- Enable the Knowledge Base Name parameter to enable the Smart Answer Manager server component.
You must enable the Smart Answer Manager server component before you can perform setup tasks. Make sure the Component State of Smart Answer Manager is set to
Online on the Server Administration screen. For instructions on setting up Smart Answer Siebel server, see Smart Answer Setup.
- Create a Smart Answer profile.
A Smart Answer profile is unique to each application of which it is a part. For example, Siebel Call Center and Siebel eService each have their own Smart Answer profile. For more information about how to create a profile, see Working with Smart Answer Profiles.
- Create a Smart Answer catalog and import the KB file.
Create a catalog file in the Administration - Catalog screen. Copy the KB file to the
/cms directory on your Siebel Server file system. Then you import the KB file into that catalog. For more information about how to import a KB file, 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 installation guide for the operating system you are using.
- Associate content items with categories.
For Siebel Email Response, you can only associate solutions and templates with categories. For Siebel Call Center and Siebel eService, you can associate solutions, literature, decision issues, and resolution items. For more information about how to associate content items with categories, see Administering and Maintaining Smart Answer.
- Modify categories, if you are using the auto response feature.
For more information about these topics, see Modifying a Category and Setting Up Auto Response.
- Set the logging level of the Smart Answer log file.
Change the logging level of the Smart Answer log file to record more detailed information in your Smart Answer log file. For more information about how to set the logging level, see Setting the Logging Level of the Smart Answer Log File.
- Set the KB write back interval.
Set the KB write back interval to specify after how many feedback messages the memory copy of the KB files is written to the file system. While the system writes the memory copy back to the file system, Smart Answer requests are queued until the write operation is complete. Consider carefully the frequency of writing the KB file from memory to the file system. For more information, see Setting Additional Server Component Parameters.
- (Siebel Email Response only) Add the Smart Answer input argument to the response group.
This allows you to make sure that your response group uses the appropriate KB for categorization. For more information, see Administering Response Groups.
- Expose Smart Answer in your application and in Search Center.
Use Siebel Tools to expose Smart Answer in Search Center, or to expose the Auto Response, or Feedback button in your applications. For more information, see Administering and Maintaining Smart Answer.
- (Optional) Configure master and slave server setup.
If you anticipate large volumes of requests to your knowledge base, you might want to consider a master and slave server setup to provide load balancing. For more information, see Using Master and Slave Server Setup Configuration.
- (Optional) Set additional Smart Answer server components parameters.
For more information, see Setting Additional Server Component Parameters.
- Maintain and administer Smart Answer.
For more information, see Administering and Maintaining Smart Answer.