comparison method weighting factors are only applied if the expertise code is

Comparison method weighting factors are only applied

This preview shows page 101 - 103 out of 314 pages.

comparison method, weighting factors are only applied if the expertise code is defined for both the object assignment skill item and the candidate skill item. If the expertise code is not defined for both, the weighting factors are excluded. Assignment Manager applies the weighted skill scores and other scores to find the most suitable candidate when a match is made. Scenario for Using Assignment Skills This topic is part of “About Assignment Skills, Expertise Codes, and Weighting Factors” on page 99 . This scenario provides an example of how Siebel Assignment Manager can automatically route an SR (service request) to the most qualified field service representative. Your company may follow a different process according to its business requirements. A software application company places a call to your call center stating they have a malfunctioning cable modem. To handle the incoming request, a call center service agent creates an SR, and then associates that service request with the Cable Modem PL/12 product. Based on the predefined assignment rule, Assignment Manager automatically assigns the SR to the most qualified field service representative who has expertise with this cable modem product line. Associating Skills with Employees, Positions, and Organizations This topic is part of “About Assignment Skills, Expertise Codes, and Weighting Factors” on page 99 . You use skills to find the best matching candidates to assign to assignment objects. Skills can be associated with individual employees, positions, or organizations. During the assignment process, Siebel Assignment Manager identifies candidates that have the relevant skills for assignment to a particular item. For example, a service request requiring an agent who has expertise for a particular product is routed to someone who has that product expertise as a part of his or her skill set. This task is a step in “Process of Defining Assignment Rules” on page 43 .
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Siebel Assignment Manager Administration Guide Version 8.1, Rev. A Assignment Rule Administration About Assignment Skills, Expertise Codes, and Weighting Factors 102 You enable and configure skills at the criteria level by using Siebel Tools. For more information about defining criteria for skills, see “Process of Defining Criteria Values as Skills with Expertise Codes and Weighting Factors” on page 104 . NOTE: Assignment Manager caches employee, position, and organization skills when the Siebel Server is started. Every time rules are released, employee, position, and organization skills are updated and cached. If you want to automatically refresh employee, position, and organization skills at a periodic interval, set the value of Refresh people skills interval (the MaxSkillsAge parameter for the Assignment Manager component) to the desired interval of update.
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  • Summer '16
  • Oracle
  • Management, Sales, Siebel Assignment Manager, Siebel Assignment Manager Administration Guide

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