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Automated Desktop Support Installation

For Automated Desktop Support installation instructions, see the Siebel Automated Solutions Installation Guide (Siebel Automated Solutions Installation.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Context Response

ContextResponse Technology gathers, analyzes, and responds to information to personalize and automate the support process. Its direct interaction with the user and the system results in a support experience tailored to the user's environment and support needs. ContextResponse Technology builds on several other technologies, including DNA, SmartIssue, SupportTriggers, Context Profiles, and the SmartResult System.

DNA Technology provides each user with a personalized knowledge base of support solutions. The characteristics of each user's software applications and operating system components are identified and tracked over time. ContextResponse Technology uses this information to provide a personalized diagnosis and repair by analyzing the results of diagnostics and comparing the user's current system configuration to a previous working configuration.

SmartIssues Technology automatically gathers information that otherwise requires an interaction between the user and the support professional. For example, instead of asking the user to identify system information, ContextResponse Technology automatically gathers this data and electronically relays the information to the support professional.

SupportTriggers provide information about the user's application when a support request is initiated. ContextResponse Technology uses this information to return a relevant solution from a custom Web page.

Context Profiles make a customizable subset of SmartIssue information available to match to Profile Scripts. Only SupportActions matching the Context Profile are returned as Personalized Solutions in the User Center.

The SmartResult System combines SmartIssue information with statistical-based solution retrieval technology to guide users to solutions. Its natural language query provides users with answers that are based on the specific context of their problem without significant tuning and data structuring by the support organization on the front end.

For more information on Context Response, see Context Response (Context_rsp.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Process Command-Line Parameters

For more information on the command-line parameters, see Process Command-Line Parameters (Cmdline.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Launch Control Parameters

The launch control for Support.com WIN32 components is cont.exe. This program determines which component is executed. Specifying optional parameters also controls some features of the component.

For more information on the Launch Control parameters, see Launch Control Parameters (Lcp.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Automated Desktop Support and Support Triggers

There are several benefits of using the Siebel Automated Desktop Support Suite to generate SupportTriggers.

For more information on the Support Triggers, see SupportTriggers (SupportTriggers.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Automated Desktop Support Repair for Windows NT and 2000

TgSrvc is Siebel Automated Desktop Support Repair Service for Microsoft Windows NT and 2000 systems. TgSrvc is a service for the Support.com Resolution Suite and is associated with other Siebel Automated Desktop Support application modules, including the ActionRunner and the SmartIssue Control.

In a locked-down environment, using Siebel Automated Desktop Support software to repair registry and application files can be difficult because of user permissions. A user can have permissions on a personal network share, but not on the local system. In this example the user can only modify files in the c:\WINNT\Temp folder. Even though the user cannot modify local files or registry settings, these files and settings can be corrupted through an automatic software deployment job or application use. As a result, these files and settings, as well as those on the user's network share must be repaired. One solution to repair the files is to run a file service, TgSrvc, to change or restore locked-down local files and registry values.

NOTE:  TgSrvc cannot be used to replace or repair registry keys larger than 4,096 bytes.

For more information on the TGSrvc, see TGSrvc - Repair Service (TGSRVC.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.


 Siebel Employee Relationship Management Administration Guide 
 Published: 18 April 2003