Setting Up the Assignment Searches

To define assignment searches, use the Worker (RD_WORKER_2), Provider Group (RF_PROVIDER_GRP), Service (RF_SERVICE), Problem Type (RC_PROBTYPE), Category Type Detail (RC_CA_TY_DE) and Assignment Weighting Factors (RF_ASSIGNMENT_WGHT) components.

This topic discusses how to set up assignment searches.

Page Name	Definition Name	Usage
Job Page	RD_ASGN_JOB	Specify a holiday schedule for the worker. This information helps to determine worker's availability.
Work Schedule Page	RD_WORKER_SCHEDULE	Specify worker's workday information if it differs from the information that you define for the installation on the Calendar Option page. This information helps to determine worker's availability.
Skills and Competencies Page	RD_WORKER_CMP_PROF	Associate competency information with the worker. This information is optional.
Assignment Criteria Page	RD_WORKER_CRITERIA	Define assignment criteria for the worker. This information is optional.
Schedule Page	RF_PROVGRP_TIME	Specify a holiday schedule and workday information for the provider group. This information helps to determine provider group's availability.
Assign Group Criteria Page	RF_PRV_GRP_CRIT	Define assignment criteria for the provider group. The Region criterion is required when defining provider groups.
Group Competencies Page	RF_PRVGRP_COMP	Associate competency information with the provider group. This information is optional.
Service Details Page	RF_SERVICE_ATTRIB	Associate competency information with the service. This information is optional.
Service Activities Page	RF_SERVICE_ACT	Associate competency information with the service activity. This information is optional.
Problem Type Page	RC_PROBTYPE	Associate competency information with the problem type. You use problem types to associate competencies with products that a worker needs to resolve a problem with the product. This information is optional.
Category/Type/Detail - Category Page	RC_CTD_CATEGORY	Associate competency information with the category. This information is optional.
Category/Type/Detail - Type Page	RC_CTD_TYPE	Associate competency information with the type. This information is optional.
Category/Type/Detail - Detail Page	RC_CTD_DETAIL	Associate competency information with the detail. This information is optional.
Group Weighting Factors Page	RF_ASSIGN_WGHT_PG	Establish the relative importance of assignment criteria matches for customer, location, product, product group, region, site, department, person type, role, and competency values on CTD, problem type, and service during assignment searches for provider groups.
Member Weighting Factors Page	RF_ASSIGNMENT_WGHT	Establish the relative importance of assignment criteria matches for customer, location, product, product group, region, site, department, person type, role, and competency values on CTD, problem type, and service during assignment searches for provider group members.
Assignment Setup Page	RF_PRD_RATE_MDL	Specify the rating model that is used to define proficiency levels for product competencies and configure search results.

Use the Job page (RD_ASGN_JOB) to specify a holiday schedule for the worker.

This information helps to determine worker's availability.

Navigation

select Workforce, then select Search Worker, then select Job

Note: You are not required to define standard workweek information for your installation or for individual workers. However, the system requires this information to create entries automatically on a worker's calendars when a service order is assigned to the worker.

See Worker - Job: Job Details Page.

See Understanding Holiday Schedules.

Use the Work Schedule page (RD_WORKER_SCHEDULE) to specify worker's workday information if it differs from the information that you define for the installation on the Calendar Option page.

This information helps to determine worker's availability.

Navigation

select Workforce, then select Search Worker, then select Work Schedule

See Worker - Work Schedule Page.

Use the Skills and Competencies page (RD_WORKER_CMP_PROF) to associate competency information with the worker.

This information is optional.

Navigation

select Workforce, then select Search Worker, then select Skills and Competencies

See Worker - Skills and Competencies Page.

See Understanding Competencies in PeopleSoft CRM.

Use the Assignment Criteria page (RD_WORKER_CRITERIA) to define assignment criteria for the worker.

This information is optional.

Navigation

select Workforce, then select Search Worker, then select Assignment Criteria

See Worker - Assignment Criteria Page.

See Defining Group Assignment Criteria and Competencies.

Use the Schedule page (RF_PROVGRP_TIME) to specify a holiday schedule and workday information for the provider group.

This information helps to determine provider group's availability.

Every worker who can be assigned to a case or a service order must be associated with an active provider group. Define provider groups using the Provider Groups component.

Navigation

select Workforce, then select Provider Groups, then select Schedule

See Defining Schedules for Provider Groups.

Use the Assign Group Criteria page (RF_PRV_GRP_CRIT) to define assignment criteria for the provider group.

The Region criterion is required when defining provider groups.

Navigation

select Workforce, then select Provider Groups, then select Assign Group Criteria

See Assign Group Criteria Page.

Use the Group Competencies page (RF_PRVGRP_COMP) to associate competency information with the provider group.

This information is optional.

Navigation

select Workforce, then select Provider Groups, then select Group Competencies

See Group Competencies Page.

Use the Service Details page (RF_SERVICE_ATTRIB) to associate competency information with the service.

This information is optional.

Navigation

select Set Up CRM, then select Product Related, then select FieldService, then select Services, then select Service Details

See Understanding the Service Data Model.

See Defining Services.

See Defining Activities.

Use the Problem Type page (RC_PROBTYPE) to associate competency information with the problem type.

Use problem types to associate competencies with products that a worker needs to resolve a problem with the product. This information is optional.

Navigation

select Set Up CRM, then select Product Related, then select Call Center, then select Problem Type, then select Problem Type

See Setting Up Basic Prompt Tables for Cases.

Use the Category/Type/Detail - Category page (RC_CTD_CATEGORY) to associate competency information with the category.

This information is optional.

Navigation

select Set Up CRM, then select Product Related, then select Call Center, then select Category/Type/Detail, then select Category

See Setting Up Basic Prompt Tables for Cases.

Use the Category/Type/Detail - Type page (RC_CTD_TYPE) to associate competency information with the type.

This information is optional.

Navigation

select Set Up CRM, then select Product Related, then select Call Center, then select Category/Type/Detail, then select Type

See Setting Up Basic Prompt Tables for Cases.

Use the Category/Type/Detail - Detail page (RC_CTD_DETAIL) to associate competency information with the detail.

This information is optional.

Navigation

select Set Up CRM, then select Product Related, then select Call Center, then select Category/Type/Detail, then select Detail

See Setting Up Basic Prompt Tables for Cases.

Use the Group Weighting Factors page (RF_ASSIGN_WGHT_PG) to establish the relative importance of assignment criteria matches for customer, location, product, product group, region, site, department, person type, role, and competency values on CTD, problem type, and service during assignment searches for provider groups.

Navigation

select Set Up CRM, then select Common Definitions, then select Codes and Auto Numbering, then select Assignment Weighting Factors, then select Group Weighting Factors

Image: Group Weighting Factors page

This example illustrates the fields and controls on the Group Weighting Factors page.

Select the relative importance of a provider group's assignment criteria matches for competency on CTD (support and help desk cases), problem type (support and help desk cases), service (service orders), customers (service orders and support cases), department (help desk cases), locations (help desk cases), person type (help desk cases), products (all), product groups (all), regions (service orders and support cases), roles (change management only), and sites (service orders and support cases).

Use the Member Weighting Factors page (RF_ASSIGNMENT_WGHT) to establish the relative importance of assignment criteria matches for customer, location, product, product group, region, site, department, person type, role, and competency values on CTD, problem type, and service during assignment searches for provider group members.

Navigation

select Set Up CRM, then select Common Definitions, then select Codes and Auto Numbering, then select Assignment Weighting Factors, then select Member Weighting Factors

Image: Member Weighting Factors page

This example illustrates the fields and controls on the Member Weighting Factors page.

Select the relative importance of a of a group member's assignment criteria matches for competency on CTD (support and help desk cases), problem type (support and help desk cases), service (service orders), customers (service orders and support cases), department (help desk cases), locations (help desk cases), person type (help desk cases), products (all), product groups (all), regions (service orders and support cases), roles (change management), and sites (service orders and support cases).

Use the Assignment Setup page (RF_PRD_RATE_MDL) to specify the rating model that is used to define proficiency levels for product competencies and configure search results.

Navigation

select Set Up CRM, then select Common Definitions, then select Codes and Auto Numbering, then select Assignment Weighting Factors, then select Assignment Setup

Image: Assignment Setup page

This example illustrates the fields and controls on the Assignment Setup page.

Field or Control	Definition
Rating Model	Enter the rating model to indicate required proficiency levels for products. Establish rating models on the Competency Rating Model page.
Default Assignment Page	Select the page that the system initially returns when you perform a search. Values are: `Summary:` The system displays the Provider Group Summary page when you perform a provider group search and the Candidate Summary page when you perform a provider group member search for a technician or agent. `Detail:` The system displays the Provider Group Detail page when you perform a provider group search and the Candidate Detail page when you provide a provider group member search for a technician or agent.
Display Provider Groups and Group Members with no Criteria Matches	Select to enable all provider groups and group members to appear as part of the assignment engine search results when you click Suggest a Provider Group or Suggest a Group Member from a case or service order. Clear this check box if only the provider groups and group members that have criteria matches should appear in the search results.

Field or Control

Definition

Rating Model

Enter the rating model to indicate required proficiency levels for products. Establish rating models on the Competency Rating Model page.

Default Assignment Page

Select the page that the system initially returns when you perform a search. Values are:

Summary: The system displays the Provider Group Summary page when you perform a provider group search and the Candidate Summary page when you perform a provider group member search for a technician or agent.

Detail: The system displays the Provider Group Detail page when you perform a provider group search and the Candidate Detail page when you provide a provider group member search for a technician or agent.

Display Provider Groups and Group Members with no Criteria Matches

Select to enable all provider groups and group members to appear as part of the assignment engine search results when you click Suggest a Provider Group or Suggest a Group Member from a case or service order. Clear this check box if only the provider groups and group members that have criteria matches should appear in the search results.

Setting Up the Assignment Searches

Pages Used to Set Up Assignment Searches

Job Page

Work Schedule Page

Skills and Competencies Page

Assignment Criteria Page

Schedule Page

Assign Group Criteria Page

Group Competencies Page

Service Details Page

Problem Type Page

Category/Type/Detail - Category Page

Category/Type/Detail - Type Page

Category/Type/Detail - Detail Page

Group Weighting Factors Page

Member Weighting Factors Page

Assignment Setup Page