Qualify work order tasks in CSM Agent Workspace

Qualify work order tasks associated with a work order to dispatch them to agents who can work on the task.

Before you begin

Role required: wm_qualifier and sn_customerservice_agent, or wm_qualifier and sn_customerservice.consumer_agent

Procedure

1. Click the List icon (

1. Navigate to Work Orders > Awaiting Qualification

2. Select the work order that has the work order tasks you want to qualify.

3. To qualify a work order task:

   1. Select the work order task.
   2. In the Dispatch group field, click the search icon, and select a dispatch group.
   3. Click Save. The work order task moves to Pending Dispatch state. When all work order tasks related a work order are qualified the work order moves to Qualified state. For more information on qualifying work order tasks, see Qualify work order tasks