Siebel HelpDesk allows employees to submit and track service requests through the organization's intranet, and solve problems without assistance by providing access to frequently asked questions and solutions in a Knowledge database.

This chapter describes setting up and using some Siebel HelpDesk features, and resources that administrators can use to set up other features. It includes the following topics:

• Siebel HelpDesk and Support Organizations
• Siebel Employee Service and ITIL Best Practices
• Scenario for Siebel HelpDesk
• Process of Setting Up Siebel HelpDesk
• Setting Up Siebel HelpDesk Responsibilities
• Siebel Knowledge Base Setup for HelpDesk
• Working with the HelpDesk Solutions Database