Siebel CRM Assignment Manager Administration Guide Siebel Innovation Pack 2017, Rev. A E24725-01 |
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Depending on how an assignment object is configured, the object can be assigned as either the single-owner or multiple-owner type. Dynamic candidates are also assigned as single-owner or multiple-owner type, as shown in Figure 7-1.
Figure 7-1 shows the following relationships:
Candidates are of the single-owner type when you can associate only one candidate (employee, position, or organization) with an assignment object.
In this example, one employee is associated with a service request, as shown in the upper part of Figure 7-1. For a more detailed example, see the first example in "Examples of Dynamic Candidate Assignment".
Candidates are of the multiple-owner type when you can associate many candidates (employees, positions, or organizations) with an assignment object.
In this example, multiple employees are associated with an activity, as shown in the upper part of Figure 7-1, and multiple positions are associated with an opportunity, as shown in the lower half of Figure 7-1.
The main difference between single- versus multiple-owner is that in single-owner situations, Assignment Manager can assign only one candidate, whereas in multiple-owner situations, Assignment Manager can assign many candidates. For information about which assignment objects are restricted to a single assignee and which objects are capable of incorporating a team of assignees, see Table 4-3.
Using Siebel Tools, you configure dynamic candidates by modifying dynamic candidate object properties. For more information about configuring dynamic candidates, see "Process of Defining Dynamic Candidates".
In the GUI, you define team-based criteria for assignment rules that have dynamic candidates as you would any other criteria, that is, you apply a comparison method and define the criteria values. Only the Compare to Person or the Compare to Organization comparison methods are supported for team-based criteria.
However, an assignment rule defined for dynamic candidates does not necessarily need team-based criteria. An assignment rule can have any of the following:
Static candidates and regular criteria
Dynamic candidates and regular criteria
Dynamic candidates and team-based criteria
Dynamic candidates and a combination of regular and team-based criteria
This scenario provides an example of assigning only Sales Team positions to an opportunity related to an account. You might use this feature differently, depending on your business model.
A large corporation has just identified a new opportunity for an existing account. The senior VP wants to make sure that only members of a specific sales team are assigned to this opportunity. The sales team for this account opportunity has the positions shown in Table 7-2: