Bookshelf Home | Contents | Index | PDF |
Siebel Field Service Guide > Assets > Process of Administering Assets > Defining Assignment RulesYou can use role priorities in assignment rules to support prioritized assignment of primary, secondary and tertiary field service engineers. Primary engineers receive the highest score, then the secondary engineers, and finally, the tertiary engineers. After you assign role priorities to asset or account service team employees, you can define assignment rules for these priorities in Assignment Manager. Assignment Manager uses these assignment rules to determine dynamic candidates. Dynamic candidates are potential assignees for activities. When you create the asset or account service team assignment, Assignment Manager controls the candidates that a user (for example, a dispatcher) can select. When the dispatcher creates a new activity on the Activities screen, the dispatcher can specify an asset for the activity. When the dispatcher selects the Assign menu command, the assignment rules determine that only certain employees appear for selection. The employees appear according to their roles, and the primary candidates receive higher scores than secondary and tertiary candidates. Using this information, the dispatcher can select the most appropriate candidate for the activity. For example, if you associate an activity with an asset, and that asset has a team of employees, then you can configure Assignment Manager to automatically consider these employees for an activity. The same employees are available as potential candidates for other activities. These employees are the dynamic candidates. For more information about how dynamic candidates are determined for activities, see Siebel Assignment Manager Administration Guide. This task is a step in Process of Administering Assets.
|
Siebel Field Service Guide | Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Legal Notices. | |