Siebel Assignment Manager Rules Engine Computer Science Essay

Siebel Assignment Manager is a rules engine that allows sales and service organizations to assign the most qualified people to specific tasks. Assignment Manager accomplishes this function by matching candidates to predefined and user-configurable assignment objects. To assign the most qualified candidate to each object, Assignment Manager applies assignment rules that you define. For you to define assignment rules, you select:

• Objects to which each assignment rule applies

• Rule Groups to which each assignment rule applies (optional)

• Criteria for each assignment rule

• Values for each assignment criteria

• Skills to match assignment rules, objects, organizations, employees, and positions

• Scores for each assignment rule, criteria, and value

• Candidates that are scored using the assignment rule

• Workload rules to balance work across your organization

Terminology of Assignment Manager:

Assignment Object: In Siebel Assignment Object is repository Data type which is need to be assigned. Based on Assignment Rule Assignment Manager finds the suitable candidate. A number of predefined assignment objects are available for use by Assignment Manager for the most commonly used business entities in Siebel Business Applications. Some of the predefined assignment objects are:

â-  Account

â-  Activity

â-  Campaign

â-  Campaign Contact

â-  Contact

â-  Opportunity

â-  Order (Sales Credit Assignment)

â-  Product Defect

â-  Project

â-  Project Team

â-  Service Request

Assignment Rule: In Siebel Assignment Manager, an assignment rule is a collection of logical business boundaries. Each assignment rule has an activation and an expiration date that you can use to denote a range of dates for when the rule should be active. If you specify an activation date and no expiration date, the rule is active from the date denoted by the activation date onwards. If you specify an expiration date and no activation date, the rule is active until the date denoted by the expiration date. If you do not specify neither the activation date nor the expiration date, the rule is always active.

Assignment Criteria: In Siebel Assignment Manager, assignment criteria enforce business conditions when applied to assignment rules. An assignment rule can have one or more assignment criteria. For Each criterion specific values can be given if required.

Running mode of Assignment Manager:

Batch Mode–Use batch assignment to assign multiple records of an object in a single batch. Typically, you want to run batch jobs periodically when you anticipate the least amount of database activity (such as daily or weekly after-hours).

Dynamic Mode–Dynamic assignment is especially useful in a deployment where users and server programs make frequent changes to the assignment object records (such as service requests and activities) because dynamic assignment can automatically determine the changes and assign the objects to the appropriate people and organizations.

Interactive Mode–Running Assignment Manager in interactive mode allows end users to make real-time assignments. End users can review a list of potential assignees generated by Assignment Manager, then select and confirm, or override the assignment from the generated potential candidate list.

Creating Assignment Rule (Considering Service Request as Assignment Object)

Goto SiteMap->Admin Assignment

DrillDown on Rule Group List

Create a new Record

Name

Parent Rule Group

Activation

Expiration

SR Assignment

(If required)

Date(From when rule group should be Active)

Date(After this Date rule group should be expired)

Drilldown on Rule Group Name

Create Assignment Rule in Rule List Applet

Name

SR Assignment Rule

For Object to be Assigned, Create a new record in PickApplet and select an Object.

Fill Other fields

Object To Be Assigned

Activation

Expiration

Sequence

Service Request

Date(From when rule should be Active)

Date(After this Date rule should be expired)

1

Drill Down on Assignment Rule, Fill the Candidate Details on the basis of requirement.

Important fields, there values and description…..

Assignee Filter Field

Assignee Filter Field Values

Assignee Filter

Description

All, Above Minimum

Use assignees with an assignment score greater than or equal to the assignment rule’s candidate passing score. Assigns one or more assignees.

All, Must Assign

Same as the All, Above Minimum value, except that the highest-scoring candidate is a potential assignee even if all candidates fail to meet the candidate passing score. Assigns one or more assignees.

One, Best Fit

Use the highest scoring assignee with an assignment score greater than or equal to the candidate passing score. Assigns one assignee.

One, Random

Choose a random assignee whose score is greater than or equal to the candidate passing score required for this assignment rule. Assigns one assignee.

NOTE:  If you do not use scores, the candidate passing score on the assignment rule and all qualifying candidate scores are treated as zero. Therefore, every qualifying candidate (every candidate that passes all required criteria) is assigned depending on the assignee filter.

The assignee filter determines how candidates are evaluated as potential assignees to the object.

2.2 Person Candidates Source

From Rule. To assign the objects only to candidate (positions and employees) defined in the rule.

All People. Checks Assignment Skills of the entire candidate (positions and employees)

Teams. The person dynamic candidate teams you define in Siebel Tools (the value of the Team Type property in the Dynamic Candidate object) appear in the Person Candidates Source list of values (LOV) field in the assignment rule.

2.3 Organization Candidates Source

From Rule. To assign the objects only to candidate (Organization) defined in the rule.

All People. Checks Assignment Skills of the entire candidate (Organization).

Teams. The organization dynamic candidate teams you define in Siebel Tools appear in the Organization Candidates Source list of values (LOV) field in the assignment rule.

Check Employee Calendar Field

If check then Assignment Manager checks the employees availability by checking it’s calander.

Assignment Criteria:

Goto Assignment Rule

DrillDown on the Rule Name

In Criteria tab, Create a new record

Rule Criterion

Service Request Type

Comparison Method:Assignment Manager uses criteria comparison methods to qualify objects or candidates, or both, foran assignment rule

Comparison Method

Description

Compare to

Object

Criteria values are compared with object’s attribute.

Compare to

Person

Compares criteria values to skills of person candidates (employees or positions). Person candidates that possess the skills required by the criterion qualify for this criterion.

Compare

Object to

Person

Object’s attribute is compared with Assignment Skills of the candidates (employees or positions), Object is assigned to one candidates (employees or positions).

Compare to

Organization

Compares criteria values to skills of Organization candidates. Organization candidates that possess the skills required by the criterion qualify for this criterion.

Compare

Object to

Organization

Object’s attribute is compared with Assignment Skills of the organization candidates, Object is assigned to one organization candidates.

Inclusion Method:

Inclusion Method

Description

Include

Attribute value must match at least criteria value

Include All

Attribute value must match all criteria value

Include All Matching

All Attribute value must match matching criteria value

Exclude

Attribute value should exclude all criteria value

5. Enter the criteria value by creating new record.

Adding Candidates:

Goto Employee candidate

Add database users by creating new record.

Workload distribution:

Workload distribution is a special criteria type that balances the load between candidates. You create workload distribution by adding workload rules in the Assignment Workload view for employees and positions, or the Assignment Organization Workload view for organizations. Workload distribution is generally used with service assignments.

Goto Workload Distribution Rule view.

Create a new record

Name

Object To Be Assigned

AssignServiceRequest

Service Request

Provide the condition for workload

Condition Field

Comparison Operator

Value

Service Request Status

=

Open

Add this Workload distribution rule to Assignment Rule.

Goto Assignment Rule

Drilldown on Rule Name-> Goto Workload Distribution tab

Create a new record.

Select workload distribution rule

Give a value for Maximum Workload Eg. 100.

Give Score value if required.

Finally Goto Assignment Rule and press ‘Release’ button to make it available.

Running Assignment Manager (Batch Mode):

Goto Admin-Server Management-> Jobs

Create a new record with following details

Give the Component Name “Batch Assignment”

Make the job repeating by giving following details

Repeating

Y

Repeat Unit

Minutes

Repeat Interval

5

Enter the following job parameter.

Name

Value

Assignment Object Name

Service Request

Object Where Clause

where SR_STAT_ID = ‘Open’ AND OWNER_EMP_ID IS NULL

Submit the JOB.

Dynamic Candidate:

They are the potential assignee for assignment object. Similar to Static Candidate. These are the group of members for which Assignment Manager works.

Dynamic Candidate mainly works for ‘Compare Object to Person’. This of two types,

Single Owner Type: Only one candidate will be associated with Assignment Object.

Multiple Owner Type: Multiple Members Will be associated with Assignment Object.

For Configuring Dynamic Candidate, It is need to be configured from Tool side.

The advantage of Dynamic Candidate is to reduce the list of members for assignment.

Configuring Dynamic Candidate;

Login into Siebel Tools.

Query for “Service Request” in workflow policy.

Goto ‘Service Request’ Assignment Object.

Goto Dynamic Candidate, Configure this according to following data.

Compile ‘Service Request’ Workflow Policy.

This Team (Dynamic members) will be available in Person Candidate List.

Case Study of Assignment Manager:

Requirement –ƒ Service Request created under Account should be assigned to a candidate on the basis of following points:

Service Request Type(Type Of Service Request)

Employee Circle(SR circle and employee circle should be same)

Service Request Shift Details(SR Creation time should be within employee working hour)

Market Segment(Market Segment type of Account)

Service Request should assign to limited users.

Approach:-

We have a option of limited no of users, i.e. the value in Person candidate source should be “From Rule”

For Assignee filter we are using “All, Above Minimum” because we are not using scores.

We have added two employees in Employee Candidate.

We have Added Workload distribution rule, having maximum load 100.

We are Using “Compare to Object”, Because Criteria values are being compared with Object attribute.

Inclusion method is “Include” because only one value of object attribute is there to match with Assignment criteria value.

EBC

Steps to create EBC….

Log in to Tool

Goto File -> New Object (New Object Wizard)

Select ‘External Table Schema Import’

Enter The Following Details

Project

Any locked Project

Schema Source

If importing from DDL file then use ‘DDL/Analytics’, otherwise use ‘ODBC’

Character Group

Any three random digit

After giving these details press ‘Next’.

Select a data source which has ODBC entry.

Give the name of table owner. Eg. ‘STAGING’

Goto Next step.

Select the table you want to generate the schema of & goto next step.

Provide the run time data source. As mentioned in TNS entry.

Finish the wizard. This wizard will create external table schema.

To check this data source make following entries in cfg file.

In Data source section:

[DataSources]

UWUATDB = UWUATDB

Foe this Data source make following entries:

[UWUATDB]

Docked = FALSE

ConnectString = UWUATDB

TableOwner = STAGING

DSUsername = STAGING

DSPassword = STAGING

DLL = sscdo90.dll

SqlStyle = OracleCBO

Create a Business component based on this table and mentioned the Data Source name for the BC.