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Setting Up Siebel Smart Answer for Siebel eService

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, so it learns from successful interactions through the Web, email, or the Call Center.

If you plan on using Smart Answer, you should consider the following:

• Smart Answer searches and displays any type of Siebel knowledge base content such as solutions, literature, and resolution document records. The knowledge base used with Smart Answer should have all the appropriate types of knowledge base records associated with the available categories.
• Training of the Knowledge Base can be done using existing email messages and using FAQs converted into a CSV file.
• Be sure to check SupportWeb for other recommendations to refine accuracy for Siebel Smart Answer.

For information on implementing Siebel Smart Answer, see Siebel Smart Answer Administration Guide.