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

Setting Up Smart Answer Manager

Smart Answer Manager is a server component on Siebel Server. Each instance of Siebel Server can run only one instance of the Smart Answer Manager server component.

You must enable Smart Answer Manager before you can perform setup tasks. You then import the KB file and its categories into a catalog file, set up input arguments, create templates and solutions (if you are using Siebel Email Response), and associate templates and solutions with categories. For information about how to set up Smart Answer, see Guidelines for Smart Answer Implementation.

If you want to use the auto response feature of Smart Answer, you must make changes to some of your categories. For information about how to set up the auto response feature, see Setting Up Auto Response.

You import the KB file into a catalog in the Administration - Catalog screen. The catalog name must be the same value in the following places:

• Name field for the catalog in the Administration - Catalog screen.
• Knowledge Base Name parameter in the Smart Answer Manager server component.
• Catalog Name field in the Administration - Smart Answer screen > Smart Answer Profiles view must match the following:
  • Knowledge Base Name parameter in the Smart Answer Manager component in the Administration - Server Configuration screen > Servers list > Components view.
  • The Catalog Name input argument on the appropriate response group.
• (Siebel Email Response only) The Smart Answer Catalog process property in the Siebel Email Response - Process Message workflow. The value of this process property value is KB by default. To override this value with the name of your catalog, you assign the name of your catalog to the Catalog Name input argument of the response group.

  NOTE:  By default, the Response Group monitors the catalog titled KB. As a result, a Catalog Name input argument is not required as long as you enter KB as the name of your catalog and as the knowledge base name parameter in the Smart Answer Manager server component.