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Module 47: Invoking Siebel

Assignment Manager

Siebel 8.0 Essentials

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Module Objectives

After completing this module you should be able to:

List the modes in which Assignment Manager can be invoked

Invoke Assignment Manager in dynamic mode

Why you need to know:

You need to enable your Siebel environment to support dynamic

assignment management

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Running Assignment Manager

Assignment Manager is invoked in three modes:

Batch Assignment

Dynamic Assignment

Interactive Assignment

All modes require that the Assignment Manager componentgroup be enabled

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Batch Assignment

Is used to submit batches of data for one-time assignment or

reassignment Is implemented via a server task

Business scenarios:

Change assignment rules and reassign existing objects that arealready assigned

Sales region or territory realignment

Existing assignments are inaccurate

After a batch data load

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Dynamic Assignment

Automatically invokes Assignment Manager to assign data in

near real time as records are created or modified Business scenarios:

Whenever a service request is created, assign it to a service agentwith the appropriate product skill

Whenever an opportunity is created, assign it to the sales

representative who handles that territory

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Dynamic Assignment Continued

Is implemented using:

Assignment policies

Generate Triggers

Workflow Monitor Agent

Assignment Manager

Is similar to workflow policies

Both execute asynchronously on the server

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Assignment Policies

Specify which objects are to be assigned

Are expired by default Navigate to Site Map > Administration Assignment > Assignment

Policies

Remove the expiration date to activate policies

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Generate Triggers

Is a server task that creates database triggers

Builds triggers for all active assignment policies

Must be run after policies are activated

Requires a user with privilegesto add triggers to the database

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Workflow Monitor Agent

Start Workflow Monitor Agent and specify:

Group Name (the group of assignment policies you activated)

Sleep Time (interval in seconds between iterations)

Follow steps used in enabling workflow policies

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Assignment Manager

Is invoked by Workflow Monitor Agent

Assignment Manager server component must be online

Performs the assignment of data to candidates

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Dynamic Assignment Process Flow

Is similar to the flow for workflow policies

Workflow

Monitor Agent

Server

Request Broker

Assignment

Manager

SiebelDatabase

Generate triggers

Create triggers correspondingto assignment policies Triggers fire when

conditions satisfiedand write record

Monitors S_ESCL_REQ tablefor changes and invokes

Assignment Manager

Evaluate theassignment rules

Account created

S_ESCL_REQ

Makesassignments

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Interactive Assignment

Is used to assign candidates in real time

Enabled for Service Request and Activity assignment objects

Business scenarios:

A customer service representative receives a call and creates anew service request, then clicks Assign to find the right person towork on that service request

A field service supervisor wants to find the right person to work ona repair activity, and uses Interactive Assignment to obtain a list ofpeople with the right skills to perform the repair

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Using Interactive Assignment

Implemented via user interaction and tasks on server

User makes assignment from a generated list of candidates

1. Select the workto be assigned

3. Select employee and click Assign

2. Click Menu andselect Assign

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Requirements for Interactive Assignment

Verify that Assignment Manager is online and Server RequestBroker is running

Performs Assignment

Brokers client requests

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Module Highlights

Assignment Manager is invoked in three modes

Batch Assignment: Is used to submit batches of data for one-timeassignment or reassignment

Is implemented by submitting a job request

Dynamic Assignment: Is used to assign data in near real time asrecords are created or modified

Is implemented using: Assignment policies

Generate Triggers

Workflow Monitor Agent

Assignment Manager

Interactive Assignment: Is used to assign candidates in real time

Is implemented via user interaction and tasks on server

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Lab

In the lab you will:

Create new service records and verify that they are dynamicallyassigned to the desired employee