Siebel eMail Response Administration Guide > Completing Typical Setup Tasks > Creating Templates, Catalogs, and Categories >

Creating a Catalog and Categories

If you are implementing Siebel Smart Answer, use the catalog and category setup instructions in the section about importing the knowledge base file in Siebel Smart Answer Administration Guide.

CAUTION:  If you use the following procedure to create a catalog and categories before you implement Smart Answer, make sure these catalog and category names match the catalog and category names in the Smart Answer KB file.

You must set up a catalog for eMail Response so that agents can use templates and solutions in replies to customers.

To create a catalog for the eMail Response - Process Message workflow

  1. From the application-level menu, choose View > Site Map > Catalog Administration.

    2. The Catalogs list appears.

  2. In the Catalogs list, click New.
  3. In the Name field, type the catalog name you want to use.

    4. NOTE:  Catalog names must be unique.

    The new catalog appears in the Catalogs list.

After creating the catalog, you must create categories and associate templates and solutions with each category.

To set up categories, you perform the following tasks:

To create a category in a catalog

  1. From the application-level menu, choose View > Site Map > Catalog Administration.
  2. In the Catalogs list, click the catalog name.
  3. In the Categories list, click New.

    4. See the table at the end of this procedure for descriptions of category fields.

  4. In the Name field, type the name of a category you assigned to your templates and solutions during the planning process.

    5. Use the values you chose in Step 6.

  5. In the Display Name field, type the category name as you want it to appear to the agents.

    6. Field Name
    Default Value
    Description
    Name
     
    Required. Name of the category. Choose a name that clearly describes what templates will be associated with the category.
    Display Name
     
    Required.
    Description
     
    Optional.

To associate a template with a category

  1. From the application-level menu, choose View > Site Map > Catalog Administration > Catalog Administration.
  2. Click the catalog name hyperlink.
  3. Select the category with which you want to associate a template.
  4. Using the tab jump button, find and click the Response Templates view tab.
  5. In the Response Templates list, create a new record.
  6. In the Add Templates dialog box, use the tab jump button to find and select one or more templates you want to associate with the category.

    7. Use the templates you matched with categories in Step 6.

  7. Click OK.

    8. The Response Templates list shows the templates you selected to associate with the selected category.

    NOTE:  If you use Smart Answer, you can associate multiple templates with an auto-response email. The Order field in the Response Templates view tab allows you to specify the sequence in which templates appear in an auto-response email. After you select all the templates you wish to associate with a category, type a number that represents the sequence in which the template should appear.

To associate a solution with a category

  1. From the application-level menu, choose View > Site Map > Catalog Administration.

    2. The Catalogs list displays.

  2. Click the catalog name.

    3. The Categories list appears.

  3. Select the category with which you want to associate a solution.
  4. Using the tab jump button, find and click the Solutions view tab.

    5. The Solutions list appears.

  5. Click the menu button and choose New Record.
  6. In the Add Solutions dialog box, use the tab jump button to find and select one or more solutions you want to associate with the category.

    7. Use the values you chose in Step 6.

  7. Click OK.

    8. The Solutions list shows the solutions you selected to associate with the selected category.

    NOTE:  If you use Smart Answer, you can associate multiple solutions with an auto-response email. The Sequence # field in the Solutions view tab allows you to specify the sequence in which solutions appear in an auto-response email. After you select all the solutions you wish to associate with a category, type a number that represents the sequence in which the solution should appear.

Repeat the three procedures in this section for each category you created during the planning process.

NOTE:  To delete a record from the list of associated templates or solutions, select the record, click the menu button, and choose Delete Record.


 Siebel eMail Response Administration Guide 
 Published: 21 April 2003