Siebel Smart Answer Administration Guide > Configuration and Implementation of Siebel Smart Answer > Smart Answer Setup >

Using Multiple KB Files

Each Siebel Server instance can have only one Smart Answer Manager. This requires that you have a Siebel Server for each KB file you want to add to your business system.

For example, using two KB files (KB1, KB2) would require two Siebel Servers (ServerA, ServerB), each pointing to its respective KB file. In addition, each Smart Answer Manager would also point to its respective KB. This example would also require two Response Groups (RG1, RG2) and two Smart Answer Profiles (P1, P2) to monitor each of the KBs.

NOTE:  Each Siebel Server should point to the same gateway server. This allows you to administer the servers from the same screen in the application (Server Administration > Enterprise Operations).

Use the following steps to configure Siebel Smart Answer to use multiple KB files:

  1. On the appropriate Siebel Server, create a new catalog and import the KB file you want to use.

    2. For example, on ServerA, create a new catalog and import the KB1 to this catalog. On ServerB, create a new catalog and import KB2 to this catalog.

  2. Create a new profile, one for each catalog or KB file you have.
  3. (For eMail Response only) Set up the response groups on the main Siebel Server.

    4. For example, start by setting up the response group on Server A.

    1. Create a response group for a KB file you created.
    2. Add an input argument in the response group called Catalog Name.
    3. In the value field, enter the name of the catalog you created in Step 1.
    4. Repeat Steps a-c for each KB file you created.
    5. Add another input argument called Smart Answer Profile with the name of the profile you created in Step 2.

      6. For example, on ServerA, create two response groups, RG1 and RG2. Add an input argument in each response group called Catalog Name and Smart Answer Profile. The RG1 Catalog Name value should contain KB1 and P1 and the RG2 Catalog Name value should contain KB2 and P2.

  4. Enable the Smart Answer Manager server component on each Siebel Server.

    5. For example, on ServerA, change the Knowledge Base Name parameter to the catalog name for KB1 on the Smart Answer Manager Component Parameters tab. On ServerB, change the Knowledge Base Name parameter to the catalog name for KB2 on the Smart Answer Manager Component Parameters tab.

  5. (for eMail Response only) On the main Siebel Server, create Communication Inbound Manager tasks for each response group.

    6. For example. on ServerA, create two Communications Inbound Manager tasks, one for RG1 and one for RG2, and start both tasks.

When you send a message to the profile monitored by RG1, the categories from KB1 will be used. Similarly, when you send a message to RG2, all categories will come from KB2.


 Siebel Smart Answer Administration Guide 
 Published: 23 June 2003