Siebel Public Sector Guide > Managing Health Threats and Responses >

Searching for Information About Health Topics

Agents at call centers search for information to provide to callers using a knowledge base containing FAQs, documents, and information. When information is incomplete or missing, agents escalate a request for information to a public health specialist. Users create, approve, and release new content for agent use.

This task is a step in Process of Managing Public Health Cases.

To search for health information

1. From the toolbar at the top of any screen, click the Search icon (binoculars) to begin the search.
2. In the Search form, complete the following steps:
   1. In the Look In field, select Diseases.
   2. In the Name field, enter the name of the disease, and click Search.

      The search results appear in the Results list below the Search form.

   3. In the Results list, drill down on the Name field of the appropriate record.

      The disease record is selected in the All Diseases list.

   4. (Optional) Click the Search icon again to close the Search view.
3. In the All Diseases view, drill down on the Name field of the disease record.
4. (Optional) Click the appropriate view tab to access attachments, cases, medications, service requests, and training associated with the disease.
5. Click the FAQs view tab, and locate the appropriate item for the caller request in the list.
6. Open the FAQ by drilling down on the Name field.