Siebel Assignment Manager Administration Guide > Assignment Rule Administration > Process of Defining Assignment Rules >

Assigning Skills to Employees, Positions, and Organizations

You use skills to find the best matching candidates to assign to assignment objects. Skills can be associated with individual employees, positions, or organizations. During the assignment process, Assignment Manager tries to find candidates that have the relevant skills for assignment to a particular item. For example, a service request requiring an agent who has expertise for a particular product is routed to someone who has that product expertise as a part of their skillset. For more information about how skills are applied, see Assignment Operation Modes, and Creating Criteria Values as Skills with Expertise Codes and Weighting Factors. For more information about creating skills, see Creating New Skills.

This task is a step in Process of Defining Assignment Rules.

You can enable and configure skills at the criteria level by using Siebel Tools. For more information, see Assignment Criteria Configuration.

To associate skills with an employee

1. From the application-level menu, choose Navigate > Site Map > Administration - User > Employees > Assignment Skills.
2. In the Employees list, select the employee for whom you want to define skills.
3. In the Assignment skills list, click New to add a new record.
4. In the Skill field, select a skill from the drop-down list.
5. In the Assignment Skill Items list, click New to add a new record, and then complete the necessary fields.

   The columns that display in the Employee Skill Items list depend on the skill chosen from the drop-down list in the Assignment Skills list.

NOTE:  Employees can also track and update their own skill profiles in the User Preferences Profile view (Navigate > User Preferences > User Profile > Assignment Skills).

To associate skills with a position

1. From the application-level menu, choose Navigate > Site Map > Administration - Group > Positions > Assignment Skills.
2. In the Positions list, select the position for which you want to associate skills.
3. In the Assignment Skills list, click New.
4. In the Item field, select a skill from the drop-down list.
5. Scroll down to the Position Skill Items list, click New to add a new record, and then complete the necessary fields.

   NOTE:  The columns that display in the Position Skill Items list depend on the skill chosen from the drop-down list in the Assignment Skills list.

To associate skills with an organization

1. From the application-level menu, choose Navigate > Site Map > Administration - Group > Organizations > Assignment Skills.
2. In the Organizations list, select the organization for which you want to associate skills.
3. In the Assignment Skills list, click New.
4. In the Item field, select a skill from the drop-down list.
5. Scroll down to the Organization Skill Items list, click New to add a new record, and then complete the necessary fields.

   NOTE:  The columns that display in the Organization Skill Items list depend on the skill chosen from the drop-down list in the Assignment Skills list.