Using the strategy rules and criteria discussed previously define the

Using the strategy rules and criteria discussed

This preview shows page 84 - 86 out of 314 pages.

Using the strategy, rules, and criteria discussed previously, define the assignment rules and the corresponding detail using assignment administration views. In defining rules, criteria, values, and workloads, you can specify scores for each component. These scores are aggregated in determining the total score for each candidate of an assignment rule. 7 Define static and dynamic candidates. For static candidates, use the assignment rule Employee, Position, or Organization Candidates view (or use the All People value in the Person Candidates Source field or the All Organizations value in the Organization Candidates Source field) to define eligible employees for assignment. For dynamic candidates, choose the appropriate value from the Person Candidates Source field. You may further restrict or weight employees who have different skills using the Compare to Person assignment criteria. 8 Define employee skills. After the assignment rules and the corresponding details have been defined, a customer service manager must update the employee skill information (such as product expertise, language skills, and geography). Assignment Manager uses these attributes when evaluating Compare to Person and Compare Object to Person assignment criteria. 9 Release assignment rules. In the Assignment Rules view, click the Release button. You can then run batch assignment to assign objects affected by the assignment rules. For more information about running Batch Assignment, see “Running Batch Assignment” on page 228 .
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Assignment Rule Administration About Assignment Criteria Siebel Assignment Manager Administration Guide Version 8.1, Rev. A 85 Figure 7 shows a sample assignment rule for assigning support representatives to a service request. The assignment rule shown in Figure 7 : Matches any service request: For Pentium III 600 products With a priority of High Uses two criteria with the following values: Product Wildcard. A list of products that include the value CPU Pentium III 600 Service Request Priority. A list of service requests whose priority level is High About Assignment Criteria Assignment criteria are sets of conditions describing the attributes of objects or candidates, or both, that are evaluated to determine optimal assignment. Assignment rules use criteria to determine which candidates qualify as potential assignees. Criteria also determine which assignment rule should be evaluated in assigning an object. An assignment rule can include none, one, or many criteria. Assignment criteria define attributes that can be used in assignment criteria records. Assignment criteria appear in the picklist that is displayed when you click in the Criteria list column (in the Criteria subview) when editing an assignment criterion record in Siebel Business Applications.
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  • Oracle
  • Management, Sales, Siebel Assignment Manager, Siebel Assignment Manager Administration Guide

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