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

Adding Answers to Service Request Inquiries (End User)

After reviewing the answers in Oracle Knowledge that might apply to the service request inquiry, and after searching for additional answers in Oracle Knowledge, you might not find an answer to the service request inquiry. However, after investigating the service request inquiry, you might determine its answer yourself. In this situation, you add the answer to the service request inquiry.

An answer that you add to a service request appears in the Linked Answers pane of the Find Answers view. When you access the service request again, this answer appears in the Linked Answers view for the service request.

This task is a step in Process of Managing Answers.

To add an answer to a service request inquiry

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 Draft Content.
4. In the Create Siebel Channel form that appears, complete the following steps:
   1. Complete the applicable fields in the form.
   2. Click Submit.

      A link to the answer appears in the Linked Answers pane. You can drill down on this link to access the Siebel Channel.