Siebel Smart Answer Administration Guide > Configuration and Implementation of Siebel Smart Answer > Smart Answer Setup >

Using Multiple KB Files

Each instance of a Siebel Server can have only one Smart Answer Manager. You must have a Siebel Server for each KB file that you want to add to your business system.

Example of Using Multiple KB Files

You have two KB files, KB1 and KB2. The KB files require two Siebel Servers, ServerA and ServerB. Each server must point to the appropriate KB file. Each Smart Answer Manager must also point to the appropriate KB.

NOTE:  Each Siebel Server must point to the same gateway server. This allows you to administer the servers from the same screen in the application (Server Administration > Enterprise Operations).

To configure Oracle's Siebel Smart Answer to use multiple KB files, perform the following steps:

1. On the appropriate Siebel Server, create a new catalog and import the KB file that you want to use.

   For example, on ServerA, create a new catalog and import KB1 to this catalog. On ServerB, create a new catalog and import KB2 to this catalog.

2. Create a new profile, one for each catalog or KB file.
3. (Siebel Email Response only) Set up the response groups on the main Siebel Server, as follows:
   1. Create a response group for a KB file you created.
   2. Add an input argument in the response group called Catalog Name.
   3. In the value field, enter the name of the catalog you created in Step 1.
   4. Repeat Steps a-c for each KB file you created.
   5. Add another input argument called Smart Answer Profile with the name of the profile you created in Step 2.

      For example, on ServerA, create two response groups, RG1 and RG2. Also create two Smart Answer Profiles, P1 and P2, to monitor each of the KBs. Add two input arguments to each response group, with the values as shown in the following table:

      Input Argument	Catalog Name	Smart Answer Profile
      RG1	KB1	P1
      RG2	KB2	P2

4. Enable the Smart Answer Manager server component on each Siebel Server.

   For example, in the Smart Answer Manager Component Parameters tab, enter the details as shown in the following table:

   Server	Knowledge Base Name Parameter
   ServerA	Catalog name for KB1
   ServerB	Catalog name for KB2

5. (Siebel Email Response only) On the main Siebel Server, create Communication Inbound Manager tasks for each response group.

   For example, on ServerA create two Communications Inbound Manager tasks, one for RG1 and one for RG2, and start both tasks.

When you send a message to the profile monitored by RG1, the categories from KB1 are used. Similarly, when you send a message to RG2, the categories from KB2 are used.