- Create a Smart Answer Profile.
A Smart Answer profile is unique to each application of which it is a part—for instance, Call Center or eService would each have its own profile. For more information on creating a profile, see Working with Smart Answer Profiles.
- Create a Smart Answer Catalog and import the Knowledge Base file.
You create a catalog file in the catalog administration screen, copy the KB file to the /cms directory on your Siebel Server file system, then import the knowledge base file into that catalog. For more information see, Importing the Knowledge Base File.
NOTE: A sample KB file is installed automatically when the Siebel Database Server is installed. Use this sample KB file to practice importing a KB file and installing and using Smart Answer before you configure your production KB file. For information about how to install the sample KB file, see the section about populating the Siebel File System in the Siebel Server Installation Guide for the operating system you are using.
- Associate Content Items with Categories.
For eMail Response, you can only associate solutions and templates with categories. For Call Center/eService, you can associate Solutions, Literature, Decision Issues and Resolution Items. For more information, see Administering and Maintaining Smart Answer.
- Modify categories, if you are using the Auto Response feature.
For more information, see Modifying a Category and Setting Up Auto Response.
- Set the logging level of the Smart Answer log file.
Changing the logging level of the Smart Answer log file allows you to record more descriptions in your Smart Answer log file. For more information, see Setting the Logging Level of the Smart Answer Log File.
- Enable Smart Answer Manager server component by enabling the Knowledge Base Name Parameter.
You must enable the Smart Answer Manager server component before you can perform setup tasks. Make sure Smart Answer Manager's Component State is set to
Online on the Server Administration screen. For instructions on setting up Smart Answer Siebel server, see Smart Answer Setup.
- Set the KB Write Back Interval.
Setting the KB write back interval allows you to determine after how many feedback messages the memory copy of the KB files gets written to the file system. While the memory copy is written back to the file system, Smart Answer requests are queued until writing is complete. Thus, careful consideration should be given to frequency of writing the KB file from memory to the file system. For more information, see Setting Additional Server Component Parameters.
- (for eMail Response only) Add the Smart Answer input argument to the Response Group.
Adding the Smart Answer input argument to the Response Group allows you to make sure your response group will use the appropriate KB for categorization. For more information, see Administering Response Groups.
- Use Siebel Tools to expose Smart Answer in your application and in Search Center.
To expose Smart Answer in Search Center or expose the Auto Response, or Feedback button in your applications, you need to use Siebel Tools. For more information, see Administering and Maintaining Smart Answer.
- Optional: Configure Master/Slave Server Setup.
If you will have large volumes of incoming requests of your knowledge base, you may want to consider a master/slave server setup to provide load balancing. For more information, see Using Master/Slave Server Setup Configuration.
- Optional: Set Additional Smart Answer Server Components Parameters.
You may need to set additional server component parameters. For more information, see Setting Additional Server Component Parameters.
- Maintain and Administer Smart Answer.
For more information, see Administering and Maintaining Smart Answer.