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Siebel Assignment Manager Administration Guide > Assignment Rule Administration > Example of Using Assignment Skills in Assignment RulesThis topic gives one example of using skills to determine who passes an assignment rule. You may use this feature differently, depending on your business model. The following procedure explains how to configure Assignment Manager so that only employees who speak Spanish are assigned a service request. To configure Assignment Manager to assign a service request only to employees who speak Spanish
NOTE: The previous example used the Compare to Person comparison method, however, skill matching can be used with other comparison methods. For more information about comparison methods, see Assignment Criteria Comparison Methods. Assignment Manager can also do skill matching with expertise codes and can use weighting factors to assign weighted scores to different expertise codes. For more information about skill matching using expertise codes and weighting factors, see Process of Defining Criteria Values as Skills with Expertise Codes and Weighting Factors. |
Siebel Assignment Manager Administration Guide |