Setting Up the Assignment Searches

Use the Job page (RD_ASGN_JOB) to specify a holiday schedule for the worker.

This information helps to determine worker's availability.

Navigation:

Workforce > Search Worker > Job

See Worker - Job: Job Details Page.

See Understanding Holiday Schedules.

Use the Work Schedule page (RD_WORKER_SCHEDULE) to specify worker's workday information if it differs from the information that you define for the installation on the Calendar Option page.

This information helps to determine worker's availability.

Navigation:

Workforce > Search Worker > Work Schedule

See Worker - Work Schedule Page.

Use the Skills and Competencies page (RD_WORKER_CMP_PROF) to associate competency information with the worker.

This information is optional.

Navigation:

Workforce > Search Worker > Skills and Competencies

See Worker - Skills and Competencies Page.

See Understanding Competencies in PeopleSoft CRM.

Use the Assignment Criteria page (RD_WORKER_CRITERIA) to define assignment criteria for the worker.

This information is optional.

Navigation:

Workforce > Search Worker > Assignment Criteria

See Worker - Assignment Criteria Page.

See Defining Group Assignment Criteria and Competencies.

Use the Schedule page (RF_PROVGRP_TIME) to specify a holiday schedule and workday information for the provider group.

This information helps to determine provider group's availability.

Every worker who can be assigned to a case or a service order must be associated with an active provider group. Define provider groups using the Provider Groups component.

Navigation:

Workforce > Provider Groups > Schedule

See Defining Schedules for Provider Groups.

Use the Assign Group Criteria page (RF_PRV_GRP_CRIT) to define assignment criteria for the provider group.

The Region criterion is required when defining provider groups.

Navigation:

Workforce > Provider Groups > Assign Group Criteria

See Assign Group Criteria Page.

Use the Group Competencies page (RF_PRVGRP_COMP) to associate competency information with the provider group.

This information is optional.

Navigation:

Workforce > Provider Groups > Group Competencies

See Group Competencies Page.

Use the Service Details page (RF_SERVICE_ATTRIB) to associate competency information with the service.

This information is optional.

Navigation:

Set Up CRM > Product Related > FieldService > Services > Service Details

See Understanding the Service Data Model.

See Defining Services.

See Defining Activities.

Use the Problem Type page (RC_PROBTYPE) to associate competency information with the problem type.

Use problem types to associate competencies with products that a worker needs to resolve a problem with the product. This information is optional.

Navigation:

Set Up CRM > Product Related > Call Center > Problem Type > Problem Type

See Setting Up Basic Prompt Tables for Cases.

Use the Category/Type/Detail - Category page (RC_CTD_CATEGORY) to associate competency information with the category.

This information is optional.

Navigation:

Set Up CRM > Product Related > Call Center > Category/Type/Detail > Category

See Setting Up Basic Prompt Tables for Cases.

Use the Category/Type/Detail - Type page (RC_CTD_TYPE) to associate competency information with the type.

This information is optional.

Navigation:

Set Up CRM > Product Related > Call Center > Category/Type/Detail > Type

See Setting Up Basic Prompt Tables for Cases.

Use the Category/Type/Detail - Detail page (RC_CTD_DETAIL) to associate competency information with the detail.

This information is optional.

Navigation:

Set Up CRM > Product Related > Call Center > Category/Type/Detail > Detail

See Setting Up Basic Prompt Tables for Cases.

Use the Group Weighting Factors page (RF_ASSIGN_WGHT_PG) to establish the relative importance of assignment criteria matches for customer, location, product, product group, region, site, department, person type, role, and competency values on CTD, problem type, and service during assignment searches for provider groups.

Navigation:

Set Up CRM > Common Definitions > Codes and Auto Numbering > Assignment Weighting Factors > Group Weighting Factors

This example illustrates the fields and controls on the Group Weighting Factors page.

Select the relative importance of a provider group's assignment criteria matches for competency on CTD (support and help desk cases), problem type (support and help desk cases), service (service orders), customers (service orders and support cases), department (help desk cases), locations (help desk cases), person type (help desk cases), products (all), product groups (all), regions (service orders and support cases), roles (change management only), and sites (service orders and support cases).

Use the Member Weighting Factors page (RF_ASSIGNMENT_WGHT) to establish the relative importance of assignment criteria matches for customer, location, product, product group, region, site, department, person type, role, and competency values on CTD, problem type, and service during assignment searches for provider group members.

Navigation:

Set Up CRM > Common Definitions > Codes and Auto Numbering > Assignment Weighting Factors > Member Weighting Factors

This example illustrates the fields and controls on the Member Weighting Factors page.

Select the relative importance of a of a group member's assignment criteria matches for competency on CTD (support and help desk cases), problem type (support and help desk cases), service (service orders), customers (service orders and support cases), department (help desk cases), locations (help desk cases), person type (help desk cases), products (all), product groups (all), regions (service orders and support cases), roles (change management), and sites (service orders and support cases).

Use the Assignment Setup page (RF_PRD_RATE_MDL) to specify the rating model that is used to define proficiency levels for product competencies and configure search results.

Navigation:

Set Up CRM > Common Definitions > Codes and Auto Numbering > Assignment Weighting Factors > Assignment Setup

This example illustrates the fields and controls on the Assignment Setup page.