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Portal for Siebel Public Sector

Users logging into a Siebel Public Sector Web site find a portal that offers self-service, assisted service, FAQs and other resolution documents.

Figure 1 shows an example of an agency portal for Public Sector.

Figure 1. Sample Public Sector Portal

From the portal site, users have access to several useful tools:

• Search. Perform a full-text search for information throughout the Web site. Search results are ranked by relevancy and personalized visibility. For more information, see Siebel Fundamentals and Siebel Search Administration Guide.
• Ask a Question (Smart Answer). Perform natural language searches to retrieve knowledge base data. For more information, see Siebel Fundamentals, Siebel Search Administration Guide and Siebel Smart Answer Administration Guide.
• Top FAQs. Access the most requested Frequently Asked Questions and solutions.
• My Account (Service Request Management). Submit and track service requests and determine the status of cases. Users can attach documents to help communicate a service issue. A service agent can add solutions or documents relating to the problem. A workflow process can be activated to notify a user by email whenever an agent updates a service request.

  For more information about workflows see Activating Public Sector Workflows and the Siebel Business Process Framework: Workflow Guide. For more information about service requests and service email alerts, see the Siebel Field Service Guide.

• Self-Service. Browse the integrated, searchable knowledge base that consists of knowledge items such as solutions to problems, relevant news, resolution documents, downloads, literature, and general documents. Knowledge retrieval methods include full-text search, natural language search, database query, or navigation through the hierarchical knowledge categories.

  You can also:

  • Troubleshoot problems, using a variety of support and service tools to provide solutions.
  • View instructions and other documentation.
  • Access software updates, if applicable.
• Contact Us. Contact Customer Care representatives using email, postal mail, and fax, and locate a nearby government office.