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About Solutions


You can use Solutions and Templates objects as templates in Siebel Email Response. For information about determining when to use solutions, when to use templates, and how each compares to a free-form reply, see Solutions and Templates Decision Table.

Solutions appear to customers over the Web through Siebel eService and to employees through products such as Siebel Call Center. You use solutions for answers to questions that customer communications channels share. For information about creating and storing solutions, see Siebel Applications Administration Guide.

You might discover that you answer some questions in email and service requests many times. Storing responses to frequently asked questions enables you to reuse the answers without performing duplicate research.

Siebel Email Response uses solutions as a type of template that does not have substitution fields. Solutions contain information and instructions for customers that departments or channels share. When you maintain information in one place, maintenance is minimized and customers receive the most current information.

An agent can import solutions into the body of a Siebel Email Response reply when you associate the solutions with a category. An agent can use solutions when responding to telephone, email, and service requests.

NOTE:  If Siebel Email Response and Siebel eService share your solutions, and if your solutions contain URLs or other HTML tags, then enable HTML formatting for Siebel Email Response. You enable HTML formatting in the Outbound Communications view of the User Preferences screen. For more information about enabling HTML formatting for Siebel Email Response, see Siebel Applications Administration Guide.

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