Siebel Field Service Guide > Service Requests and Solutions > Process of Managing Answers >

Configuring the Find Answers View (End User)

You can configure the following options in the Find Answers view:

• Show Excerpts. Select this option to show excerpts for the answers in the Search Results list. For a more efficient review of search results, you can scan these excerpts instead of drilling down on the answer links to view the answers in the Oracle Knowledge Information Manager.
• Show Left Column. Select this option to show the Filter Search Results pane. You can click the links in this pane to further restrict the answers that appear in the Search Results list. The number in parentheses after a link indicates the total number documents associated with that link value in its associated category.
• Show Right Column. Select this option to show the My Recent Searches pane and the Search Feedback pane. You can click the links in the My Recent Searches pane to see the results of your recent searches in the Search Results list. You can click a star icon in the Search Feedback pane to comment about the usefulness of the answers that appear in the Search Results list.
• Autoshow Search Config. Select this option so that when you click in the Search field, the dialog box for configuring searches automatically appears. You do not have to click the Search Config button to see this dialog box.

This task is a step in Process of Managing Answers.

To configure the Find Answers view

1. Navigate to the Service screen, then the Service Request List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Find Answers view tab.

   The Search Results list shows the answers in Oracle Knowledge that might apply to the service request inquiry.

3. Click Preferences (the button with a cogged wheel).

   The options for the current configuration of the Find Answers view appear. An option with a check is currently configured, and an option with an X is not currently configured.

4. Click each option that is not configured to configure it, and click each option that is configured to delete its configuration.
5. Click Preferences again.

   The options for the current configuration of the Find Answers view no longer appear.