Module 44 Siebel Assignment Manager

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Siebel 8.0 Essentials

Module 42: Siebel Assignment Manager

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Module Objectives

• To know Assignment Manager resources and its usage in automatic data assignment

• To list the elements used to create rules that assign business data• To understand the role of Siebel Assignment Manager

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Business Challenge

• Companies need to assign business data in a timely fashion andin a way that consistently follows their business rules and policies

– Sales leads– Contacts– Accounts– Service requests

• Typical characteristics– Large volumes of data– Short response times– Multiple rules and policies• Complex• Conflicting

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Business Solution: Siebel Assignment Manager

• Routes business entities and work items automatically to the most appropriate candidates (positions, people, and/or organizations)

• Applies assignment rules that you define to each candidate to assign the most qualified candidate/s to each object

• Consists of:– Administrative functionality to define assignment rules– Server components to automatically assign business data according to

the rules

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Terminology

• Assignment Rules– A collection of logical business boundaries

• Assignment Criteria– Enforce business conditions when applied to assignment rules. – An assignment rule can have one or more assignment criteria.

• Assignment Criteria Values– Are applied to a specific assignment criterion for a particular business

condition

• Assignment Objects– Business entities– An assignment rule is associated with one or more assignment objects

• Assignment Candidates– Employees, Positions or Organizations

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Assignment Administration

Create Assignment Rule group

Create Assignment Rules, Criteria, Criterion values

Define and apply workload distribution

Set up Static and/or Dynamic Candidates

Set up dynamic assignment

Set up Employee, Positions and Organization Skills

DeployOptional Steps

Mandatory Steps

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Relationship

Assignment Objects

Example: Accounts Opportunities Activities Service Requests Campaigns

Assignment Candidates Positions Organizations Employees

Assignment Criteria

• Skills• Availability• Expertise• Workload

Assignment Rule Assignment Criterion Values

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Assignment Rules• Assignment Rules

– Are used by Assignment Manager to assign data– Logical collection of business conditions– Use criteria and scores to rate candidates and select potential assignees– Rules assign one or more candidates to assignment objects based on one

or more criteria

• Rules are created and administered using the Siebel Web Client– Are not part of the Siebel repository– Are not compiled into the .srf file– Can be deployed during run time

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Assignment Objects• Assignment Objects

– Represent assignment entities to which candidates are matched based on assignment rules

– Identify the type of data being assigned– Several assignment objects are pre-configured in the vanilla application• Examples:

– Account– Contact– Service Request

Assignment Objects

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Assignment Candidates• Represent the people or organizations who are evaluated as potential

assignees for objects.• Candidates are instances of entities to which data can be assigned

– Position

– Employee

– Organization

• Examples of candidates for pre-configured objects:– Accounts can be assigned to both positions and organizations

– Activities can be assigned to employees

– Service Requests can be assigned to both employees and organizations

• A particular candidate or one member of a team can be specified as the primary assignee on a specific assignment rule

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Assignment Criteria• Criteria express conditions that must be satisfied for data to be

assigned• Are expressed in terms of attributes of objects and/or candidates• Examples:

– Account State = CA– Account Product = a product that candidate has expertise for– Rules often include multiple criteria

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Examples of Assignment Rules – Assign Accounts by Sales Region

• ABC Company assigns accounts to its sales organization• ABC Company also assigns accounts to its sales reps by sales region

– Accounts in the Western Region (CA, OR, WA) are assigned to Sales Rep – West

– Accounts in the Eastern Region (CT, MA, ME, NH, RI, VT) are assigned to Sales Rep – East

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Rule to Assign Accounts by Sales Region

• Rule includes– Candidates (desired organization and positions)– Criteria for determining region to assign the account

• A separate rule is required for each sales region

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Candidates for Rules

• Two assignment rule records are created• Candidates are listed in the Position Candidates view

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Criteria and Criterion Values for Rules• Applicable states are listed in the Criteria view

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Examples of Assignment Rules – Assign Service Request to Skilled Agents

• XYZ company assigns service requests to employees with the correct skills to resolve them

• Skills are properties that reflect the candidate’s abilities in various areas such as:

– Product expertise– Installation and upgrade skills– Languages

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Assign Service Request to Skilled Agents…

• Rule includes– Criteria for assigning request• Employee skill matches the area of the service request

– Candidates to be considered• Can list select employees or consider all available employees

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Module Highlights

• Siebel Assignment Manager allows companies to automatically assign business data to the most appropriate positions, people and organizations

• Essential building blocks of Assignment Manager– Assignment Rule– Assignment Criteria– Assignment Criterion Values– Assignment Objects– Assignment Candidates