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Setting Up Siebel eSearch for Siebel eService

Siebel eSearch allows users to search for knowledge items such as solutions to problems, resolution documents, product news, downloads, documentation, product literature, and general external documents. Users can locate information by using full-text searching. Organizations can build a flexible knowledge base consisting of both database records and files inside the Siebel eBusiness Application or in an external file system.

The same knowledge base is employed across various channels of communication. Call center agents use this knowledge base to answer customer queries over the phone or through email. In addition, by opening up the same knowledge base to Web customers, organizations can allow these customers to receive consistent answers without contacting the Call Center.

Search results are sorted by relevancy. Personalized visibility rules can be applied to each customer who has access to the data and files. For instructions on setting up user access on your Siebel eService site, see Security Guide for Siebel eBusiness Applications.

Siebel Advanced Search (a separately licensed module) makes searching more intuitive and effective. Siebel Advanced Search uses fuzzy logic to apply technologies like term proximity, word stemming, advanced thesaurus, term inflection, and automatic spell checking to enhance the ability of users to locate information in the knowledge base.

Siebel eSearch must be set up before any search can be conducted in Siebel eService. For more information, see Siebel Search Administration Guide.


 Siebel eService Administration Guide 
 Published: 22 May 2003