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Siebel Assignment Manager Administration Guide > Assignment Strategy >

Assigning Skills to Employees, Positions, and Organizations

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You use skills to find the best matching candidates to assign to certain projects, service requests, and so on. 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 Skills, and Creating Criteria Values as Skills with Expertise Codes. For more information about creating skills, see Creating Skills and Using Skill Tables.

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 a position

From the application-level menu, choose View > Site Map > Group Administration > Positions.
In the Positions list, select the position for which you want to associate skills.
Click the Assignment Skills view tab.
In the Assignment Skills list, add a new record.
From the Item field drop-down list, select a skill.
In the Position Skill Items list, add a new record and complete the necessary fields.

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

From the application-level menu, choose View > Site Map > Group Administration > Organizations.
In the Organizations list, select the organization for which you want to associate skills.
Click the Assignment Skills view tab.
In the Assignment Skills list, add a new record.
In the Item field, select a skill from the drop-down list.
In the Organization Skill Items list, add a new record and complete the necessary fields.

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.

To associate skills with an employee

From the application-level menu, choose View > Site Map > User Administration > Employees.
In the Employees list, select the employee for whom you want to define skills.
Click the Assignment Skills view tab.
In the Assignment Skills list, add a new record.
In the Skill field, select a skill from the drop-down list.
In the Employee Skill Items list, add a new record and 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 (View > User Preferences > Profile > Employee Skills).

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