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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
Click for full size image

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.
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