigate to the service channel settings through one of the following navigation paths:

   • All > Advanced Work Assignment > Home.

     In the Essential settings section, select Set up service channels.

   • All > Advanced Work Assignment > Service Channels.

   • Select New.

2. On the form, fill in the fields.

   • Name: Change Request
   • Inbox Order: 100
   • Table: Change Request [change_request]
   • Active: Selected
   • Utilization condition: [Active] [is] [true]
   • Select Submit.