Scenario for Using Assignment Skills

This scenario provides an example of how Siebel Assignment Manager can automatically route a service request (SR) to the most qualified field service representative. Your company might follow a different process according to its business requirements.

A software application company places a call to your call center stating they have a malfunctioning cable modem. To handle the incoming request, a call center service agent creates an SR, and then associates that service request with the Cable Modem PL/12 product. Based on the predefined assignment rule, Assignment Manager automatically assigns the SR to the most qualified field service representative who has expertise with this cable modem product line.