Advanced Work Assignment \(AWA\) for HR Service Delivery

---
title: Advanced Work Assignment \(AWA\) for HR Service Delivery
description: Use the ServiceNow Advanced Work Assignment for HR Service Delivery feature to automatically assign HR cases to agents based on availability, capacity, and skills.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/employee-service-management/hr-service-delivery/hr-awa.html
release: brazil
product: HR Service Delivery
classification: hr-service-delivery
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [HR Service Delivery case assignment, HR Administration, Configure, Case and Knowledge Management, HR Service Delivery, Employee Service Management]
---

# Advanced Work Assignment \(AWA\) for HR Service Delivery

Use the ServiceNow Advanced Work Assignment for HR Service Delivery feature to automatically assign HR cases to agents based on availability, capacity, and skills.

AWA for HR Service Delivery pushes cases and tasks to qualified agents using work item queues, routing conditions, and assignment criteria that you define.

AWA is also available for HR Service Delivery Agent Workspace.

For more details about AWA, see [Advanced Work Assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/awa-application-landing-page.md).

**Parent Topic:**[HR Service Delivery case assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/hr-service-delivery/hr-case-assignment.md)