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Siebel HelpDesk Administrator Resources

The following resources are available for the administrator responsible for setting up and configuring Siebel HelpDesk.

Siebel HelpDesk Entitlements

Siebel HelpDesk provides service entitlement verification of registered users in addition to the standard contact authentication at login. If entitlement verification is active when a user tries to create, update, or view a service request, the application verifies that the user is listed as a contact for a currently valid service entitlement. For more information on setting up service-level agreements, see Siebel Field Service Guide.

Asset Management and Allocation

Administrators can assign assets, such as laptops and RSA tokens, to each employee, add products, and then make the products available as assets, and track and store asset information. For more information, see Siebel Field Service Guide.

Siebel HelpDesk Employee Surveys

The Siebel HelpDesk Employee Satisfaction survey allows organizations to obtain employee feedback using a Web-based form linked to a service request. The employee completes the form, submits it, and the help desk analyzes the results and generates reports.

Siebel HelpDesk Customer Satisfaction Survey questions and labels can be modified using Siebel Tools. For more information on configuring control properties, see Configuring Siebel eBusiness Applications.

An administrator also can modify the list of selectable responses for each survey question. For instructions on modifying lists of values, see Applications Administration Guide.

HelpDesk Activity Templates

Siebel HelpDesk agents often perform tasks that require multiple steps. As an administrator, you can create activity templates that provide the framework for agents to complete multistep tasks. The templates that you create can provide detailed steps or instructions for common issues. HelpDesk agents can follow the instructions or tasks within an activity template to resolve customer issues. For more information on setting up Activity Templates with associated activities, see Applications Administration Guide.

Automatic Creation of Attachments

When completing a service request, HelpDesk users can describe each issue in a description field. When the number of characters in the description is greater than the configured number of characters (the default is 2,000 characters) Siebel HelpDesk automatically creates a text file attachment and stores the file to the Siebel file system. The Description field can map to any database column with a character maximum of any specified number, defined by the database table.

To modify this functionality, you use Siebel Tools to configure the Max Description Length user property of the Service Request business component and specify a value for the maximum number of characters for the auto file attachment creation. For detailed instructions on mapping business component fields to database fields other than the default ones, see Configuring Siebel eBusiness Applications.

Email Response

For information on setting up Siebel eMail Response, see Siebel eMail Response Administration Guide.

Troubleshooting Processes and Siebel SmartScript

Siebel SmartScript allows users to perform self-directed question-and-answer sessions that simulate the experience of talking directly with an expert. The sessions can have a predefined process flow, or the flow can be designed to change dynamically according to the customer's response. The process flow can also populate the Siebel database with customer input, to create service requests and complete applications.

As an administrator, you can use Siebel SmartScripts and Siebel eService to create and administer these types of business processes. For more information, see Siebel eService Administration Guide. For creating troubleshooting guides and scripts for a help desk agent, see Siebel SmartScript Administration Guide.

Siebel Smart Answer and Siebel HelpDesk

Siebel Smart Answer uses linguistic analysis techniques and content analysis algorithms to perform natural language searches to retrieve solution data. The system has multichannel self-learning capabilities that allows it to adapt successful interactions over the Web, through email, or the Call Center.

If you plan to implement Siebel Smart Answer, consider the following information during your planning process:

• Siebel Smart Answer is recommended for use with Siebel HelpDesk when Siebel Smart Answer is already in use with Siebel eMail Response.
• Siebel Smart Answer searches and displays solution records. The Knowledge Base used with Smart Answer should include solutions associated with available categories.
• You can train the Knowledge Base using email messages and using solutions converted into comma-separated value (CSV) files.
• Check My Oracle Support (http://support.oracle.com) for recommendations on ways to refine accuracy for Siebel Smart Answer.

For information on set up and implementation of Siebel Smart Answer, see Siebel eMail Response Administration Guide.

Assignment Manager

For information on automatically assigning service requests using Siebel Assignment Manager, see Siebel Assignment Manager Administration Guide.

Escalation and Notification

To use the escalation and notification engine, see Siebel Business Process Designer Administration Guide.

CTI Integration and CTI Connect

For more information on configuring and setting up the communications server for Siebel HelpDesk, and configuring and setting up communication middle ware see Siebel Communications Server Administration Guide.

Universal Queuing

For more information on universal queuing, see Siebel Universal Queuing Administration Guide.