Siebel 8.

0 Essentials

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Module 42: Siebel Assignment Manager

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 and

in 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

Set up Static and/or Dynamic Candidates

Set up dynamic assignment

Define and apply workload distribution

Set up Employee, Positions and Organization Skills

Deploy

Optional Steps

Mandatory Steps

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Relationship
Assignment Objects Example:
Accounts
Opportunities Activities Service Requests Campaigns

Assignment Candidates
Positions
Organizations Employees

Assignment Criteria Assignment Rule

Skills
Availability Expertise

Assignment Criterion Values

Workload

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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 candidates 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

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