Scenarios for Using Siebel Assignment Manager

Several scenarios are provided as examples of how you might use Siebel Assignment Manager. Your company might follow a different process according to its business requirements.

Scenario for Using Assignment Manager in Sales Organizations

This scenario gives one example of how you can use Assignment Manager in a sales organization. You might use Assignment Manager differently, depending on your business model.

Sales organizations typically have to distribute opportunities and accounts to the proper people within the organization. Assignment of sales opportunities must take place quickly so that sales representatives can respond to potential revenue-generating opportunities. Information must also be readily available to salespeople to close the maximum number of sales possible.

Assignments in sales organizations are commonly made to positions responsible for a territory. Mobile salespeople, who are not connected to a network, can share information and work as a collaborative sales force on sales opportunities. Sales organizations can therefore use the talents of their salespeople within their entire organization.

Siebel Assignment Manager allows you to create territories for positions using a wide variety of criteria. By assigning objects to positions, you can have one sales representative inherit the opportunities, accounts, and contacts from another sales representative by reassigning the employee responsible for a specific position.

After you have created the territories using assignment criteria, a major territory realignment can negatively affect your system resources. If the realignment is large, Assignment Manager might create a volume of transactions for Mobile Web Clients, which increases synchronization time drastically. To avoid this problem, you can run a database extract server task (DbXtract) again and have the Mobile Web Clients initialize their local databases. Because the time required to run a database extract server task for multiple clients can be significant, try to coordinate territory realignments with database extracts to occur during a time of low system utilization.

Because sales organizations typically distribute their accounts and opportunities based on territories, create sales assignment rules based on these territories.

For more information about:

Territory alignments, see Siebel Territory Management Guide.
Database extracts, see Siebel Remote and Replication Manager Administration Guide.
Running server tasks, see Siebel System Administration Guide.

Scenario for Using Assignment Manager in Service Organizations

This scenario gives one example of how you can use Assignment Manager in a service organization. You might use Assignment Manager differently, depending on your business model.

In a service organization, service requests can often be resolved by the first customer service representative (CSR) who services the customer. However, when the request cannot be resolved, or when the service request is logged through the Internet, ownership must be transferred to a service representative who possesses the expertise to handle the request.

In this environment, it becomes critical to assign employees with the proper expertise and skills to service requests. Therefore, assign employees to objects because some employees possess specific skills that are different from those of other CSRs or field service engineers. When service representatives are on vacation, are promoted, or assume different responsibilities, work assigned to these employees must be reassigned based on the skills and workloads of other employees in the service organization.

Scenario for Using Assignment Manager in Marketing Organizations

This scenario gives one example of how you can use Assignment Manager in a marketing organization. You might use Assignment Manager differently, depending on your business model.

In a marketing organization, you want to route responses from a new product campaign appropriately to the telesales team responsible for handling the campaign. In this case, the assignment administrator creates assignment rules using the Campaign assignment object, with Product and Workload criteria, to make sure that there is a fair distribution of leads to telesales personnel.