Oracle AssgManager - Tech

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SIEBEL CONFIDENTIAL AND PROPRIETARY INFORMATION. DUPLICATION IS PROHIBITED. 1 of 79

Siebel 7 Assignment Manager
(Technical)

Learning Objectives
After completing this course you will be able to:

Describe Siebel Assignment Manager capabilities and
system process flows as they relate to business
requirements
Describe where the Siebel Assignment Manager fits in the
Siebel Web architecture
Identify installation and setup considerations
Follow configuration steps for Siebel Assignment Manager
Perform system administration tasks
Address implementation considerations and incorporate
best practices

Introduction to Siebel Assignment Manager

Siebel Assignment Capabilities
Assigns items to qualified owners based on weighted and

evaluated factors, such as:
Opportunities get assigned to the correct salespeople
Service requests get assigned to the most skilled,
available agents
Reassigns when changes occur to:
Organizational structure
Employee skill sets
Territory alignment

Siebel Assignment Manager Functionality
Applies user-definable business rules and conditions that

match new items to the most qualified people
Provides flexibility in building rules, spanning across
multiple comparison methods and sophisticated
weighting mechanisms
Assigns any business entity defined in a Siebel eBusiness
Application, with prebuilt support for common items
such as service requests, activities, and opportunities
Assigns an item to a person, a group of people, or an
organization
Runs as an integrated server component, available to all
Siebel eBusiness Applications

Siebel Assignment Manager Functionality Continued
Evaluates and compares many different properties of the item

and the potential assignees before finding the best match
Siebel Business Entities

Assignment
Objects Accounts Service Requests Opportunities
Campaigns Product Defects Activities
Assignment Siebel Assignment Manager

Rules
Assignment Product Industry Skills
Criteria Workload Sales Territory Expertise
Candidates Organization Position Employee

Process Flows

Assignment Manager Process Flow
To assign an assignment object to an employee, position,

or organization:
1) Determine if assignment rules apply to the assignment object
Assignment
Object
Apply Object satisfy Yes List of

Assignment Rule rule criteria? candidates…
No
Ignore Rule
REPEAT FOR EACH MATCHING RULE
Assignment Manager Process Flow Continued
2) Evaluate candidates to calculate candidates’ scores
List of
candidates…
Evaluate Yes
Candidate satisfy
candidates rule criteria?
Calculate score
No for each
candidate…
Discard candidate

3) Apply additional criteria to recalculate candidates’ scores
Calculate score
for each
candidate…
• Matching criteria
• Expertise weights
• Position / employee
Rank candidates
+ workload
based on total scores
Total score
for each candidate

4) Check calendar availability if requested

Rank candidates
based on total scores
Is No
Check Calendar Ranked list
selected? of candidates
Yes
Check calendar Yes
availability for Candidate
each candidate available?
No
REPEAT FOR EACH MATCHING RULE Discard candidate

5) Apply Assignees from Rule method to determine assignees
Keep all candidates

All, Above Minimum with score >=
rule minimum score
Ranked If no candidate meets rule

list of All, Must Assign score, keep highest
candidates candidate, or all above
minimum List of
assignees
Keep the single
One, Best Fit highest scoring
candidate from this rule
Choose random
One, Random candidate above
minimum Score

6) Select primary rules and assign
List of
assignees Assign!
Choose exclusive Eliminate
rule with highest assignees
Yes scoring assignee, from all
set to primary rule other rules
Set Primary
Object match Assignee
an exclusive from
rule? Primary Rule
Set primary rule Keep
No to rule with assignees
highest scoring from all
assignee other rules

Calendar Availability
Evaluates criteria for eligible employees

Checks work schedule and calendar for each eligible
employee
Removes unavailable employees
Evaluates and ranks scores for remaining employees
List of eligible
employees
Appointment Calculate total

List of available
Booking System score for each
employees
(ABS) employee

Assignment Based on Availability Continued
Example: A service request with a Severity 1-Critical

status requires a one-hour response by a technical
support engineer (TSE)
One-hour
restriction
Assignment Identifies Satisfies

Object TSE criteria
Checks employee’s
Creates employee
work schedule
calendar entry
and calendar

Multi-Tier Assignment
Filters how people and organizations are assigned, based on the

relationships between them
Controls the grade of dependency between person and
organization during assignment
Assignment Modes
Independent
Person-Oriented
Organization-Oriented
Org and Person-Oriented

Multi-Tier Assignment: Independent
Assigns unrelated organizations and people to the

same object
Organization No Evaluate
meets organization’s
criteria? people
Ignore rule
Yes
Person No
matches criteria?
Yes
Assign Organization Assign Candidate

Multi-Tier Assignment: Independent Continued
Example of an independent assignment:
The Organization, Europe, The Person Lee, in

matches; Asia does not the Organization
Asia, matches
Person in
Organization Match Match
Organization
Europe Y Johansen N
Asia N Lee Y
Assigned Assigned
Organization Person
Europe --
-- Lee
Multi-Tier Assignment: Person Oriented
Assigns a person in an organization if the person meets

the assignment criteria
Yes Person
Person meets Assign candidate
becomes candidate
criteria?
No
Evaluate person’s
Ignore rule organization
Person’s
No organization Yes
Discard Assign organization
matches
criteria?

Multi-Tier Assignment: Person Oriented Continued
Example of Person Oriented assignment:
Person’s
Person Match Match
Organization
Conway Y North America Y
Johansen Y Europe N
Lee N Asia Y
Assigned Assigned
Person Organization
Conway North America
Johansen --
-- --

Multi-Tier Assignment: Organization Oriented
Assigns an organization if it meets the assignment

criteria, then assigns persons within the organization if
they meet the criteria
Organization Yes Organization

Assign organization
meets criteria? becomes candidate
No Evaluate people
in organization
Ignore Rule
No Person Yes
Discard Assign person
match criteria?

Multi-Tier Assignment: Organization Oriented Continued
Example of an Organization Oriented assignment:
Person in
Organization
North America Y Conway Y
Europe Y Johansen N
Asia N Lee Y
Assigned Assigned
Organization Person
North America Conway
Europe --
-- --

Multi-Tier Assignment: Organization and Person
Filters all persons and organizations that satisfy the

criteria, then assigns only those that have corresponding
persons and organization that meet the criteria
Assign people and

organization
Organization Yes Organization Yes

meets criteria? becomes candidate
People’s
organization
match
organization?
Person Yes People become
meets criteria? candidates

Multi-Tier Assignment: Organization and Person
Example of an organization and person assignment:
Person in
Organization
North America Y Conway Y
Europe Y Johansen N
Asia N Lee Y
Assigned Assigned
Organization Person
North America Conway
-- --
-- --

Team Scores
Helps determine how relevant skills and expertise of

candidates are for addressing customers’ issues
Drives workflow or subsequent actions based on business
rules and requirements
Stores maximum score if same person or organization is
chosen from multiple rules with different scores

Siebel Assignment Manager
Web Architecture

Siebel Assignment Manager Architecture
Runs on the Siebel Server as a multithreaded server

component
User Interface
Interaction Manager
Rendering Engine
Siebel Enterprise
Siebel Server(s)
Object Manager Assignment Manager
Data Manager
Siebel
Database
Assignment Manager Operation Modes
Runs on a Siebel Server as a multithreaded component

Spawns separate thread for each assignment request
Loads database tables for rule and object definitions into
memory
Runs in two phases:
1) Qualification 2) Assignment
Matches attributes Assigns positions /

and skills employees to data

Assignment Manager Operation Modes
Interactive Assignment
Assigns in real time
Uses Assign button
Batch Assignment
Submits objects for re-assignment
Realigns territory
Dynamic Assignment
Assigns objects automatically
Workflow Manager and Assignment Manager server
processes
Mobile Assignment
Queues assignment requests for synchronization

Modes: Interactive Assignment Process Flow
Use Interactive Assignment to make real-time assignments
End-user creates
Siebel
service request, Request
Gateway
selects Assign Broker
Server
button
Ranked
Request Assignment
list of
Broker Manager
candidates
Request Assignment
Broker Manager Siebel

Modes: Batch Assignment Process Flow
Use Batch Assignment to assign multiple records of an

object in a single batch
Server Manager
starts task
Service Request
Assignment Server
processes the task
Run multiple threads to increase throughput

Modes: Dynamic Assignment Process Flow
Use Dynamic Assignment to create assignments as users and

server programs change assignment object attributes
End-user activity or server process
EIM
S_ESCL_REQ
Generate triggers Triggers fire
Siebel
Create triggers
Database
Reads records
Assigns
Assignment rules Workflow

release Monitor Agent
Mobile Assignment
Database changes to the Mobile Web Client are queued
and applied to the server at the next synchronization
Performs all interactive assignments automatically after
synchronization
Updates changes to assignment rules and objects
Reassigns affected objects dynamically
Database
change
Request inserted: Transaction Server

Local S_SRM_REQ Merger S_SRM_REQ
Assignment Server Request Request

Server Broker Processor
Service Request
Data Model

Assignment Manager Workflow Elements
Workflow elements are specific to Assignment Manager:
Workflow
Use Table
Element
Workflow Logical grouping of tables and S_ESCL_OBJECT
Policy columns that can be monitored by a
Object Workflow Policy
Workflow Representation of a single table, as S_ESCL_LINK
Policy a part of a Workflow Policy object
Component
Workflow Representation of a particular S_ESCL_COL
Policy column within a table
Column
Workflow Maps a Workflow Policy column to a S_ESCL_LINK_COL
Policy particular Workflow Policy
Component component
Column
Assignment Manager Object Elements
Object elements specific to Assignment Manager:
Assignment
Use Table
Element
Assignment Business entity that can be S_ASGN_OBJECT
Object assigned; derived from a Workflow
Policy object
Primary table and columns
Team table and columns
Skill tables
Run-time settings
Assignment Logical attributes of an Assignment S_ASGN_ATTR
Attributes object that can be used for
matching, such as:
Service Request priority
Product
Industry
Configuration Assignment Elements
Assignment
Use Table
Element
Assignment Maps an Assignment attribute S_ASGN_ATTR_COL
Attribute to a Workflow Policy
Column Component column
Assignment Set of conditions that describe S_ASGN_ITEM_TYPE

Criteria and evaluate relevant
attributes of an Assignment
object and candidates
Used to determine which

candidates qualify to be
potential assignees

Configuration Assignment Elements Continued
Assignment
Use Table
Element
Assignment Assignment attribute S_ASGN_ITEM_ATTR
Criteria associated with a
Attribute particular Assignment
criterion
One or more Assignment

Criteria attributes make
up an Assignment criterion

Setup and Administration

Installing Assignment Manager
Requires no separate installation or setup

Runs as a component of the Siebel Server
Check these component groups when installing the
Siebel Server:
Assignment Manager
Workflow Monitor
System Manager
For run-time parameters, see Running Assignment Manager

section in Siebel Bookshelf

Defining and Running Assignment Rules
Use the Siebel Web Client to define and use assignment

rules
1) Create assignment rule
2) Create assignment criteria
3) Create criteria values (optional)
4) Create assignment workload (optional)
5) Choose assignees; employees, positions, or organizations
6) Release assignment rule
7) Run Assignment Manager

1) Defining: Create the Assignment Rules
Create the assignment rules from the Assignment

Administration screen
Create rule here

1) Defining: Create the Assignment Rules Continued
From the Assignment Administration screen specify the following:
Object For which each rule applies
Criteria To be used for each rule
Values For each assignment criterion
Skills To match assignment rules, to objects,

organizations, employees, and positions
Expertise To weigh skill scores
Candidates To be scored using the assignment rule
Workload
To balance work across your organization
Criteria
2) Defining: Create Assignment Criteria
Determine which candidates qualify as assignees and

which assignment rule should be evaluated in assigning
an object to assignment criteria
Skill, geography, availability, and so on
Weighted rankings
Scores and minimum scores
Required or Required when Available
Inclusion or Exclusion of Specified Criteria
Wildcards

2) Defining: Create Assignment Criteria Continued
Apply comparison method to determine if candidates meet the

criterion:
Method Definition
Compare to Object Compare criteria values to object attributes
Compare Object to Compare object attributes to candidate

Person attributes
Compare to Person Compare criteria values to candidate

attributes
Compare to Compare criteria values to organization
Organization attributes
Compare Object to Compare object attributes to organization
Organization attributes

3) Defining: Create Criteria Values (Optional)
Associate details with a criterion directly compared to

an object or candidate
Assignment criteria that contain one or more criteria
values are:
Compare to Object
Compare to Person
Compare to Organization
NOTE: Depending on the corresponding inclusion value,

candidates that meet the criteria value will have the
criteria value score added to their total scores

3) Defining: Use Scores (Optional)
Use scores to determine which candidates are assigned

to objects
Scores are determined by associated weights given to
rules, criteria, and criteria values
The higher the weight, the more important that particular
item
If a candidate satisfies a particular rule, criterion, or criteria
value, the candidate’s total score is incremented by the
weight of the satisfied item
Highest scoring candidate is considered best match

3) Defining: Use Scores (Optional) Continued
Scores can be used at different levels

Each match adds to the candidate’s score
Employee / 5
Position / 10 Add 20
Organization matching 10
attributes + 10
RULE 5
45
WORKLOAD 30 + 24
Perform a
CRITERIA 20
calculation
62
VALUE 10

4) Defining: Create Assignment Workload (Optional)
Define workload criteria in assignment rules for

employees and positions, or for organizations
WORKLOAD
RULE
Max Load = 20 Service Requests
Workload Score Total

Employee
Max([1-(Current Workload / Max Load)] * Score, 0) Score
Ellen: current
workload = 37 Max ([1-(37/20)] * 30, 0) = Max (-55.5, 0) 0
Service Requests
Steven: current
workload = 4 Max ([1-(4/20)] * 30, 0) = Max (24, 0) 24
Service Requests

5) Defining: Choose Assignee
Choose assignable employees, positions, or
organizations
Service implementations typically assign employees to
objects
Sales implementations typically assign positions to
objects
Organizations are often assigned in either implementation

6) Release Assignment Rule
Site Map Assignment Administration Assignment Rules
Select the
Release button
for each rule

7) Run Assignment Manager: Preparation
Check that the appropriate components are enabled

Interactive Assignment − Assignment Manager and Server
Request Broker
Dynamic Assignment − Workflow Monitor Agent
Batch Assignment − Batch Assignment
Availability feature − Appointment Booking Engine
Configure Assignment Manager components for system
Configure Assignment Manager Event logs

Running Assignment Manager: Batch Mode
Submit batches of objects for assignment or reassignment

Start a Batch Assignment task in the Server Manager, using
the following parameters:
Parameter Value Definition

Assignment Account, Opportunity, Service Request,
Object Name Accounts Activity, Product Defect, Campaign,
Modes: Batch Assignment
Contact (assign one per task)
Object Where Where
Clause Last_UPD Where clause of the object for batch
like 14-Nov- assignment (use % for wildcard)
01
Batch size Number of objects to assign before
10
committing each batch
Log transaction Generate a synchronization transaction
True
on change only for every object

Running Assignment Manager: Dynamic Mode
Run Assignment Manager in Dynamic mode to:

1) Run Generate Triggers server task
When changes to assignment objects are made in Siebel
Tools
When assignment policies have changed
2) Activate the Assignment Policy for the Object being
assigned
An Assignment Policy is associated with one Assignment
Object
Assignment Policies are assigned to Groups
The Workflow Monitor task monitors all active policies in
the group it monitors
3) Start a Workflow Monitor task
Set Group field to Assignment Group
Set Use Action Agent field to False

Running Assignment Manager: Dynamic Mode Continued
1) Run Generate Triggers task

Site Map Server Administration Enterprise Operations
Component Requests
The Generate
The Generate Trigger
Trigger server
server
component detects
component detects changes
changes in in
database and
database and triggers
triggers the
the
Workflow Monitor
Workflow Monitor Agent
Agent toto
assign the
assign the item
item

2) Activate the Assignment Policy for object being assigned

Site MapAssignment AdministrationAssignment Policies

3) Start a Workflow Monitor Agent task using the Server

Manager command line interface (srvrmgr)
Workflow Monitor
Workflow Monitor Agent
Agent
task alerts
task alerts the
the
Assignment Server
Assignment Server to
to
specified events
specified events

Running Assignment Manager: Interactive Mode
To run Assignment Manager in Interactive mode, check

parameters in application configuration file
Update these parameters in the client Machine name

configuration file: for Siebel
Gateway
[Server] Server
GatewayAddress = TRAINING24
EnterpriseServer = siebel
RequestComponent = SRMSynch
RequestServer = TRAINING24
If not using load balancing, use the

Request Server machine name

Running Assignment Manager: Interactive Mode Continued
Select the Service

Request for
assignment, then select
Assign from pull-down
menu
Service Request and

Activity Objects are pre-
configured to use
Interactive Assignment

Configuration

Configuring Siebel Assignment Manager
Uses Siebel Tools for configuring at various levels
Inclusion and exclusion methods

Define how to match
Different comparison methods
attributes
Wildcard values
Objects
Create and configure Assignment criteria
components Criteria values
Assignment attributes
Interactive − in real time

Dynamic − database changes
Run in different modes
Batch − assign multiple records in
a single batch

Configuring Assignment Based on Availability
From Siebel Tools, set the Assignment Object properties

From the Siebel Client, check the Calendar check box
of the New Assignment Rules properties
Set up the Service Regions and Employee Schedules for
the Appointment Booking System

Configuring Assignment Based on Availability Continued
Set up Assignment Object properties from Siebel Tools
Calendar Duration
Column stores duration
in minutes
Calendar Start Time

Column stores latest
start time, such as no
later than
Calendar Early Start Time

Column (optional), stores
earliest start time, such
as no sooner than

Configuration in Siebel Tools

To create activities in the
calendar, set:
Calendar Create Activity
Check to create activities
Calendar Activity additional
fields
For any extra information that is needed when creating an
activity
Format: "<parent field name>" [, "<field name>", "<field
value>"]...
Example: "Activity SR id", "Type", "To Do", "Priority", "Medium"

Check the Check Calendar check box of the New

Assignment Rules properties

Required Field Service component property settings
Each employee must belong to a service region

An employee can belong to only one service region
Each service region must have its own work schedule
All employees must have their own work schedule with
deviations and exceptions from the service region schedule
Appointment Booking System, ApptBook component, must
be running in the Siebel Server
Each service region can belong to only one ApptBook
component
Siebel Server must be registered to handle the requests for
each service region (screen is Scheduler Administration
Server Key Mappings)

Configuring Multi-Tier Assignment
From Siebel Tools, change the Assignment Mode in the

Assignment Object

Configuring Team Scores
In Siebel Tools, these properties were added to the

Assignment object:
Position Team Score column
Employee Team Score column
Organization Team Score column
Must reference a numeric column in the Assignment Object
Team Table when assigning accounts to positions, such as,
S_ACCNT_POSTN.X_TEAM_SCORE
When set, the score is written to the relevant column
To expose the scoring column, modify the appropriate
business component and related applet

Implementation and Performance Tips

Implementation Considerations
Identify and review assignment objects, attributes, and

rules clearly before implementing
Identify an Assignment Manager Administrator to
administer objects, rules, and criteria
Avoid generic rules that result in a large number of
matches, such as Country
Release rules from the Assignment Rules view, once
rules have been defined
Check the functionality and performance of the system
with thorough testing

When to Recompile SRF File
SRF file contains assignment configuration

Assignment Attributes
Assignment Criteria
Recompile .srf file after
Add/remove/edit assignment attributes
Add/remove/edit assignment criteria
Recompilation is not necessary after changing assignment objects

When to Run Gentrig
Creates database triggers for dynamic assignment based

on assignment configuration
Assignment attributes
Assignment criteria
Workflow objects
Assignment policies
Run Gentrig if you have
Added/removed/modified assignment objects
Added/remove/modified assignment attributes
Added/removed/modified assignment criteria
Add/removed/modified assignment policies

When to Run Batch Assignment
Run Batch Assignment under the following conditions:

After modifying Assignment Rules or components of an
Assignment Rule, for example:
Adding/removing candidates
Adding/removing/updating criteria
Add/removing/updating criteria values, etc.
After modifying repository definitions in Siebel Tools, for
example:
Change assignment object definitions
Change assignment criteria definitions, etc.
After using EIM for large volume data loads
To flush out the system and assign or reassign all items

Contact Denormalization
Copies sales team members from Accounts and

Opportunities to the Contact sales team, for example:
Add a position to Account ABC; adds same position to
Contacts for Account ABC
Delete a position from Opportunity XYZ; deletes same
position from the Contacts for the Opportunity XYZ
Uses workflow manager to identify contact to de-
normalize
Detects changes
Submits Assignment Server denormalization request
Maintains contact team

Performance Considerations
Siebel Assignment Manager runs on scalable Siebel Server

layer
Multithreaded component
Spawns separate thread for each request
Provides acceptable response times for synchronous assignment
requests
Loads database tables for rule and object definitions in
memory
Performs matching in memory

Product Demonstrations:
Defining Assignment Rules

Server Administration
Running an Interactive Assignment
Running a Dynamic Assignment
Running a Batch Assignment

Summary
This course showed you how to:

Describe Siebel Assignment Manager capabilities, system
process flows as they relate to business requirements
Describe where the Siebel Assignment Manager fits in the
Siebel Web architecture
Identify installation and setup considerations
Follow configuration steps for Siebel Assignment Manager
Perform system administration tasks
Address implementation considerations and incorporate
best practices

Thank You
Thank you for joining me today in this discussion of the

Siebel Assignment Manager
Please consult your Siebel Bookshelf for additional
documentation related to the subject matter in this
presentation

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SIEBEL CONFIDENTIAL AND PROPRIETARY INFORMATION. DUPLICATION IS PROHIBITED. 1 of 79

SIEBEL CONFIDENTIAL AND PROPRIETARY INFORMATION. DUPLICATION IS PROHIBITED. 2 of 79

After completing this course you will be able to:

SIEBEL CONFIDENTIAL AND PROPRIETARY INFORMATION. DUPLICATION IS PROHIBITED. 3 of 79

SIEBEL CONFIDENTIAL AND PROPRIETARY INFORMATION. DUPLICATION IS PROHIBITED. 4 of 79

Assigns items to qualified owners based on weighted and

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Applies user-definable business rules and conditions that

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Evaluates and compares many different properties of the item

Siebel Business Entities

Assignment Siebel Assignment Manager

Candidates Organization Position Employee

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SIEBEL CONFIDENTIAL AND PROPRIETARY INFORMATION. DUPLICATION IS PROHIBITED. 8 of 79

To assign an assignment object to an employee, position,

Apply Object satisfy Yes List of

2) Evaluate candidates to calculate candidates’ scores

REPEAT FOR EACH MATCHING RULE

3) Apply additional criteria to recalculate candidates’ scores

REPEAT FOR EACH MATCHING RULE

4) Check calendar availability if requested

REPEAT FOR EACH MATCHING RULE Discard candidate

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5) Apply Assignees from Rule method to determine assignees

Keep all candidates

Ranked If no candidate meets rule

REPEAT FOR EACH MATCHING RULE

6) Select primary rules and assign

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Evaluates criteria for eligible employees

Appointment Calculate total

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Example: A service request with a Severity 1-Critical

Assignment Identifies Satisfies

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Filters how people and organizations are assigned, based on the

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Assigns unrelated organizations and people to the

Assign Organization Assign Candidate

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Example of an independent assignment:

The Organization, Europe, The Person Lee, in

Assigns a person in an organization if the person meets

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Example of Person Oriented assignment:

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Assigns an organization if it meets the assignment

Organization Yes Organization

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Example of an Organization Oriented assignment:

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Filters all persons and organizations that satisfy the

Assign people and

Organization Yes Organization Yes

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Example of an organization and person assignment:

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Helps determine how relevant skills and expertise of

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Runs on the Siebel Server as a multithreaded server