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Feedback

Feedback is processed when Smart Answer Manager receives text together with its correct classification. For Siebel Email Response, this process can be as simple as a customer service representative who answers a customer inquiry by manually selecting a different category than the one that was suggested by Smart Answer. When the customer service representative clicks Send on the Communication Detail - Response view, Smart Answer Manager immediately modifies the concept models to reflect this new information.

In Siebel eService, for example, the KB receives feedback when the agent clicks the Yes button in response to the "Does this answer your question" or "Was this selection helpful" questions.