---
title: Tutorial: Automatically assign work to agents by skill
description: Learn how you can configure Advanced Work Assignment to automatically route cases to agents who speak German. Use this tutorial as a guideline to help you understand how you can route work items to agents according to their designated skills.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/skills-routing-tutorial.html
release: australia
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Configure agent assignment rules, Configure, Advanced Work Assignment, Manage people and work, Conversational Interfaces]
---

# Tutorial: Automatically assign work to agents by skill

Learn how you can configure Advanced Work Assignment to automatically route cases to agents who speak German. Use this tutorial as a guideline to help you understand how you can route work items to agents according to their designated skills.

Before you begin:

-   Activate the Skills Management \(com.snc.skills\_management\) plugin.
-   A basic understanding of the [Skills Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/skills-management.md) feature is required.
-   To have skills automatically assigned to cases, consider activating the Skill Determination \(com.snc.skill\_determination\) plugin.
-   Create a group of users who work in customer support.
-   Assign the awa\_agent and workspace\_agent roles to the customer support group.

\[Omitted image "icon-video-link.png"\] Alt text: Video link [Advanced Work Assignment \(AWA\) Tutorial: Automatically assign work to agents by skill](https://www.youtube.com/watch?v=2epAFf8yAT0) Watch this video for a visual representation of the following tutorial example.