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Siebel Email Response Administration Guide > Completing Basic Setup Tasks > Creating Templates, Catalogs, and Categories >

Creating a Catalog and Categories

If you are implementing Siebel Smart Answer, use the catalog and category setup instructions in the section about importing the knowledge base file in Siebel Smart Answer Administration Guide.

CAUTION:  If you use the following procedure to create a catalog and categories before you implement Smart Answer, make sure these catalog and category names match the catalog and category names in the Smart Answer KB file.

Setting Up a Catalog for Siebel Email Response

You must set up a catalog for Siebel Email Response so that agents can use templates and solutions in replies to customers.

To create a catalog for the Email Response - Process Message workflow

  1. From the application-level menu, choose Navigate > Site Map > Administration - Catalog.
  2. In the Catalogs list, click New.
  3. In the Name field, type the catalog name you want to use.

    NOTE:  Catalog names must be unique.

    The new catalog appears in the Catalogs list.

After creating the catalog, you must next set up categories for Siebel Email Response.

Setting Up Categories for Siebel Email Response

To set up categories for Siebel Email Response, perform the following tasks in the order in which they are presented:

Create Categories in a Catalog

When setting up categories, the first task to perform is creating categories in a catalog.

To create a category in a catalog

  1. From the application-level menu, choose Navigate > Site Map > Administration - Catalog.
  2. In the Catalogs list, click the catalog name.
  3. In the Categories list, click New.

    See the table at the end of this procedure for descriptions of category fields.

  4. In the Name field, type the name of a category you assigned to your templates and solutions during the planning process.
  5. In the Display Name field, type the category name as you want it to appear to the agents.
    Field Name
    Default Value
    Description

    Name

     

    Required. Name of the category. Choose a name that clearly describes what templates will be associated with the category.

    Display Name

     

    Required.

    Description

     

    Optional.

    Effective Start Date/Effective End Date

     

    The value of this field determines whether the category will be used.
Associating Templates with a Category

The next task you must perform is associating a template with a category.

NOTE:  A template can be associated with more than one category.

To associate a template with a category

  1. From the application-level menu, choose Navigate > Site Map > Administration - Catalog > Catalog Administration.
  2. In the Catalogs list, drill down on the Name field.
  3. Select the category with which you want to associate a template.
  4. In the Categories form, click the drop-down arrow to find the Response Template view.
  5. In the Response Templates list, click New.
  6. In the Add Templates dialog box, use the scroll bar to find and select one or more templates you want to associate with the category.

    NOTE:  Use the templates you matched with categories in Performing a Business Analysis for Your Siebel Email Response Deployment.

  7. Click OK.

    The Response Templates list shows the templates you selected to associate with the selected category.

    NOTE:  If you use Smart Answer, you can associate multiple templates with an auto-response email. The Order field in the Response Templates view tab allows you to specify the sequence in which templates appear in an auto-response email. After you select all the templates you wish to associate with a category, type a number that represents the sequence in which the template should appear.

Associating a Solution with a Category

The final task when setting up categories is associating a solution with a category.

To associate a solution with a category

  1. From the application-level menu, choose Navigate > Site Map > Administration - Catalog.
  2. In the Catalogs list, select the catalog name and drill down on the Name field.
  3. Select the category with which you want to associate a solution.
  4. In the Categories form, click the drop-down arrow to find the Solutions view tab.
  5. Click New.
  6. In the Add Solutions dialog box, use the scroll bar to find and select one or more solutions you want to associate with the category. For more information, see Performing a Business Analysis for Your Siebel Email Response Deployment.
  7. Click OK.

    The Solutions list shows the solutions you selected to associate with the selected category.

    NOTE:  If you use Smart Answer, you can associate multiple solutions with an auto-response email. The Sequence # field in the Solutions view tab allows you to specify the sequence in which solutions appear in an auto-response email. After you select all the solutions you wish to associate with a category, type a number that represents the sequence in which the solution should appear.

Repeat the three procedures in this section for each category you created during the planning process.

NOTE:  To delete a record from the list of associated templates or solutions, select the record, and click Delete.

    
Siebel Email Response Administration Guide