This topic gives one example of how to create assignment rules for a service

This topic gives one example of how to create

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This topic gives one example of how to create assignment rules for a service organization. You may use this feature differently, depending on your business model. Use the following strategy to develop assignment rules for your service organization: 1 Determine the different assignment objects to be assigned. Service organizations need to assign ownership of a wide variety of tasks. These tasks may include service requests, activities, and accounts. In addition, a product development organization may need to assign ownership of product defects to engineers. For instance, you may decide to assign only service requests and product defects, because the associated activities are manually assigned by owners of those objects. 2 Determine if multiple assignment objects are assigned using the same assignment rules. Multiple assignment objects can be assigned using the same assignment rules. For example, if you are assigning accounts and service requests in the same manner, you can use the same assignment rules by associating those rules with multiple assignment objects. 3 For each assignment object, determine which of the objects is assigned using the same assignment rules. The Compare to Object comparison method allows you to assign different groups of objects using different rules. Typically, complex service environments assign different groups of service requests using different rules, such as segmenting the service requests based on service request priority.
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Siebel Assignment Manager Administration Guide Version 8.1, Rev. A Assignment Rule Administration Assignment Methodology and Examples for Creating Assignment Rules 84 4 Determine the strategy for each group of objects to be assigned using the same assignment rules. Use the skill criteria to minimize the number of assignment rules. One assignment rule can match different candidates to various objects based on the object characteristics and candidate skills. To determine optimal assignment, determine the criteria that you want to evaluate for each candidate to make sure that the candidate possesses the proper skills to handle the task. These criteria would be the primary type of criteria you would use most frequently for implementing assignments in a customer service environment. These criteria are defined using the Compare Object to Person comparison method in the Assignment Criteria view. 5 Define workload rules. Determine the various methods of calculating workloads for employees in your organization. Each workload rule is associated with a specific assignment object. For instance, you can define two workload rules to calculate: Open Service Requests for an employee Critical Service Requests submitted through Siebel eService 6 Define assignment rules, assignment criteria, assignment criteria values, and assignment workloads.
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  • Summer '16
  • Oracle
  • Management, Sales, Siebel Assignment Manager, Siebel Assignment Manager Administration Guide

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