Contents

• Title and Copyright Information
• Preface

1 What's New in This Release

• What's New in Siebel Assignment Manager Administration Guide, Siebel CRM 20.1 Update
• What's New in Siebel Assignment Manager Administration Guide, Siebel CRM 19.1 Update

2 Finding and Using Siebel Assignment Manager Information

• Finding and Using Siebel Assignment Manager Information
• How to Use the Siebel Assignment Manager Administration Guide
• Important Siebel Assignment Manager Resources
  • Technical Documentation
• Information on Siebel Assignment Manager Seed Data

3 Planning Your Siebel Assignment Manager Implementation

• Planning Your Siebel Assignment Manager Implementation
• Guidelines for Planning Your Siebel Assignment Manager Implementation
• Planning Your Siebel Assignment Manager Deployment
• Guidelines for Creating Assignment Rules
• Planning Optimal Assignment Rules
  • Examples for Optimizing Assignment Rules
    • Sales Example
    • Service Example
• Scenarios for Using Siebel Assignment Manager
  • Scenario for Using Assignment Manager in Sales Organizations
  • Scenario for Using Assignment Manager in Service Organizations
  • Scenario for Using Assignment Manager in Marketing Organizations

4 Overview of Siebel Assignment Manager

• Overview of Siebel Assignment Manager
• Siebel Assignment Manager Terminology
• Assignment Concepts
  • Summary of Assignment Manager Customization Tasks
• Essential Building Blocks of Siebel Assignment Manager
  • Assignment Rules
  • Assignment Objects
  • Assignment Criteria and Criteria Values
  • Assignment Rule Groups
    • Assignment Candidates
    • Static Versus Dynamic Candidates
    • Employee Candidates
    • Position Candidates
    • Organization Candidates
    • Teams Versus Individual Candidates
  • Primary Assignees
• Optional Building Blocks of Siebel Assignment Manager
  • Assignment Rule Sequencing
  • Assignment Workload
  • Assignment Scoring
  • Assignment Skills, Expertise Codes, and Weighting Factors
  • Server Key Mappings
  • Assignment Policies
  • Denormalization
  • Email Activity Assignment
  • Multitiered Assignment
  • Availability-Based Assignment
• Siebel Assignment Manager Operating Modes
  • About the Assignment Manager Operating Modes
    • Batch Assignment
    • Dynamic Assignment
    • Interactive Assignment
  • About Different Modes of Running Assignment Manager
• Specialized Siebel Assignment Manager Features
  • Mobile Assignment
  • Delegated Assignment
  • Assignment Load Splitter Configuration
• Modes for Processing Assignment Rules
  • Reporting Mode
  • Production Mode

5 Assignment Rule Administration

• Assignment Rule Administration
• About the Siebel Assignment Manager Administration Views
  • Administration - Assignment Screen
    • Territory List View
  • Administration - Delegated Assignment Screen
• About Assignment Rule Administration
  • Before Defining Assignment Rules
  • Process of Defining Assignment Rules
  • Creating Assignment Rule Groups
  • About Assignment Rule Groups
    • Requirements
    • About Some of the Assignment Rule Fields
    • Assignee Filter Field
    • Candidates Source Fields
    • Check Employee Calendar Field
    • Exclusive Field
  • Creating Assignment Rules
  • Adding Employees, Positions, and Organizations to Assignment Rules
    • Adding Employees to an Assignment Rule
    • Adding Positions to an Assignment Rule
    • Adding Organizations to an Assignment Rule
  • Adding a Sequence Number to Assignment Rules
  • How Siebel Assignment Manager Determines the Sequence in Which Rules Are Evaluated
  • Defining Assignment Rules to Use a Single Criterion for Multiple Objects
  • Choosing a Candidate as the Primary Assignee
  • Defining Server Key Mappings for Assignment Rule Groups
  • How Siebel Assignment Manager Uses Server Key Mappings to Load Rules to a Particular Siebel Server
  • Preparing to Release Assignment Rules
  • Releasing Assignment Rules
  • Migrating Assignment-Related Data
• Exporting and Importing Assignment-Related Data
  • Exporting Assignment-Related Data
  • Preparing Assignment-Related Data for Import
  • Importing Assignment-Related Data
  • Limitations for Importing Assignment-Related Data
    • User Key Fields Relevant to Importing Assignment-Related Data
  • Transaction Log Data for Export and Import Operations
• Assignment Methodology and Examples for Creating Assignment Rules
  • Assignment Methodology
  • Example of Creating Sales Assignment Rules Based on Sales Territories
    • Assignment Manager Behavior When All Assignment Rules Fail
  • Example of Creating Sales Assignment Rules That Combine Criteria
  • Example of Creating Assignment Rules for Service Organizations
• About Assignment Criteria
  • Assignment Criteria Comparison Methods
  • Assignment Criteria Inclusion Methods
  • About Assignment Scoring
  • About the Required Field for Assignment Criteria
    • Required Assignment Criteria
    • Required When Available Assignment Criteria
    • Nonrequired Assignment Criteria
  • Removing Assignment Criteria from Assignment Rules
• Process of Adding Criteria and Values to Assignment Rules
  • Adding Assignment Criteria to Assignment Rules
  • Adding Criteria Values to Assignment Criteria
    • About Criteria Values
    • Avoiding Duplicate Assignment Criteria Values
    • Using Wildcard Characters When Defining Criteria Values
• About Assignment Skills, Expertise Codes, and Weighting Factors
  • Assignment Skills
  • Expertise Codes
  • Weighting Factors
• Scenario for Using Assignment Skills
• Associating Skills with Employees, Positions, and Organizations
  • Associating Skills with an Employee
  • Associating Skills with a Position
  • Associating Skills with an Organization
• Example of Using Assignment Skills in Assignment Rules
• Process of Defining Criteria Values as Skills with Expertise Codes and Weighting Factors
  • Creating Expertise Codes for Skills
  • Adding Criteria Values as Skills to Assignment Rules Using Expertise Codes
  • Defining Weighting Factors for Expertise Codes
• How Siebel Assignment Manager Balances Workload Among Candidates
  • How Workload Distribution Applies Workload Scores to Candidates
  • Enabling MLOV Capability for Workload Distribution
• Process of Defining Assignment Workload
  • Creating Assignment Workload Distribution Rules
  • Applying Assignment Workload Distribution to Employees, Positions, and Organizations
    • Applying Workload Distribution to Employees and Positions
    • Applying Workload Distribution to Organizations
• About Assignment Policies
  • Process of Defining Assignment Policies for Dynamic Assignment
    • Creating Assignment Policies for Dynamic Assignment
    • Activating Assignment Policies to Enable Dynamic Assignment
• Deactivating Assignment Policies to Disable Dynamic Assignment

6 Basic Configuration for Siebel Assignment Manager

• Basic Configuration for Siebel Assignment Manager
• About Performing Basic Configuration Tasks for Siebel Assignment Manager
  • Requirements for Configuring Assignment Manager
• About Siebel Assignment Manager Object Types
• About Siebel Assignment Manager Object Type Hierarchy and Relationships
• About Assignment Objects
  • Configuring Assignment Objects
  • Configuring Assignment Object Properties
    • Configuring Assignment Objects for Interactive Assignment
  • Enabling Assignment Objects for Skills
  • Example of Enabling an Assignment Object for Skills
  • Viewing Predefined Skills
• Process of Creating Assignment Criteria for Use in Assignment Rules
  • Creating Assignment Attributes
  • Enabling Assignment Attributes for MLOV
  • Mapping Assignment Attribute Columns to an Assignment Object and a Workflow Policy Component Column
  • Creating Assignment Criteria
  • Creating Assignment Criteria Attributes for Assignment Criteria
    • Composite Criteria
• Using a Single Criterion for Multiple Assignment Objects
  • Creating a Workflow Policy Component for Two Assignment Objects
  • Mapping a Column to the Workflow Policy Component
  • Mapping the Workflow Policy Component to the Assignment Attribute
• Example of Using a Single Criterion for Two Assignment Objects
  • Creating a Workflow Policy Component Using the Account and Opportunity Assignment Objects
  • Mapping the Opportunity Workflow Policy Component to the Opportunity Lead Contact Assignment Criteria
  • Mapping the Account or Opportunity Workflow Policy Component to the Lead Quality Code Assignment Attribute
• About Inactive Workflow Policy Components for Siebel Assignment Manager
• About the Relationship Between Attributes and Skills
• Disabling Assignment Attributes
• Updating Your Siebel Assignment Manager Deployment with New Configurations

7 Working with Dynamic Candidates

• Working with Dynamic Candidates
• About Dynamic Candidates
• About Dynamic Candidate Types
  • Scenario for Using Dynamic Candidates with Team-Based Objects
• Examples of Dynamic Candidate Assignment
  • Example 1: Dynamic Candidate Assignment for a Service Organization
  • Example 2: Dynamic Candidate Assignment Using Skills and Scoring
• Example of Assigning Dynamic Candidates to the Same Assignment Object
• Process of Defining Dynamic Candidates
  • Configuring Assignment Objects for Dynamic Candidates
  • Configuring Join Specifications for Dynamic Candidate Object Definitions
  • Mapping Columns From Source Tables to Team-Based Criteria
  • Copying Dynamic Candidate Attribute Columns to the Team Table
  • Adding Dynamic Candidate Teams to Assignment Rules
    • Adding a Person Dynamic Candidate Team to an Assignment Rule
    • Adding an Organization Dynamic Candidate Team to an Assignment Rule

8 Assignment Rule Administration for Delegated Assignment

• Assignment Rule Administration for Delegated Assignment
• About Delegated Assignment
  • Scenario for Delegated Assignment
  • Sample Delegated Assignment Process Flowchart
  • About Setting Up Assignment Rules for Delegation
• About Assignment Rule Group Hierarchy
  • Rule Group Explorer
  • Parent and Root-Level Rule Groups
  • Assignment Owners and Designees
  • Assignment Rule Inheritance
  • Rule Group Visibility and Permissions
• Automating the Menu Options: Regenerate Denormalized Rule Hierarchy and Rule Group Hierarchy
  • Regenerating Rule Groups Hierarchy
  • Regenerating Rule Hierarchy
  • About Invoking Regeneration Functions by Scripting
  • Example of the Core Script in Siebel eScript
• Setting Up Assignment Responsibility for Designees
• Process of Making an Assignment Rule Inheritable
  • Creating Child Assignment Rule Groups
  • Adding Owners to the Inheritance Access List
  • Adding Criteria Templates to Assignment Rules
• Process of Inheriting and Refining Delegated Assignment Rules
  • Inheriting Delegated Assignment Rules
  • Applying Criteria Templates to Inherited Assignment Rules
• Examples for Using Delegated Assignment
  • Scenario for Working with Delegated Administrators
  • Delegated Assignment Example 1: Delegated Administration Tasks
  • Delegated Assignment Example 2: Second-Tier Delegated Administration Tasks
  • Delegated Assignment Example 3: Third-Tier Delegated Administration Tasks
  • Delegated Assignment Example 4: Third-Tier Delegated Administration Tasks for Partners
  • Summary for Examples of Delegated Assignment Administration

9 Running Siebel Assignment Manager

• Running Siebel Assignment Manager
• Preparing to Run Siebel Assignment Manager
  • Checking the State of Siebel Assignment Manager and Server Request Broker Components
  • Modifying the Siebel Assignment Manager Component Parameters
  • Additional Information About Assignment Manager and Batch Assignment Component Parameters
    • Active Employee Where Clause (ActiveEmpLOVCode) and Active Position Where Clause (ActivePosWhereClause) Parameters
    • Allow Duplicate Positions (AllowDupPostn) Parameter
    • Check version iterations (CheckVerIter) Parameter
    • List of excluded person ids (ExcludePersonList) and List of excluded organization ids (ExcludeOrgList) Parameters
    • Maximum MT Servers (MaxMTServers) Parameter
    • Maximum Tasks (MaxTasks) Parameter
    • Minimum MT Servers (MinMTServers) Parameter
    • Refresh people skills interval (MaxSkillsAge) Parameter
  • Setting the Log Level of Siebel Assignment Manager Events
  • About Server Administration Requirements After Configuration
  • About Server Administration Requirements for Assignment Modes
• Running Siebel Assignment Manager in Denormalization Mode
  • About Contact Denormalization
  • About Product Denormalization
• Running Interactive Assignment
  • Running Interactive Assignment from the GUI
  • Example of Running Interactive Assignment for Service Requests from the GUI
  • About Running Interactive Assignment in Rule Group Mode
    • Running Interactive Assignment Using Server Key Mappings
    • Running Interactive Assignment Without Using Server Key Mappings
• Creating a Custom Siebel Assignment Manager Server Component for Interactive Assignment
• Running Dynamic Assignment
  • Workflow Monitor Agent
  • Generate Triggers
  • Process of Running Dynamic Assignment
    • Reviewing Triggers for Dynamic Assignment
    • Generating Triggers for Dynamic Assignment Using the GUI
    • Generating Triggers for Dynamic Assignment Using the Server Manager Command-Line Interface
    • Starting Workflow Monitor Agent for Dynamic Assignment Using the Server Manager Command-Line Interface
  • About Tuning Dynamic Assignment for Performance
  • Activating Contact Denormalization for Dynamic Assignment
• About Running Batch Assignment
  • Running Batch Assignment
    • When You Must Run Batch Assignment
  • Running Batch Assignment Using the Server Manager Command-Line Interface
  • About Running Multiple Instances of Siebel Assignment Manager in Batch Mode
    • When Not to Run Multiple, Simultaneous Batch Jobs
  • About Tuning Batch Assignment for Performance
• Running Mobile Assignment
  • About Running Assignment Manager in Reporting Mode
• About Siebel Assignment Manager Rule Cache Files
• About Using External Components to Invoke Siebel Assignment Manager
• About Tuning Siebel Assignment Manager for Performance in an IBM DB2 Deployment
• About Using an Object WHERE Clause to Restrict the Number of Records Processed

10 Advanced Siebel Assignment Manager Configuration

• Advanced Siebel Assignment Manager Configuration
• Requirements for Completing Advanced Configuration for Siebel Assignment Manager
• Creating Assignment Objects
• Creating New Skills
• Example of Using Skill Tables
• Assigning Objects Based on the Primary Address
• Assigning Child Accounts Based on Parent's Primary Address
• Reassigning Accounts to a Different Primary Position
• Maintaining the Manually Assigned Primary Position
  • About the Keep Creator Property
• Routing Assignments to Mobile Users
• Stopping Assignment of the Default Organization
• Stopping Assignment of Organizations for Accounts
• Setting the Lock Assignment Default Value for Activity Assignment Objects
• Configuring Assignment Objects to Copy Additional Columns to the Team Table
  • Example of Copying Additional Columns to the Team Table
• Process of Configuring Assignment Objects for Team Scoring
  • Extending an Object's Base Table for Team Scoring
  • Configuring Assignment Objects for Team Scoring
  • Example of Configuring the Opportunity Assignment Object for Team Scoring
    • Extending the Opportunity Assignment Object’s Base Table for Team Scoring
    • Configuring the Opportunity Assignment Object for Team Scoring
• About Configuring Siebel Assignment Manager to Copy Columns
  • Process of Configuring Siebel Assignment Manager to Copy Columns
  • Configuring Assignment Objects to Copy Columns
  • Copying Columns Using the GUI
    • Requirements
  • Copying Columns Using the Server Manager Command-Line Interface
• Configuring Siebel Assignment Manager to Use Reporting Tables and Columns
  • About Reporting Tables
  • About Reporting Mode
• Configuring Assignment Objects for Multitiered Assignment
• Scenarios for Using Multitiered Assignment with Sales Assignment Rules
  • Independent Assignment
  • Person-Oriented Assignment
  • Organization-Oriented Assignment
  • Organization and Person-Oriented Assignment
• Configuring Siebel Assignment Manager to Add Scores Across Rules
  • Adding Scores Across Rules for Interactive Assignment
  • Adding Scores Across Rules for Batch Assignment
  • Adding Scores Across Rules for Dynamic Assignment
  • How the AddScores Parameter Affects Primaries

11 Availability-Based Assignment

• Availability-Based Assignment
• About Availability-Based Assignment
• About Assigning Employees to Assignment Rules Based on Availability
• How Siebel Assignment Manager Creates Activities for Employees During Availability-Based Assignment
• Process of Configuring Assignment Objects for Availability-Based Assignment
  • Requirements
  • Extending an Assignment Object's Base Table for Availability-Based Assignment
  • Configuring Assignment Object Properties for Availability-Based Assignment
  • Configuring Assignment Object User Properties for Availability-Based Assignment
• Example of Configuring the Service Request Assignment Object for Availability-Based Assignment
  • Requirements
    • Setting Up Siebel Field Service for Availability Assignment
    • Creating a Field Service Assignment Rule

12 Siebel Assignment Manager Load Splitter Configuration

• Siebel Assignment Manager Load Splitter Configuration
• How Load Splitter Configuration Works
• Scenarios for Load Splitter Configuration
• Setting Up Load Splitter Configuration
• Examples for Administering the Load Splitter
  • Example 1: Load Splitter Less Than Threshold
  • Example 2: Load Splitter Using Minimum Batch Size
  • Example 3: Load Splitter When Batch Size Is Greater Than Minimum Batch Size
• Load Splitter Operating Modes
• Distribute Data Method
  • Arguments
  • Usage
  • Invoked From
  • Example

13 Troubleshooting: Siebel Assignment Manager Error Messages

• Troubleshooting: Siebel Assignment Manager Error Messages
• Viewing Siebel Assignment Manager Error Messages
• Siebel Assignment Manager Error Messages
• Troubleshooting Issues for Dynamic Assignment