Siebel Smart Answer Administration Guide > Configuration and Implementation of Siebel Smart Answer > Administering and Maintaining Smart Answer >

Applying Rules

Rules in Smart Answer allow you to override the NLP matching of Smart Answer and force a category upon an email based on a rule or criteria you have set up. This process is analogous to keyword-based routing to a category. If there are certain requests or emails that should always hit a certain category based on text that is in the request, or email, you may want to set a rule rather than have Smart Answer use NLP to suggest a category.

An example of a rule could be where you want an email to result in a particular category if the subject contains or equals (meaning no other words except these) a certain word or phrase.

  1. Determine what category you want to apply the rule to, then open the KB file in Workbench's KB Editor.
  2. Select the category you want to apply the rule to, right-click the category, and choose Properties.
  3. Click the Apply Rules check box and then apply the rule you want.

    4. You can set a rule on any NVP (Name Value Pair) that your Siebel application receives and sends to Smart Answer for processing. The seed data on which rules can be based are listed in Smart Answer settings for the SA Email Response Profile. These settings include, by default, Subject and Message.

    For example, if in Workbench's KB Editor, you set a rule on an NVP value of Sender or From Address, you would need to make sure to add a setting of EmailSender to the SA Email Response Profile.

    For more information on Applying Rules, see the Banter Workbench User's Guide on Siebel eBusiness Third-Party Bookshelf.


 Siebel Smart Answer Administration Guide 
 Published: 23 June 2003