Add service channels and queues

---
title: Add service channels and queues
description: Add service channels and queues to automatically route incoming work items to agents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/add-channels-queues-configurable-wfo-itsm.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Setting up Channels, Channels, Workforce Optimization for ITSM, IT Service Management]
---

# Add service channels and queues

Add service channels and queues to automatically route incoming work items to agents.

## Before you begin

**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

Role required: sn\_channel\_mgmt.admin

## About this task

A service channel is a means of assigning a specific type of work items to agents. You can modify the existing service channels or create your own custom service channel.

## Procedure

1.  To create a service channel, do the following:

    1.  Navigate to **Workforce Optimization for ITSM** > **Channel Management** > **Service Channels**.
    2.  Click **New** and refer to the information in the [Create a service channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-create-service-channel.md) to create the service channel.
    3.  Click **Submit**.
    The service channel is created.

2.  To create a queue, do the following:

    1.  Navigate to **Workforce Optimization for ITSM** > **Channel Management** > **Queues** or select the service channel and click the **Queues** tab.
    2.  Click **New** and refer to the information in [Create a work item queue](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-create-queue.md) to create the queue.
    The queue is created in the service channel.


**Parent Topic:**[Setting up Channels in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/setup-channels-configurable-workforce-optimization-itsm.md)