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Siebel Smart Answer Administration Guide > Configuration and Implementation of Siebel Smart Answer > Administering and Maintaining Smart Answer >

Associating Templates and Solutions with Categories

To create a template, see Siebel eMail Response Administration Guide. For information about creating and storing solutions, see Siebel Communications Server Administration Guide.

To associate solutions or response templates with categories

  1. Navigate to Site Map > Catalog Administration, and select a catalog.
  2. Locate your catalog name, then click the catalog name link.

    The Categories screen appears.

  3. Click either the Solutions view tab, or the Response Templates view tab.
  4. Click New to add solutions or response templates.

    NOTE:  Solutions and templates must have been previously created to be added to categories.

Creating Additional Fields for Analyzing Incoming Messages

To add an additional field for Smart Answer to send to the Categorization engine for categorization use the following procedures.

To add an additional field to analyze content in an incoming message

  1. Navigate to Site Map > Smart Answer Administration > Smart Answer Profiles and select the eMail Response Profile.

    Make sure Business Component and Business Object names are "Mail Agent Activity."

  2. Click the Settings view tab, click New, then select the setting you want you use from the Add Setting Picklist, and click OK.
  3. Click the Profile Fields view tab, then click New.
    1. Click the picklist icon in the Input Field Name field.

      The Pick Field picklist appears displaying all business component fields that are available with the Mail Agent Activity business object.

      NOTE:  The Input Field name must link with the field in your workflow name, as listed in table contained in the procedure To add an additional field to workflow process. Note the input field name will not contain the prefix Eventfields.

    2. Choose a business component field from the picklist, click OK, then choose a setting, and step off the record to save it.

To add an additional field to workflow process

  1. Navigate to Site Map > Business Process Administration > Processes, and query for "eMail Response-Analyze Message--Inactive" workflow, then click Revise.
  2. Add the process property to the eMail Response - Analyze Message workflow process:
    1. Click the Process Properties view tab, and in the Process Properties list, click the menu button and choose New Record.
    2. In the Name field, type the name of the input argument.

      For example, in the name field type, MsgSenderAddress. For a list of property names, see table contained in the procedure To add an additional field to workflow process.

    3. In the Data Type field, select String.
  3. Add an input argument:
    1. Click the Process Designer view tab.
    2. Double-click on the Categorize Message business service.

      The Business Service view appears.

    3. In the Input Arguments list, click the menu button and choose New Record.

      A new record appears in the Input Arguments list.

    4. Use the table below to determine the input argument that corresponds to the name of the input argument you created previously in this procedure. In the Input Argument field, select the appropriate input argument.

      NOTE:  If the input argument you want does not appear, type the input argument name and click OK.

    5. In the Type field, select Process Property.
    6. In the Property Name field, select the appropriate property name. The name you select should match the input argument created in previously in this procedure.

      See the following table for the input arguments used to analyze incoming messages.

      Default Input Argument
      Property Name
      Description

      EventFields.Email Body

      MsgBody

      Default. Contains the content of the body area of the incoming email message.

      EventFields.Email Normalized Subject

      MsgSubject

      Default. Contains the content of the Subject field of the incoming email message.

      EventFields.Email Sender

      MsgSenderAddress

      Optional. Contains the email address of the sender of the incoming email.

      Field name you chose in (step #) with EventField.(field name you chose in (step #).

      From the list of all process properties that have been parsed from the email, choose the property to send to the categorization engine.

      These properties appear in the Process Property tab of the eMail Response - Process Message workflow, and typically begin with the letters Msg.

      Optional. Contains the value of the selected property.

      When added to a workflow, the Text input argument does not appear in the list of fields. To use the input argument, type Text in the Input Argument field.
  4. In the Workflow Processes list, select eMail Response - Process Message and click Revise.

    NOTE:  To select a workflow process, click anywhere on the record except on the name of the workflow. If you click on the workflow name, the Process Designer view appears.

  5. Create the input argument record:
    1. Click the Process Designer view tab or click the workflow name, and then double-click the Analyze Message subprocess.
    2. In the Input Arguments list, click the menu button and choose New Record.

      A new record appears in the Input Arguments list.

    3. In the Input Argument field, select the input argument you want to add and click OK.

      NOTE:  The input argument you add will be used by the Categorize message step of the eMail Response - Analyze message workflow.

      For example, to send the address of the message sender to the categorization engine, select MsgSenderAddress in the Sub Process Input field.

    4. In the Type field, select Process Property.
    5. In the Property Name choose the appropriate property for the argument.
    6. Click Return To Designer.
    7. In the Workflow list click Activate.
Applying Rules

Rules in Smart Answer allow you to override the NLP matching of Smart Answer and force a category upon an email based on a rule or criteria you have set up. This process is analogous to keyword-based routing to a category. If there are certain requests or emails that should always hit a certain category based on text that is in the request, or email, you may want to set a rule rather than have Smart Answer use NLP to suggest a category.

An example of a rule could be where you want an email to result in a particular category if the subject contains or equals (meaning no other words except these) a certain word or phrase.

  1. Determine what category you want to apply the rule to, then open the KB file in Workbench's KB Editor.
  2. Select the category you want to apply the rule to, right-click the category, and choose Properties.
  3. Click the Apply Rules check box and then apply the rule you want.

    You can set a rule on any NVP (Name Value Pair) that your Siebel application receives and sends to Smart Answer for processing. The seed data on which rules can be based are listed in Smart Answer settings for the SA Email Response Profile. These settings include, by default, Subject and Message.

    For example, if in Workbench's KB Editor, you set a rule on an NVP value of Sender or From Address, you would need to make sure to add a setting of EmailSender to the SA Email Response Profile.

    For more information on Applying Rules, see the Banter Workbench User's Guide on Siebel eBusiness Third-Party Bookshelf.

Setting Up Auto Response

Auto Response is a feature that sends an automatic response to a customer based on the NLP analysis of an incoming email. The response that is sent to the customer contains a default solution or template, and can contain a greeting or closing template and be in plain text or HTML as well. For the default greeting or closing and HTML/plain text settings, the Auto Response feature uses the Input Argument of the Response Group. However, this Application Name can be configured as noted below.

If you choose to use the automatic response feature, you must add a threshold value to the appropriate categories. A threshold is a value of 0-99 (an integer value) that represents the confidence level that must be reached before an automatic response will be sent. For example, if you want an automatic response to be sent to a customer when a category associated with the incoming email has a confidence level of 90% or greater, you set the Auto Response threshold to 90. When a category associated with an incoming email receives a confidence level of 90% or greater, an Auto Response message is sent.

To set up response templates for Auto Response

  1. Navigate to Site Map > Communications Administration > All Response Groups.
  2. Select a Response Group, then click the Input Arguments tab.
  3. Add a new record, then enter the following values:
    • Name: EmailFormat
    • Value: HTML/Plain Text (for HTML) or Plain Text for (Plain Text).

      If you do not specify EmailFormat, the default format is Plain Text.

To add an Auto Response threshold to a category

  1. Navigate to Site Map > Catalog Administration.
  2. In the Catalogs list, click the catalog name.
  3. In the Categories list, select the category you wish to change.

    NOTE:  If you have a hierarchical KB, some categories will have subcategories.

  4. In the Response Threshold field, type the value that represents the Auto Response threshold.

To set up default templates and solutions for Auto Response

  1. Set the default template or solution that will be sent when the threshold is met or exceeded.
  2. Click Solutions or Response Templates and add a solution or template. For more information, see Associating Templates and Solutions with Categories.
  3. After you add the solution or template, click the default checkbox.

    This indicates that when a threshold is met or exceeded, the template or solution will be sent by Auto Response.

    NOTE:  There is also a field for Order number in Response Templates and Sequence number in Solutions. You can specify both default solutions and templates to be sent by Auto Response, and they can be ordered in the outgoing Auto Response email according to the values you put in these fields. The values are integer values from 1-99, with a default of 0 if no value is indicated.

    Also, if multiple default solutions or templates are specified for a category, the sequence displayed in the Auto Response will be as follows:

    • Ordered default Templates
    • Non-ordered default Template (where no number was specified)
    • Sequenced default Solutions
    • Non-sequenced default solutions (where no number is specified)
    
Siebel Smart Answer Administration Guide