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Adding a Solution to Email

After the CSR resolves the customer's inquiry, the CSR adds the solution to the email using the Search Center.

NOTE:  This procedure assumes that your Siebel administrator has set up the Search Center to support searches that examine solutions.

To add a solution using the Search Center

  1. Follow Step 1 through Step 8 of To reply to an inbound eMail Response message.
  2. Click the Search Center button.
  3. In the Look In drop-down list, select Solutions.
  4. In the Search Center form, complete the necessary fields, and then click Search.
  5. Select the solution, and then click Preview to inspect the solution.
  6. Close the preview window and then click Attach.

    7. The solution is attached to the body of the email reply, immediately above the copy of the incoming message.

  7. When you are ready to send the message, click Send.

    8. NOTE:  Templates and solutions can be chosen for eMail Response replies either from the Outgoing Messages Form, or from the Search Center, provided that the Outgoing Messages Form is the active window when the Search Center is used. If Search Center is used, more solution and template choices may be available than from the Outgoing Messages form. For a given template choice, either method of choosing the template produces the same results. For a given solution choice, using the Search Center causes the solution to be attached to the eMail Response reply, and using the Outgoing Messages form causes the solution to be copied into the body of the eMail Response reply.


 Siebel Call Center User Guide 
 Published: 18 April 2003