Bookshelf Home | Contents | Index | Search | PDF

Siebel Assignment Manager Administration Guide >

Assignment Concepts

---

Siebel Assignment Manager allows sales and service organizations to assign the most qualified people to specific tasks. Assignment Manager accomplishes this function by matching candidates to predefined and user-configurable assignment objects. To assign the most qualified candidate to each object, Assignment Manager applies assignment rules that you define. For you to define assignment rules, you select:

Objects to which each assignment rule applies
Rule Groups to which each assignment rule applies (optional)
Criteria for each assignment rule
Values for each assignment criteria
Skills to match assignment rules, objects, organizations, employees, and positions
Expertise to weigh skill scores
Scores for each assignment rule, criteria, and value
Candidates that are scored using the assignment rule
Workload rules to balance work across your organization

For example, in a sales organization, you can create an assignment rule that scores positions (candidates) based on territory definitions (criteria) for an opportunity (object). In a service organization, you can create an assignment rule that scores employees (candidates) based on product expertise (criteria) for a service request or product defect (object). Using the sum of scores for each assignment rule, Assignment Manager assigns the best candidates for each object.

You can also customize the way Assignment Manager makes assignments by:

Defining how attributes are matched by using:
Inclusion and exclusion methods
Different comparison methods
Wildcard values
Defining how objects are matched by using Multitiered assignment
Defining how assignment rules are matched by using:
assignment rule groups
assignment rule sequencing
Creating and configuring your own components, including:
Objects
Assignment criteria
Criteria values
Assignment attributes
Running Assignment Manager in different operation modes to process assignments:
Interactively in real time
Dynamically when database changes are made by connected or mobile users
Periodically assigning objects in batches

This chapter explains how Assignment Manager works and how it can be configured to meet your organization's needs.

Bookshelf Home | Contents | Index | Search | PDF