For service organizations candidates are employees or organizations For example

For service organizations candidates are employees or

This preview shows page 25 - 28 out of 314 pages.

For service organizations, candidates are employees or organizations. For example, a territory for a field service installation technician might be City A and City B. Table 3. Differences Between Siebel Assignment Manager and Standard Business Terminology Business Term Siebel Assignment Manager Term Description
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Siebel Assignment Manager Administration Guide Version 8.1, Rev. A Overview of Siebel Assignment Manager Assignment Concepts 26 To define assignment rules, you select: Objects to which each assignment rule applies. Rule groups to which each assignment rule belongs. Candidates for each assignment rule. Candidates may be persons (employees or positions), organizations, or both. Criteria for each assignment rule. (Optional) Values for assignment criteria. For rules that match attributes of an assignment object with attributes of candidates, you can optionally define: Skills to match assignment rules to candidate attributes. A skill is a generic row-level attribute that qualifies a person, organization, or assignment object row. For example, if an employee speaks English and Spanish, language is the skill he or she possesses, and English and Spanish are the skill items . Employee, position, and organization skills are used to store skills possessed; the skill tables for objects are used to store skills required. Assignment Manager uses skill tables to do skill matching by comparing skills on the object with the skills of an employee, position, or organization to determine if they pass the rule. Expertise levels to weigh skill scores (to measure competency in a certain area for each candidate). Scores for each assignment rule, criterion, and value and a personal score for each individual candidate. For example: In a sales organization, you can create an assignment rule that scores positions (candidates) based on territory definitions (criteria) for an opportunity (object). In a service organization, you can create an assignment rule that scores employees (candidates) based on product expertise (criteria) for a service request or product defect (object). Using the sum of scores at the assignment rule level, Assignment Manager assigns the best candidate for each rule and the best candidates for the object. Defining workload distribution rules to balance work among the candidates. Define workload distribution rules if you want to distribute the workload rules evenly between the candidates or if your business logic includes limits on the maximum amount of work that can be handled at one time. You can also customize the way Assignment Manager makes assignments by: Defining how attributes are matched by: Using different comparison methods Making criteria required (compulsory) or optional Using inclusion and exclusion methods Using workload distribution rules
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Overview of Siebel Assignment Manager Assignment Concepts Siebel Assignment Manager Administration Guide Version 8.1, Rev. A 27 Using wildcard values Defining how assignment rules are matched by using: Assignment rule groups
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  • Summer '16
  • Oracle
  • Management, Sales, Siebel Assignment Manager, Siebel Assignment Manager Administration Guide

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