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.