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Siebel Assignment Manager Administration Guide > Assignment Rule Administration > Process of Defining Criteria Values as Skills with Expertise Codes and Weighting FactorsYou define skills in the same manner as you define criteria values. Defining criteria values as skills with expertise codes is a preconfigured feature of assignment criteria values and works with assignment rules for service objects (or any other object you configure to use skills). By default, sales objects do not use skills. To define criteria values as skills with expertise codes and weighting factors, perform the following tasks:
These tasks are one step in Process of Defining Assignment Rules. NOTE: Criteria and skills need the same Assignment Criteria Attribute enabled for Assignment Manager to perform skill comparison. For more information about enabling Assignment Criteria Attributes, see Creating Assignment Criteria Attributes for Assignment Criteria. Creating Expertise Codes for SkillsExpertise codes apply only to skills and are global; after they are defined, assignment criteria share the same set of expertise codes. Expertise codes are predefined for the following skill types (assignment criteria): The three predefined expertise codes are Novice, Intermediate, and Expert. For most deployments, the predefined skills are sufficient, however, you can create new ones. Expertise codes are stored in (and can be modified, added to, or deleted from) the Administration - Data screen, and the List of Values view. To create new expertise codes, use the following procedure. NOTE: Perform the procedures in this topic only if the default expertise codes (Novice, Intermediate, and Expert) do not meet the requirements of your organization.
Figure 10 shows an example of creating a Manager expertise code that is ranked higher than the default expertise codes. Adding Criteria Values as Skills to Assignment Rules Using Expertise CodesTo add a criteria value as a skill to an assignment rule using expertise codes, select the desired expertise from the Expertise Code field in the Values list, as shown in Figure 11. The predefined expertise codes are: Novice, Intermediate, and Expert. This task is a step in Process of Defining Criteria Values as Skills with Expertise Codes and Weighting Factors as well as a step in Process of Defining Assignment Rules. To add a skill to an assignment rule using an expertise code
Figure 11 shows an example of creating a required Product Line Wildcard assignment criterion that is compared to candidates. This criterion requires a minimum score of 10 and the modem product line skill with an expertise level of Intermediate or better. In this example, only candidates with an Intermediate or Expert level of expertise qualify for this skill and receive 20 points. If the predefined expertise codes are not sufficient for your needs, you can create new ones. To create new expertise codes, see Creating Expertise Codes for Skills. Defining Weighting Factors for Expertise CodesWeighting factors for expertise codes apply only to skills and are global; after they are defined, assignment criteria share the same set of weighting factors for expertise codes. Weighting factors weigh expertise codes by applying a specified percentage to the skill score. Table 27 shows sample weighting factors that can be used for the three types of predefined expertise codes. In this example, candidates with an Intermediate level of expertise for the matched skill are favored over other candidates, because they receive 100% of the skill score. This result may be desired if your organization has many more service representatives with an Intermediate level expertise than service representatives with an Expert level of expertise. In this case, you make sure that service requests that require only an Intermediate level of expertise are assigned to service representatives with that level of expertise. NOTE: Use weighting factors to adjust relative scoring for expertise; do not define separate criteria and scores for different expertise levels. If you use weighting factors to weigh the expertise codes, candidates with different expertise receive different scores. For example, if you use the weighting factors described in Table 27 and the expertise code defined in Figure 11:
This task is a step in Process of Defining Criteria Values as Skills with Expertise Codes and Weighting Factors. Weighting factors for expertise codes are stored in (and can be modified, added to, or deleted from) the Administration - Data screen and the List of Values view. To define weighting factors for expertise codes
Figure 12 shows an example of defining the weighting factors for the default expertise codes using the values listed in Table 27. |
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