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Siebel HelpDesk Administrator Resources

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The following resources are available for the administrator responsible for setting up and configuring Siebel HelpDesk.

Administrator Activity Templates

Siebel HelpDesk agents often perform tasks that require multiple steps. As an administrator, you can create activity templates that provide the framework for agents to complete multistep tasks. The templates that you create can provide detailed steps or instructions for common issues. Siebel HelpDesk agents can follow the instructions or tasks within an activity template to resolve customer issues. For more information on setting up Activity Templates with associated activities, see Applications Administration Guide.

Automatic Creation of Attachments

When filling out a service request, Siebel HelpDesk users can describe each issue in a description field. When the number of characters in the description is greater than the configured number of characters (the default is 2,000 characters) Siebel HelpDesk automatically creates a text file attachment and stores the file to the Siebel file system. The Description field can map to any database column with a character maximum of any specified number, defined by the database table.

To modify this functionality, you use Siebel Tools to configure the Max Description Length user property of the Service Request (eService) business component and specify a value for the maximum number of characters for the auto file attachment creation. For detailed instructions on mapping business component fields to database fields other than the default ones, see Siebel Tools Reference.

Email Notification for Alerts and Email Response

Using Siebel Workflow, you can define business rules that automate your business processes and procedures. For example, you may want to send email notification to alert employees when the status their service requests have changed. For detailed information on setting up email notification, see Siebel eService Administration Guide.

For information on setting up Siebel eMail Response, see Siebel eMail Response Administration Guide.

Troubleshooting Processes and Siebel SmartScript

Siebel SmartScript allows users to perform self-directed question-and-answer sessions that simulate the experience of talking directly with an expert. The sessions can have a predefined process flow, or the flow can be designed to change dynamically according to the customer's response. The process flow can also populate the Siebel database with customer input, creating service requests and completing applications.

As an administrator, you can use Siebel SmartScripts and Siebel eService to create and administer these types of business processes. For more information, see Siebel eService Administration Guide. For creating troubleshooting guides and scripts for a help desk agent, see Siebel SmartScript Administration Guide.

Siebel Smart Answer and Siebel HelpDesk

Siebel Smart Answer uses linguistic analysis techniques and content analysis algorithms to perform natural language searches to retrieve solution data. The system has multichannel self-learning capabilities that allows it to adapt successful interactions over the Web, through email, or the Call Center.

If you plan on implementing Siebel Smart Answer, consider the following:

Siebel Smart Answer is recommended with Siebel HelpDesk when Siebel Smart Answer is already in use with Siebel eMail Response.
Siebel Smart Answer searches and displays solution records. The Knowledge Base used with Smart Answer should have solutions associated with available categories.
You can train the Knowledge Base using email messages and using FAQs converted into comma-separated value (CSV) files.
Check SupportWeb for recommendations on ways to refine accuracy for Siebel Smart Answer.

For information on set up and implementation of Siebel Smart Answer, see Siebel eMail Response Administration Guide.

Assignment Manager

For information on assigning service requests using Siebel Assignment Manager, see Siebel Assignment Manager Administration Guide.

Escalation and Notification

To use the escalation and notification engine, see Siebel Business Process Designer Administration Guide.

CTI Integration and CTI Connect

For more information on configuring and setting up the communications server for Siebel HelpDesk, see Siebel Communications Server Administration Guide.

For more information on configuring and setting up communication middleware, see Siebel Communications Server Administration Guide.

Universal Queue

For more information on universal queuing, see Siebel Universal Queuing Administration Guide.

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