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Siebel Assignment Manager Administration Guide > Assignment Methodology, Strategies, and Scenarios > Assignment Strategy for Service Organizations > Example of Creating Field Service Assignment Rules Using AvailabilityThis topic gives one example of creating an assignment rule that evaluates a service request object and assigns the object to the highest scoring employee based on the employee's skill level and availability. You may use this feature differently, depending on your business model. The service request object—which is often associated with a job, a finite time period, and a specific owner—is an example of an object that can be assigned using Assignment Manager's availability-based assignment feature. To use the availability assignment feature, certain setup procedures must be performed in the Field Service application before creating the assignment rule. For more information about this feature and its requirements, see About Availability-Based Assignment. Several configurations must also be made to the assignment object before using the availability feature. See Configuring Assignment Objects for Availability-Based Assignment. NOTE: The following procedure assumes that a service region (California Service Region), employees (West Coast Service Representative and West Coast Service Manager), and a product (Pentium III Desktop) are already defined. For information about defining service regions, see Siebel Field Service Guide. To set up the Field Service application for availability assignment
NOTE: If service regions are modified or deleted, you must release assignment rules to update the rulecache.dat file. After the Field Service application is configured, create the assignment rule that uses the assignment availability feature. To create a field service assignment rule
Now, when a service request is created with attributes that match both West Coast service representatives, Siebel Assignment Manager, through the Field Service Appointment Booking System (ABS), assigns the employee who has available time in his or her calendar and work schedule. Optionally, the ABS can create an activity in the assigned employee's calendar. For more information, see Configuring Assignment Objects for Availability-Based Assignment. For more information about ABS, see Siebel Field Service Guide. Figure 10 shows the assignment rule described in the preceding procedure. |
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Siebel Assignment Manager Administration Guide |