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Siebel Employee Relationship Management Administration Guide > Setting Up Siebel HelpDesk >

Creating Siebel HelpDesk FAQs for Solutions Database

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The Siebel HelpDesk application is built on a collection of problem resolution histories. This database includes a single repository for trouble tickets and resolutions logged throughout the organization. Employees can search the database and retrieve solutions to common problems without having to wait for help desk personnel to become available.

This section describes the procedures used to create and categorize frequently asked questions (FAQs). For more information on catalog and category administration, see Siebel eSales Administration Guide.

Creating FAQs

To publish FAQs (Siebel Solutions records), you must first create the FAQs and then categorize them in the appropriate Siebel ERM catalogs. After they are categorized, the FAQs appear in the appropriate views. To restrict user access to specific categories, you can apply access control to the categorized FAQs.

To create FAQs

From the application-level menu, choose View > Site Map > Solutions Administration > Solutions.
In the Solutions list, add a new record and complete the fields.

The following table describes the fields in the solution record.

Fields	Comments
Description	Enter the FAQ answer that you want to appear to Siebel HelpDesk users.
FAQ	Enter the FAQ question that you want to appear to Siebel HelpDesk users.
Name	Specify the name of the FAQ. The title name does not appear to Siebel HelpDesk users, it is the name used to save the record to the Siebel file system.
Status	Select the status of the FAQ.
Type	Select Solution to indicate the record as an FAQ solution record.

After the FAQ record is created, you must associate the record with the appropriate category. For more information on categorizing an FAQ, see Categorizing FAQs..

Categorizing FAQs

You can use the Catalog Administration view to associate existing FAQs with a category. To display FAQs in the General FAQs list in Siebel HelpDesk, the FAQs must be categorized in the catalog called ERM Catalog. To display FAQs in the Top FAQs list in Siebel HelpDesk, the FAQs must be categorized in the catalog called ERM Top Solutions and the category called ERM Top Solutions.

For more information on creating an FAQ, see Creating FAQs.

To add FAQs to a Siebel ERM Category

From the application-level menu, choose View > Site Map > Catalog Administration > Catalog Administration.
In the Catalog list, query to find ERM Catalog.
Click the catalog name hyperlink.
From the Categories list, select the category to which the FAQ will be added.
Click the Solutions view tab, and in the Solutions list, add a new record.
In the Add Solutions dialog box select the FAQ you want to add to the category, and then click OK.

The selected FAQ is associated with the selected category.

Creating a Resolution

A resolution is a content item, typically a text document or product literature item, that includes information that is relevant to solving a specific service request. To make a resolution available to Siebel HelpDesk users, you must perform the following tasks:

Add the desired content to the literature catalog. You can specify a path, browse for a file, or link to the file through a URL.
Provide a name for the resolution item.
Specify the type of the resolution item that has been added.
Optionally, associate the resolution item with a catalog category.
Associate the literature that has been added to the catalog to one or more catalog categories.

For more information on catalog and category administration, see Siebel eSales Administration Guide.

To add a resolution item to the Siebel HelpDesk

From the application-level menu, choose View > Site Map > Resolutions Document Administration > Resolutions Document Administration.
From the Resolutions Documents list, add a new record and complete the fields.

The following table describes some of the fields in the resolution document record.

Fields	Comments
Type	The resolution type.
Description	A brief description about the resolution item. The description can be seen by Siebel HelpDesk users.
File Name	The resolution item you want to add.
Name	The name of the resolution item. The name is visible to Siebel HelpDesk users.

Categorizing a Resolution

You can use the Catalog Administration view to associate existing resolutions with a category. For more information on creating an resolution, see Creating a Resolution.

To add a resolution to a category

From the application-level menu, choose View > Site Map > Catalog Administration.
In the Catalogs list, query to find ERM Catalog or the ERM Top Solutions.
Drill down on the hyperlink in the catalog Name field.
In the Categories list, select the category with which you want to associate the resolution.
Click the Resolution Item view tab.
In the Resolution Items list, add a new record and complete the fields.

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