Example 1 Dynamic Candidate Assignment for a Service Organization Generally in

Example 1 dynamic candidate assignment for a service

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Example 1: Dynamic Candidate Assignment for a Service Organization Generally, in high-value machinery or asset-based service organizations, each asset is typically associated one or more field service engineers (FSE). These preassigned FSEs are often the customer’s first contact for service requests, onsite visits for preventive maintenance, break-fix type of activities, and so on. In addition, these FSEs are usually ranked as Primary, Secondary, or Tertiary based on their seniority, skills, and so on. This scenario provides an example of a process performed by field service engineers (FSEs) in an X-ray manufacturing company. Your company may follow a different process according to its business requirements. During a typical day in a field service organization, a group of FSEs responds to customer phone calls and prepares for onsite visits for preventative maintenance and break-fix type of activities. In this scenario, a hospital calls for preventative maintenance for their X-ray machine as per warranty conditions. To handle the incoming request, the service center agent creates a service request, and then creates a preventative maintenance activity for that service request. Next, the agent assigns that activity (by clicking the Assign button in one of the service request views), and the results window appears with the potential assignees for the asset team. The agent can then choose the appropriate candidate to complete the assignment process. Typically, FSEs are ranked as primary, secondary, or tertiary based on their seniority, skills, and so on, and the agent bases his decision on this ranking. Position Name Role Primary VP, Global Services Executive Sponsor No Sales East - Manager Sales Team No Sales Rep 43 Sales Team Yes
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Working with Dynamic Candidates Examples of Dynamic Candidate Assignment Siebel Assignment Manager Administration Guide Version 8.1, Rev. A 161 Example 2: Dynamic Candidate Assignment Using Skills and Scoring Table 40 provides sample data for another example. The numbers at the top of the table correspond to the numbered text following the table. Because the resulting list of potential assignees is dependent on the assignee filter and other criteria stipulated in the assignment rule, a few resultant examples are provided, following the numbered text. 1 The asset has an asset team and each employee in that team has a type. All the employees in this team are eligible candidates for the activity. The employees are scored based on their type and the following assignment rules: If Organization = Americas, primary score = 100. If Organization = Europe, primary score = 50. Based on the rules and their type, assume the asset team scores are: Employee 1 = 100 Employee 2 = 75 Employee 3 = 50 Employee 4 = 25 Employee 5 = 0 2 The activity has an account team and each employee in that team has a type. All the employees in this team are eligible candidates for this activity. The employees are scored based on their type.
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  • Oracle
  • Management, Sales, Siebel Assignment Manager, Siebel Assignment Manager Administration Guide

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