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Siebel Smart Answer Administration Guide > Configuration and Implementation of Siebel Smart Answer > Administering and Maintaining Smart Answer > Applying RulesRules in Smart Answer allow you to override the NLP matching of Smart Answer and force a category upon an email based on a rule or criteria you have set up. This process is analogous to keyword-based routing to a category. If there are certain requests or emails that should always hit a certain category based on text that is in the request, or email, you may want to set a rule rather than have Smart Answer use NLP to suggest a category. An example of a rule could be where you want an email to result in a particular category if the subject contains or equals (meaning no other words except these) a certain word or phrase.
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Siebel Smart Answer Administration Guide |