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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.
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Siebel Assignment Manager Administration Guide Published: 18 June 2003 |