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45ESS - Introducing Assignment Manager

Siebel Assignment Manager allows companies to automatically assign business data to candidates using assignment rules. The rules consider assignment objects (the data), candidates (people, positions, organizations), and criteria to define which data goes to which candidates. Examples showed opportunities and service requests assigned based on sales territory, employee skills, and balancing workloads.

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AkhamiePatrickOshioke
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54 views

45ESS - Introducing Assignment Manager

Siebel Assignment Manager allows companies to automatically assign business data to candidates using assignment rules. The rules consider assignment objects (the data), candidates (people, positions, organizations), and criteria to define which data goes to which candidates. Examples showed opportunities and service requests assigned based on sales territory, employee skills, and balancing workloads.

Uploaded by

AkhamiePatrickOshioke
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Essentials (Siebel 7.

7)

Module 45: Introducing


Assignment Manager
Module Objectives

After completing this module you will be able to:


 Describe Siebel Assignment Manager
 Describe the elements used by Assignment Manager to
assign tasks

Why you need to know:


 Many Siebel customers need to automate the assignment
of business data to help assign business data consistently
and promptly

Module 45: Introducing Assignment Manager 2 of 15


Business Challenge and Solution
 Challenge: Assign business data consistently and promptly
 Follow business rules and policies with special considerations for:
 Large volumes of data
 Short response times
 Multiple rules and policies

 Solution: Siebel Assignment Manager


 Allows companies to automatically assign business data to the
most appropriate positions, people, and organizations

Module 45: Introducing Assignment Manager 3 of 15


Assignment Rules
 Assign data by considering:
 Assignment Objects: the data that need to be assigned
 Candidates: the people, positions, or organizations that will be
assigned to that data
 Criteria: define which data will be assigned to which candidates
Candidates
Accounts
Campaigns
Service Requests Employees
Product Defects Positions
Opportunities Organizations
Activities
Contacts Skills
Expertise
Assignment Objects Availability Criteria
Product
Workload
Sales Territory
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Assignment Objects
 Identify the types of data being assigned, such as accounts,
opportunities, and service requests
 An assignment rule may be used to assign one or more
assignment objects

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Candidates
 Assignment Manager assigns data to:
 Employee candidates
 Position candidates
 Organization candidates
 An assignment rule may:
 Contain a list of candidates who are assigned if the rule passes
 Match data to candidates based on their skills

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Criteria
 Describe when a record should be assigned to the candidates
for that rule
 There can be multiple criteria per rule
 Examples of criteria:
 Does the account state = CA?
 Does the candidate have a skill with the product associated with this
service request?

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Assignment Manager Examples

Assign Opportunities by Sales Territory

Assign Service Requests to Skilled Agents

Assign Service Requests Using Workload

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Assign Opportunities by Sales Territory


 ABC Company assigns opportunities to its sales organization
 ABC Company also assigns opportunities to its sales reps by
territory
 Opportunities in the Western Region are assigned to Sales Rep –
West
 Opportunities in the Eastern Region are assigned to Sales Rep –
East
Sales Organization
VP Sales - US
Pat

Sales Rep – West Sales Rep – East


Alex Jane

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Assign Opportunities by Sales Territory Continued


 ABC Company uses two assignment rules to assign sales
opportunities:

Rule: Western Opportunities Rule: Eastern Opportunities


Object: Opportunities Object: Opportunities
Criteria: Account State = CA Criteria: Account State = MA
Candidates: Candidates:
 Sales Rep – West  Sales Rep – East
 Sales Organization  Sales Organization

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Assign Service Requests to Skilled Agents


 ABC Company needs to assign service requests to employees
with the correct skills to resolve them

Service Organization

VP Service
Chris

Service Agent 1 Service Agent 2 Service Agent 3


Craig Ellen Jack

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Assign Service Requests to Skilled Agents Continued


 A single rule can compare data to the skills of the candidates

Employee: Chris
Skill: (none)

Employee: Craig
Assign incoming service requests… Skill: Network

Rule: Western Region


Employee: Ellen
Object: Service Request
Skill: CPU
Criteria: Product … to best candidate
Candidate: All People
Employee: Jack
Skill: Network

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Assign Service Requests Using Workload


 ABC wants to distribute service requests evenly among the
people who are qualified to work on them
Workload balances
the SR distribution

Employee: Craig Employee: Craig


Skill: Network Skill: Network
Workload: 18 SRs Workload: 19 SRs

Employee: Ellen Employee: Ellen


Skill: CPU Skill: CPU
Workload: 10 SRs Workload: 10 SRs

Employee: Jack Employee: Jack


Skill: Network Skill: Network
Workload: 20 SRs Workload: 20 SRs

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Assign Service Requests Using Workload Continued


 A rule can evaluate candidate workload to ensure that
workloads are at appropriate levels

… to best candidate

Employee: Craig
Skill: Network
Assign incoming service requests… Workload: 18 SRs

Rule: Assign Service Requests by Workload Employee: Ellen


Skill: CPU
Object: Service Request
Workload: 10 SRs
Criteria: Product, Workload
Employee: Jack
Candidates: All People
Skill: Network
Workload: 20 SRs

Module 45: Introducing Assignment Manager 14 of 15


Summary

This module showed you how to:


 Describe Siebel Assignment Manager
 Describe the elements used by Assignment Manager to
assign tasks

Module 45: Introducing Assignment Manager 15 of 15

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