1. Implementing Service Center with the Classic User Experience
  2. Overview of Work Assignments

Overview of Work Assignments

You use the assignment engine to assign resources (for example, service personnel or territory owners) to the business objects they must work on, such as a service request. Being assigned to business objects gives resources and their manager's visibility into the business object.

You also use rule-based assignment to assign additional resources to objects.

Candidate and Work Objects

When setting up assignments, you must be familiar with two types of assignment objects: candidate objects and work objects.

  • Work objects are the business objects that are assigned, for example, service requests.

  • Candidate objects are the possible pool of assignment candidates, for example, resources.

Rule-Based Assignment

Rule-based assignment lets you set up additional rules that are used to assign resources to work objects. After you set up the rules containing the conditions that records must meet when resources match the rule conditions, they're assigned to the object.

For example, you use rules to assign a certain agent to a certain queue when the customer is located in a specific state or region.

Rule-based assignment requires that you plan your rules, create the rules using the rules UI, and set profile options to configure the assignment behavior, in addition to any scheduled processes that must be run.

Assignment Profile Options

Each of the business objects available in assignment has its own set of profile options that enable you to further configure the application behavior.

Scheduled Processes

Scheduled processes are batch jobs that capture data and permit business objects to act on that data. You must schedule several processes when using assignment. See the Service Request Queue Assignment topic in the Oracle Fusion Cloud Sales Understanding Scheduled Processes guide.

Assignment Reports

You use the Diagnostic Dashboard to generate reports about the assigned objects and the volume of territory data involved in assignment.

Assignment Resources

To learn more about assignment, refer to the following resources:

  • Online help: Use the keyword assignment to search for the relevant topics.

  • Assignment Resource Center: See the Assignment Manager Resource Center page on My Oracle Support (Doc ID 1522958.1) for more resources.