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Defining Customer Expectation Manager Rules

The CEM administration screen holds the historical estimates for task completion times and the rules for selecting an appropriate line. When CEM is invoked, the business service steps through each rule for all applicable rule-sets to find a rule that evaluates to true. The estimates defined against this rule are used for calculation of expected times.

To create a CEM rule

1. Navigate to the Administration - Application screen > Customer Expectations Manager view.
2. In the Rule Sets Applet, create a new record, and complete the fields.

   Some fields are described in the following table.

   Field	Comments
   Name	CEM rule set name.
   Business Object	Business object context for evaluating the rules.
   Business Component	Business component context for the conditional expression and rules evaluation.
   Conditional Expression	A valid Siebel query language expression. If this conditional expression evaluates to True, then the rules under the rule-set would be evaluated. TIP:   Use the expression builder to test the validity of conditional expressions.
   Active Flag	Flag to activate or inactivate a rule-set. The field predefaults to Inactive.

   NOTE:  If the conditional expression is not used, there should be only one rule-set per business object/business component defined. If there are multiple rule-sets for the same BO/BC, and a conditional expression is not defined, then the sequence of examination is random.

3. In the Rules list, create a new record, and complete the fields.

   Some fields are described in the following table.

   Field	Comments
   Sequence	Sequence number for rule evaluation.
   Business Component	Business component reference for the expression evaluation. This field predefaults to the BC on the rule-set definition and is a read-only field.
   Conditional Expression	Siebel query language expression that specifies the rule. If this conditional expression evaluates to True, then the estimates associated with the rule is selected; further evaluation of the rules is aborted. TIP:   Use the expression builder to test the validity of Inclusion expressions.
   Name	Unique name for the rule. Used to improve performance of the rule-set search during execution. Internally, a user key is constructed on the name field.
   Schedule	Schedule to use for calculating the expected completion times for the task. Schedules govern the working hours, holidays, and downtime. If selected, the start time for the task is calculated using the schedule. Schedules are administered by navigating to the Administration - Service screen > Schedules view. Refer to Siebel Field Service Guide for details on schedule administration.
   Use Employee Schedule	If flagged, the employee schedule is used to calculate the start time. Employee schedule override the default schedule.
   Unit	Unit of measure for the preparation, expected and slack times. Valid units: Minutes, Hours, or Days.
   Preparation Time	Queue time for the task.
   Expected Time	Expected time to complete the task.
   Slack Time	Time buffer to allow for deviations from the expected completion time.
   Auxiliary Field	(Optional) Specify Business Component field-value pairs. The specified fields are updated with the values based upon the rule selected. Example: "Priority","0-ASAP"