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Siebel Smart Answer Administration Guide
Introduction
How This Guide Is Organized
Additional Resources
Revision History
About Siebel Smart Answer
Smart Answer Manager
Knowledge Base (KB) Files
Training, Learning, and Feedback
Unicode Support
Supported Languages
Configuration and Implementation of Siebel Smart Answer
Prerequisites for Smart Answer Setup
Creating and Training Your KB
Setting Up Smart Answer Manager
Best Practices for Smart Answer Implementation
Setting Up Smart Answer for International Deployment
Working with Smart Answer Content Types
Working With Smart Answer Settings
Working With Smart Answer Profiles
Creating a Manual Search Profile (Call Center or eService)
Creating an Auto Search Profile (For Service Requests)
Creating an eMail Response Profile
Smart Answer Setup
Importing the Knowledge Base File
Setting the Logging Level of the Smart Answer Log File
Enabling Smart Answer Server Component
Administering Response Groups
Using Multiple KB Files
Using Master/Slave Server Setup Configuration
Administering and Maintaining Smart Answer
Setting Additional Server Component Parameters
Checking Server Component State
Modifying a Category
Creating Additional Categories
Associating Templates and Solutions with Categories
Creating Additional Fields for Analyzing Incoming Messages
Applying Rules
Setting Up Auto Response
Smart Answer KB Performance FAQ
