Siebel Assignment Manager Administration Guide > Assignment Rule Administration >

Scenario for Using Assignment Skills

This scenario provides an example of how Siebel Assignment Manager can automatically route an SR (service request) to the most qualified field service representative. Your company may follow a different process according to its business requirements.

A software application company places a call to your call center stating they have a malfunctioning cable modem. To handle the incoming request, a call center service agent creates an SR, and then associates that service request with the Cable Modem PL/12 product. Based on the predefined assignment rule, Assignment Manager automatically assigns the SR to the most qualified field service representative who has expertise with this cable modem product line.