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Setting Up FAQs for Siebel eService

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To set up FAQs:

Create the eService Catalog
Set Up FAQs

Creating the eService Catalog

Siebel eService organizes the knowledge base through a catalog structure, which includes one or more categories. Before configuring FAQs or other solutions, you must define at least one catalog (named eService) and its associated categories. This catalog and associated categories will represent the structure in which your knowledge is organized, both internally and externally, for the customer.

For more information about creating catalogs and categories, including information about fields in the Catalog and Category records, see Siebel eSales Administration Guide.

To create the eService catalog and categories

From the application-level menu, choose View > Site Map > Catalog Administration > Catalog Administration.
In the Catalogs list, click New.
Fill in the fields in the Catalog record and the More Info form. Be sure to enter the name eService in the Name field.
Click the name of the catalog, which is a hyperlink.

The Categories list for the catalog appears.

In the Categories list, add a new record for each of the categories of FAQs that you want displayed to customers using Siebel eService, and fill in the information for each.

Setting Up FAQs

To publish FAQs (that is, Siebel Solutions records) in Siebel eService, you must first create the FAQs and then categorize them in the appropriate Siebel eService catalogs. Once categorized, the FAQs will be rendered in the appropriate applets and views. Optionally, you can apply access control on the categorized FAQs to restrict accessibility of certain categories.

To create an FAQ

From the application-level menu, choose View > Site Map > Solution Administration > Solutions.
In the Solutions list, click New.
Complete the necessary fields. Some fields are described in the following table.

Field	Description
Name	This title name will not be displayed but is merely for administration upkeep.
FAQ	In this field enter the FAQ question to be displayed to the end user.
Description	Enter the FAQ answer. There is a text limit of 2 KB in this field.
Type	Select Solution from this drop-down list to designate the record as an FAQ/Solution record.

To add FAQs to a Siebel eService category

From the application-level menu, choose View > Site Map > Catalog Administration > Catalog Administration.
In the Catalogs list, find and click the hyperlink for eService Catalog.

The categories within the Siebel eService Catalog appear.

From the Categories list, select the category to which you want to add FAQs.
Click the Solutions view tab.

Any FAQs already associated with the selected category appear.

In the Solutions list, click New.

The Add Solutions dialog box appears.

Query and select the desired FAQs, and then click OK.

The selected FAQs are now associated with the selected category.

Notes About Setting Up FAQs

You may also create a new FAQ record if needed for the procedure above.
The general FAQs in Siebel eService must be categorized under the catalog named eService Catalog. FAQs categorized there will be rendered in the appropriate Siebel eService applets and views.
The top FAQs in Siebel eService must be categorized under the catalog named eService Top Solutions and the category named eService Top Solutions. FAQs categorized under this catalog and category will be rendered in the appropriate Siebel eService applets and views. They are viewable under the Top FAQs list on the Siebel eService home page and the first drilldown view of the Browse the Knowledge Base link.

For further details on Catalog and Category administration, see Siebel eSales Administration Guide.

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