Siebel Field Service Guide > Service Requests and Solutions >

About Answers

Sometimes customer service representatives must answer a customer inquiry to resolve a problem that is associated with a service request. Oracle Knowledge includes a database of information that customer service representatives can use to find answers to customer inquiries. Oracle Knowledge uses a patented Intelligent Search technology to search unstructured content, structured data sources, and transactional business applications in parallel. The Oracle Knowledge technology can automatically incorporate customer context and call context in the search for answers to customer inquiries.

To use Oracle Knowledge functionality in Siebel Field Service, you must integrate Oracle Knowledge with Siebel Field Service. For information about completing this integration, see Oracle Knowledge iConnect for Siebel Contact Center Integration Guide on the Oracle Knowledge bookshelf on Oracle Technology Network.

The user interface for Oracle Knowledge is embedded within Siebel Field Service and is designed to maximize the productivity of customer service representatives and to improve call-resolution rates. The answers are more than just links to source content. They also include relevant excerpts that have a high probability of answering the inquiry.

The user interface for Oracle Knowledge significantly streamlines the call wrap-up process by automatically providing embedded links to associate the right enterprise knowledge with each resolution task for a service request.