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Assignment Manager and Siebel Public Sector

By default, cases are assigned to the user who creates the case. You can manually assign cases to multiple agents. You can also use Oracle's Siebel Assignment Manager to automatically assign cases, case activities, and submitted applications to agents. Additionally, you can automatically assign cases to organizations and case activities to case managers. To determine these assignments, you can set up assignment rules and use criteria such as the program type, language proficiency, geographic location, agent experience, specific agent skills, and agent availability. For more information about how to implement this functionality and how to define assignment rules, see Siebel Assignment Manager Administration Guide.

Some of the predefined assignment objects and underlying criteria are modified to support Siebel Public Sector business processes. Predefined assignment objects that are specific to Siebel Public Sector include:

• Cases
• Suspects
• Groups
• Incidents
• Diseases
• Applications