Siebel Partner Relationship Management Administration Guide > Managing Service > Using Solutions and SmartScripts to Help Partners Solve Problems >

Making Troubleshooting or Instruction SmartScripts Available to Partners

A SmartScript is a set of branching questions and instructions. The answer to each question determines which question or instruction appears next.

Siebel SmartScripts are often used by call center agents who perform trouble shooting. The SmartScript tells them what question to ask the customer. Depending on the customer's answer, the SmartScript tells them the next question to ask. The scripted series of questions and answers helps the agent identify and solve the problem.

You can also create SmartScripts to help your customers, employees, or partners to solve problems.

After you have created and tested the SmartScript, you select the Active check box to make it available.

For information about creating and administering SmartScripts, see Siebel SmartScript Administration Guide.

To make a Troubleshooting or Instruction SmartScript available to partners

  1. Navigate to the Smartscript Administration screen.
  2. Create a Smartscript.
    1. Select Troubleshooting or Instructions in the Type field.
    2. Click the Active check box.
  3. Add the Smartscript to the eService Catalog in the desired category.
  4. Make sure the partner is in the Access group for that category.

    5. The SmartScript is visible to the partner in the Solutions screen of the Siebel Partner Portal. The partner can filter to display only Troubleshooting or Instruction SmartScripts.


 Siebel Partner Relationship Management Administration Guide 
 Published: 18 April 2003