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Siebel Assignment Manager Administration Guide
What's New in This Release
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Finding and Using Assignment Manager Information
How to Use the Siebel Assignment Manager Administration Guide
Important Assignment Manager Resources
Information on Assignment Manager Seed Data
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Overview of Siebel Assignment Manager
Assignment Manager Terminology
Assignment Concepts
Essential Assignment Manager Building Blocks
Optional Assignment Manager Building Blocks
Assignment Manager Operating Modes
Specialized Assignment Manager Features
Modes for Processing Assignment Rules
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Planning Your Assignment Manager Implementation
Guidelines for Planning Your Assignment Manager Implementation
Planning Your Assignment Manager Deployment
Guidelines for Creating Assignment Rules
Planning Optimal Assignment Rules
Scenarios for Using Assignment Manager
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Basic Assignment Manager Configuration
About Performing Basic Assignment Manager Configuration Tasks
About Assignment Manager Object Types
About Assignment Manager Object Type Hierarchy and Relationships
About Assignment Objects
Configuring Assignment Object Properties
Configuring Assignment Objects for Interactive Assignment
Process of Creating Assignment Criteria for Use in Assignment Rules
Creating Assignment Attributes
Mapping Assignment Attribute Columns to an Assignment Object and a Workflow Policy Component Column
Creating Assignment Criteria
Creating Assignment Criteria Attributes for Assignment Criteria
Process of Using a Single Criterion for Multiple Objects
Example of Using a Single Criterion for Two Objects
Disabling Assignment Attributes
About Inactive Assignment Manager Workflow Policy Components
About the Relationship Between Attributes and Skills
Viewing Predefined Skills
Enabling Assignment Objects for Skills
Example of Enabling an Assignment Object for Skills
Updating Your Assignment Manager Deployment with New Configurations
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Assignment Rule Administration
About the Assignment Manager Administration Views
Before Defining Assignment Rules
Process of Defining Assignment Rules
Creating Assignment Rule Groups
About Some of the Assignment Rule Fields
Creating Assignment Rules
About Assignment Criteria
Assignment Criteria Comparison Methods
Assignment Criteria Inclusion Methods
About Assignment Scoring
About the Required Field for Assignment Criteria
Process of Adding Criteria and Values to Assignment Rules
Adding Assignment Criteria to Assignment Rules
Adding Criteria Values to Assignment Criteria
Defining Assignment Rules to Use a Single Criterion for Multiple Objects
Removing Assignment Criteria from Assignment Rules
About Assignment Skills, Expertise Codes, and Weighting Factors
Process of Defining Criteria Values as Skills with Expertise Codes and Weighting Factors
Creating Expertise Codes for Skills
Adding Criteria Values as Skills to Assignment Rules Using Expertise Codes
Defining Weighting Factors for Expertise Codes
Scenario for Using Assignment Skills
Example of Using Assignment Skills in Assignment Rules
Adding Employees, Positions, and Organizations to Assignment Rules
Choosing a Candidate as the Primary Assignee
Associating Skills with Employees, Positions, and Organizations
How Assignment Manager Balances Workload Among Candidates
Process of Defining Assignment Workload
Creating Assignment Workload Distribution Rules
Applying Assignment Workload Distribution to Employees, Positions, and Organizations
Assignment Methodology and Examples for Creating Assignment Rules
Assignment Methodology
Example of Creating Sales Assignment Rules Based on Territories
Example of Creating Sales Assignment Rules That Combine Criteria
Example of Creating Assignment Rules for Service Organizations
About Assignment Policies
Process of Defining Assignment Policies for Dynamic Assignment
Creating Assignment Policies for Dynamic Assignment
Activating Assignment Policies to Enable Dynamic Assignment
Deactivating Assignment Policies to Disable Dynamic Assignment
How Assignment Manager Determines the Sequence in Which Rules Are Evaluated
Adding a Sequence Number to Assignment Rules
How Assignment Manager Uses Server Key Maps to Load Rules to a Particular Siebel Server
Defining Server Key Maps for Assignment Rule Groups
Generating Assignment Reports
Preparing to Release Assignment Rules
Releasing Assignment Rules
About Migrating Assignment Rules
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Working with Dynamic Candidates
About Dynamic Candidates
About Dynamic Candidate Types
Examples of Dynamic Candidate Assignment
Example of Assigning Dynamic Candidates to the Same Object
Process of Defining Dynamic Candidates
Configuring Assignment Objects for Dynamic Candidates
Configuring Join Specifications for Dynamic Candidate Object Definitions
Mapping Columns From Source Tables to Team-Based Criteria
Copying Dynamic Candidate Attribute Columns to the Team Table
Adding Dynamic Candidate Teams to Assignment Rules
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Assignment Rule Administration for Delegated Assignment
About Delegated Assignment
Scenario for Delegated Assignment
Sample Delegated Assignment Process Flowchart
About Assignment Rule Group Hierarchy
About Setting Up Assignment Rules for Delegation
Process of Making an Assignment Rule Inheritable
Creating Child Assignment Rule Groups
Adding Owners to the Inheritance Access List
Adding Criteria Templates to Assignment Rules
Process of Inheriting and Refining Delegated Assignment Rules
Inheriting Delegated Assignment Rules
Applying Criteria Templates to Inherited Assignment Rules
Setting Up Assignment Responsibility for Designees
Examples for Using Delegated Assignment
Scenario for Working with Delegated Administrators
Delegated Assignment Example 1: Assignment Administrator Tasks
Delegated Assignment Example 2: Second-Tier Delegated Administrator Tasks
Delegated Assignment Example 3: Third-Tier Delegated Administrator Tasks
Delegated Assignment Example 4: Third-Tier Delegated Administrator Tasks for Partners
Summary for Examples of Working with Delegated Administrators
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Running Assignment Manager
Preparing to Run Assignment Manager
Checking the State of the Assignment Manager and Server Request Broker Components
Modifying the Assignment Manager Server Component Parameters
Additional AsgnSrvr and BatchAsgn Parameter Information
Setting the Log Level of Assignment Manager Events
About Server Administration Requirements After Configuration
About Server Administration Requirements for Assignment Modes
About Using an Object Where Clause to Restrict the Number of Records Processed
About Running Assignment Manager in Denormalization Mode
Activating Contact Denormalization for Dynamic Assignment
Running Interactive Assignment
Running Interactive Assignment from the UI
Example of Running Interactive Assignment for Service Requests from the UI
About Running Interactive Assignment in Rule Group Mode
About Running Dynamic Assignment
Process of Running Dynamic Assignment
Reviewing Triggers for Dynamic Assignment
Generating Triggers for Dynamic Assignment Using the UI
Generating Triggers for Dynamic Assignment Using the Command-Line Interface
Starting Workflow Monitor Agent for Dynamic Assignment Using the Command-Line Interface
About Tuning Dynamic Assignment for Performance
About Running Batch Assignment
Running Batch Assignment
Running Batch Assignment Using the Command-Line Interface
About Running Multiple Instances of Assignment Manager in Batch Mode
About Tuning Batch Assignment for Performance
Running Mobile Assignment
About Running Assignment Manager in Reporting Mode
About Assignment Manager Rule Cache Files
About Using External Components to Invoke Assignment Manager
About Tuning Assignment Manager for Performance in a DB2 Deployment
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Advanced Assignment Manager Configuration
About Performing Advanced Assignment Manager Configuration Tasks
Creating Assignment Objects
Creating New Skills
Example of Using Skill Tables
Assigning Objects Based on the Primary Address
Assigning Child Accounts Based on Parent's Primary Address
Reassigning Accounts to a Different Primary Position
Routing of Assignments to Mobile Users
Maintaining the Manually Assigned Primary Position
Stopping Assignment of the Default Organization
Stopping Assignment of Organizations for Accounts
Setting the Lock Assignment Default Value for Activity Assignment Objects
Configuring Assignment Objects to Copy Additional Columns to the Team Table
Example of Copying Additional Columns to the Team Table
Process of Configuring Assignment Objects for Team Scoring
Extending an Object's Base Table for Team Scoring
Configuring Assignment Objects for Team Scoring
Example of Configuring the Opportunity Assignment Object for Team Scoring
About Configuring Assignment Manager to Copy Columns
Process of Configuring Assignment Manager to Copy Columns
Configuring Assignment Objects to Copy Columns
Copying Columns Using the UI
Copying Columns Using the Command-Line Interface
Configuring Assignment Manager to Use Reporting Tables and Columns
Configuring Assignment Objects for Multitiered Assignment
Scenarios for Using Multitiered Assignment with Sales Assignment Rules
Configuring Assignment Manager to Add Scores Across Rules
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Availability-Based Assignment
About Availability-Based Assignment
About Assigning Employees to Assignment Rules Based on Availability
How Assignment Manager Creates Activities for Employees During Availability-Based Assignment
Process of Configuring Assignment Objects for Availability-Based Assignment
Extending an Assignment Object's Base Table for Availability-Based Assignment
Configuring Assignment Object Properties for Availability-Based Assignment
Configuring Assignment Object User Properties for Availability-Based Assignment
Example of Configuring the Service Request Assignment Object for Availability-Based Assignment
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Assignment Load Splitter Configuration
How Load Splitter Configuration Works
Scenarios for Load Splitter Configuration
Setting Up Load Splitter Configuration
Examples for Administering the Load Splitter
Load Splitter Operating Modes
Distribute Data Method
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Troubleshooting: Assignment Manager Error Messages
Viewing Assignment Manager Error Messages
Assignment Manager Error Messages
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