Bookshelf v7.5: Setting Up Smart Answer Manager

Setting Up Smart Answer Manager

Smart Answer Manager is a server component on Siebel Server. Each instance of Siebel Server can run only one instance of the Smart Answer Manager server component. You must enable Smart Answer Manager before you can perform setup tasks. You then import the KB file and its categories into a catalog file, set up input arguments, create templates and solutions (if you are using eMail Response), and associate templates and solutions with categories. For instructions, see Best Practices for Smart Answer Implementation.

If you want to use the Auto Response feature of Smart Answer, you must make a few changes to some of your categories. See Setting Up Auto Response for more information.

The KB file is imported into a catalog in the Catalog Administration screen. The catalog name must be the same value in the following three places:

The catalog name in the Catalog Administration screen.

The Knowledge Base Name in the Smart Answer Manager server component parameter.

Catalog Name in Smart Answer Profile must match the KB catalog on the Smart Answer Manager Server component and the KB catalog name on the appropriate response group.

(For eMail Response only) The Smart Answer Catalog process property in the eMail Response - Process Message workflow. This process property value defaults to KB. To override this value with the name of your catalog, you assign the name of your catalog to the response group's Catalog Name input argument.

NOTE: By default, the Response Group monitors the catalog titled KB. As a result, a Catalog Name input argument is not required as long as you enter KB as the name of your catalog and as the knowledge base name parameter in the Smart Answer Manager server component.

For the following reasons, you must run one instance of Siebel Server and create one response group for each KB catalog. For eMail Response, create one response group for each KB catalog.

Each Siebel Server instance can have only one Smart Answer Manager.

There is a one-to-one association between each KB catalog and one Siebel Server. If you have multiple KB files located on different Siebel Servers, each KB file must have a unique name.

If you only have one Siebel Server, then you can have only one KB file. The KB catalog name can be KB because all your response groups will monitor this catalog. To monitor multiple KB files, you must set up multiple KB files on multiple servers. For information on setting up multiple KB files, see Using Multiple KB Files.

Each response group can monitor only one KB catalog.

Because a response group can monitor only one KB file, you must assign the same KB name to one response group and one instance of Siebel Server.

(eMail Response only) The KB catalog name on the Smart Answer server component must match the KB catalog name on the appropriate response group.

The eMail Response - Process Message workflow can send the Body, Subject, and Sender fields of the email message to the categorization engine for analysis. You can also send one additional field using the Text label to specify the field name you want to send. In Banter Workbench, you associated NLP options with all three of these fields. In the eMail Response - Process Message workflow, you must add the input arguments for the fields you want the categorization engine to analyze. Body and Subject are default input arguments. If you want the categorization engine to analyze the Sender field, you must add the input argument for the Sender field. For more information on adding input arguments, see Creating Additional Fields for Analyzing Incoming Messages.