Siebel 8.

0 Essentials

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Module 43: Creating Assignment Rules

Module Objectives
To know the process of creating an Assignment Rule

Ex: Assign sales data to a sales team, service data to a skilled employee
To test the Assignment rules
To understand the key concepts like Person Candidate Source,

Comparison method etc.

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Assignment Rules
Are logical business boundaries associated with individuals or a

team of people to achieve a business goal Assign one or more candidates to assignment rule based on one or more criteria
Has an activation and an expiration date that you can use to denote a range of dates for when the rule should be active
Assignment Object

Who to consider as candidates

To filter the qualified candidates

Criterion

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Steps to create an Assignment Rule

General process to create assignment rules:

1. 2. 3. 4. Design the rule Create the rule record Define the criteria Specify the candidates

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Example: Assigning Data by Sales Region 1.Design the Assignment Rules

Identify the assignment object for which the rule needs to be created Determine the criteria to identify each sales region

Example: Sales regions are based on account state East region includes MA, VT, NH, ME, RI, CT
Determine the candidates to be assigned in each sales region

Region East (CT, MA, ME, NS, RI, VT) West (CA, OR, WA)

Positions Sales Rep East Sales Mgr East Sales Rep West 1 Sales Rep West 2

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2. Create the Rule

Navigate to Administration - Assignment > Assignment Rules List Create a new rule for each sales region

Select the assignment object Set Person Candidate Source to From Rule Select the Assignee Filter Assign a rule group

Consider only the candidates listed in the rule

Specify Default Rule Group if no specific rule group exists Assigns multiple qualifying candidates

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3. Specify the Criteria

Drill down on the rule In the Criteria view, create a new Rule Criterion to be used to assign

data
Example: Only opportunities with an account state in the East region will be assigned
Specify the Comparison Method Specify the attribute value(s) to be used in the comparison

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4. Specify the candidates

Navigate to the Position Candidates view Add a new record for each position to be assigned Optionally assign organizations using the Organization Candidates

view

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Example: Assigning Service Data to Employees

1. Design the Assignment Rule
Determine the criteria to assign a candidate to a service request

Matching criteria include:

Skill match
Location Availability Workload

Determine the set of eligible candidates

Alternatively consider all available employees

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2. Create the Rule

Navigate to Administration - Assignment > Assignment Rules List Select the assignment object Set Person Candidate Source to All People

Set Assignee Filter to One, Best Fit

Assign a rule group

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3. Specify the Criteria

Drill down on the rule In the Criteria view, create a new rule criterion to be used to assign

data
Example: Consider employees only if they are skilled in the product associated with the SR
Specify the comparison method

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4. Specify the Candidates

When considering a restricted set of candidates for assignment, set

Person Candidate Source = From Rule

Navigate to the Employee Candidates view Add a new record for each employee to be considered
Otherwise set Person Candidate Source = All People

Do not explicitly add any employees to rule

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5. Associate Skills with Candidates

Navigate to Administration - User > Employees Assignment Skills

Skills are employees attributes that can be used in assignment

Select a skill and assign one or more values that apply to the user

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Overview of Key Concepts

Person Candidate Source Comparison Method Criteria Inclusion Methods Scoring Assignee Filter

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Person Candidate Source

Determines a list of person candidates relevant to the assignment rule,

depending on the Person Candidate Source field on the assignment rule

From Rule All People Dynamic Candidates (Team) Consider only employees/positions listed explicitly as a candidate in the Employee or Position Candidates view Candidate list includes all registered employees or positions in the Siebel database. Consider the members of a team as candidates Implements dynamic assignment

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Comparison Method
Determines how a rule is evaluated to qualify objects or candidates, or

both, for an assignment rule. Expressed in terms of object and candidate attributes
Comparison Method Compare to Object Compare to Person Compare Object to Person Action Checks if a record attribute matches a value specified in rule Ex: Account Zip Code = 94040 Checks if a person attribute matches a value specified in a rule Ex: Language = ENU Checks if a record attribute matches that attribute of an employee or position Candidate Ex: Product means compare the product of the opportunity and the product skills of the person or position. Checks if an organization attribute matches a value specified in a rule Ex: Type = gold-level partner Checks if record attribute matches that attribute of an organization candidate Ex: ZIP Code means compare the ZIP Code of the service request and the ZIP Code of the organization

Compare to Organization Compare Object to Organization

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Criteria Inclusion Methods

Determine how criteria values and candidates will be matched Assignment criteria use inclusion methods to: Determine how many criteria values must be met to pass the criterion Determine how the score of the criterion values are added to the candidates score
Inclusion Method Include Comments At least one value needs to match Ex: For Compare to Object, the object attribute must match at least one listed criteria value All values must match: Ex: For Compare to Object, the object attribute must match all listed criteria values At least one value needs to match but, processing is continued until all criterion values are exhausted. Scores from all passing criterion values are added to the candidate's score. The Include All Matching inclusion method matches like the Include inclusion method but scores like the Include All inclusion method None of the values must match: Ex: For Compare to Object, the object attribute must not match any of the listed criteria values

Include All

Include All Matching

Exclude

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Scoring
Determines which candidates are assigned to objects by applying scores to

potential candidates Total score for each candidate is determined from each assignment rule from the:
Assignment rule score Assignment criteria score Assignment criteria values score (according to the appropriate inclusion method) Workload criteria score

Is a mechanism used to rank candidates for potential assignment

Rules can specify passing scores Assign higher scores to more important criteria and lower scores to less important criteria

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Assignee Filter
Used to eliminate candidates and determine a final list of assignees

Multiple candidates might qualify Some rules may allow multiple candidates to be assigned

Assignee Filter All, Above Minimum All, Must Assign One, best fit

Action Assign all candidates with assignment score greater than or equal to the rules candidate passing score Same as the All, Above Minimum value, except that the highestscoring candidate is a potential assignee even if all candidates fail to meet the candidate passing score. Use the highest-scoring assignee with an assignment score greater than or equal to the candidate passing score. Choose a random assignee whose score is greater than or equal to the candidate passing score required for this assignment rule

One, Random

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Test Assignment Rules

After creating a rule, run Batch Assignment to test the rule Steps for testing Assignment rules:
1. 2. 3. 4. 5. Release Assignment Rules Enable Detailed Logging Run a Batch Assignment Examine the Assigned Records Inspect the Assignment Log Files

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1. Release Assignment Rules

In the Assignment Rules List view:

Verify that the rule has not expired Click Release to update the list of rules used by Assignment Manager
A rule must be released again every time it is modified

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2. Enable Detailed Logging

Navigate to Administration - Server Configuration > Servers >Components Select Batch Assignment Set Log Level for Object Assignment and Rules Evaluation to 4

Log levels can range from 0 to 5 in order of increasing detail

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3. Run a Batch Assignment

Navigate to Administration - Server Management > Jobs Create a Batch Assignment job and submit the request

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4. Examine the Assigned Records

Navigate to the list view for the data assigned Inspect the records and verify that the desired assignments were made

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5. Inspect the Assignment Log Files

Navigate to the Siebel Server log directory to locate the log file generated

by the Batch Assignment job

Detailed log files document: How each rule is evaluated and why it failed or passed Whether the candidates from each passed rule qualify How the assignees are determined from the list of qualified candidates

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Module Highlights
General process to create assignment rules: Design the rule Create the rule record Define the criteria Specify the candidates Key concepts in creating assignment rules: Person Candidate Source Comparison Method Criteria Inclusion Methods Scoring Assignee Filter Test assignment rules by: Releasing the rule Running a batch assignment Examining the assignment records Inspecting the assignment log files Enable an appropriate level of detailed logging

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Lab
In this lab you will:

Create an assignment rule that assigns sales data to positions Create an assignment rule that assigns service data to qualified employees

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