Siebel Smart Answer Administration Guide > About Siebel Smart Answer > Smart Answer Manager >

Knowledge Base (KB) Files

A KB file stores information accumulated during training and ongoing learning, allowing Smart Answer Manager to accurately categorize similar incoming requests and queries that are received and processed. A flat KB file contains one level of categories and is easier to create and maintain than a hierarchical KB file. A hierarchical KB file uses a hierarchy of categories. Multiple levels of categories may be beneficial when similar concepts appear in more than one category. By grouping categories under a branch, it is easier to locate a specific template associated with it.


 Siebel Smart Answer Administration Guide 
 Published: 23 June 2003