Brazil, Australia
Standalone Application
Get interactions to agents with the right expertise—instantly. Skill Rule automatically matches incoming work to agent skills and proficiency levels, eliminating manual assignment and helping agents solve issues faster. Built natively on ServiceNow and integrated with Advanced Work Assignment, it requires no separate tools or complex setup.
- Smart skill matching: Define conditions that evaluate agent skills at assignment time and routes to the right agents.
- Built into Advanced Work Assignment (AWA) — No extra configuration or separate systems needed.
- First-match assignment — Directs work to skilled agents without reassignment.
- Easy administration — Update skill rules anytime from the Admin Console.
Changed:
Skill matching is now instant and fluent. Work routes the moment it arrives, with no delay between assignment and agent pickup.
Not applicable for this application version.
- Advanced Work Assignment (AWA) — com.glide.awa
- Customer Service Management (CSM) — com.sn_customerservice
- ServiceNow platform: Australia release or later