Hi All, this was posted awhile back in the Customer Service Management forum but I was asked to post it here as well. Hope it's useful!

Advanced Work Assignment (for CSM) White Paper Available on NowCreate! (v1)

Summary:

• Primary challenges resolved through implementation of AWA

• Documentation steps on how to configure, plus best practices

• Customer use cases which can benefit the most from implementation as well as a detailed real world use case

• FAQ

Available to customers/partners/internal

Your feedback is welcome! -Erik

(v2 will include information on using WorkForce Optimization together with Advanced Work Assignment)