Guidelines for Planning Your Siebel Assignment Manager Implementation

This topic provides high-level guidelines for planning your Siebel Assignment Manager implementation.

Typically, business or functional teams verify and confirm the requirements before assignment administrators begin planning assignment rule creation. The requirements include:

• Make sure that all the current business requirements and data routing (by way of Assignment Manager) is captured for the deployment.

• When applicable, define strategies to leverage the existing implementation when additional organizations decide to use Assignment Manager in the future.

  For example, your current deployment might only include telesales, marketing, and customer care users, but in the future you might want to include other users, such as those for quality assurance, email response, and so on.

• Identify the business requirements and map those requirements to Assignment Manager features, such as assignment rule groups, rule sequencing, exclusivity, scoring, multitiered assignment, workload distribution, dynamic candidates, delegated assignment, and so on.

• Map Assignment Manager deployment modes.

  For example, your deployment mapping might include assigning service requests interactively, assigning opportunities dynamically, assigning accounts and assets using batch mode, assigning contacts using batch contact denormalization, and so on.

It is recommended that assignment administrators develop operational plans based on business requirements and the frequency of assignment using Assignment Manager features, such as load splitter configuration, reporting mode, and so on.