Siebel Smart Answer Guide
What's New in This Release
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Overview of Siebel Smart Answer
About Siebel Smart Answer
Siebel Smart Answer Modules
Types of Knowledge Base Files
About Training, Feedback, and Learning
About Knowledge Base Models
Training the Siebel Smart Answer Knowledge Base Model
Feedback from Siebel Smart Answer Manager
Learning Process for Siebel Smart Answer
Installing and Administering Siebel Smart Answer
Components of Siebel Smart Answer Server
Installation Prerequisites for Siebel Smart Answer
Installing Siebel Smart Answer Server
Installing Siebel Smart Answer as a Windows Service
Running the Command Line Administration Tool for Initial Setup
Installing the Siebel Smart Answer Administration Tool
Installing the Siebel Smart Answer Adapter
Uninstalling Siebel Smart Answer
Siebel Smart Answer Server Directory Contents
Running the Command Line Administration Tutorial
Configuring Siebel Smart Answer to Synchronize with Siebel Catalogs
Configuring Master and Alternate Siebel Smart Answer Servers
Redeploying the Siebel Smart Answer Servers
Installing the Siebel Smart Answer Administration Tool on Other Computers
Siebel Smart Answer Error Codes
Configuring and Implementing Siebel Smart Answer
Requirements for Using Siebel Smart Answer
Creating and Training Your Knowledge Base Model
Setting Up Siebel Smart Answer Manager
Siebel Server Instances and Response Groups
Siebel Email Response and Response Groups
Setting Up Siebel Smart Answer
Setting Up Siebel Smart Answer for International Deployment
Working with Siebel Smart Answer Content Types
Working with Siebel Smart Answer Settings
Working with Siebel Smart Answer Profiles
Creating a Manual Search Profile in Siebel Call Center
Creating an Auto Search Profile for Service Requests
Creating a Siebel Email Response Profile
Setting up Siebel Smart Answer
Importing the Knowledge Base File
Setting the Logging Level of the Siebel Smart Answer Log File
Enabling Siebel Smart Answer Server Component
Administering Response Groups
Using Multiple Knowledge Base Files
Using Master and Alternate Server Setup Configuration
Process of Administering and Maintaining Siebel Smart Answer
Setting Additional Server Component Parameters
Checking Server Component State
Modifying Categories
Creating Additional Categories
Associating Templates and Solutions with Categories
Creating Additional Fields for Analyzing Incoming Messages
Setting Up Auto Response
Using the Siebel Smart Answer Administration Tool
About Siebel Smart Answer Administration Tool
Logging in to the Siebel Smart Answer Administration Tool
Building a New Knowledge Base Model
Backing Up and Restoring the Corpus
Building a Corpus
Modifying Corpuses
Assigning and Managing Categories for Corpus Entries
Extraction of Categories from a Corpus
Hierarchical Knowledge Bases for a Multilingual Corpus
Bulk Importing of Category Assignments
Expected Format for a Bulk Import CSV file
Bulking Import Corpus Entries with Category Assignments
Starting Your Category Sets with Suggested Categories
Creating Hierarchical Categories
Automatically Creating Categories Using Feedback
Manually Assigning Leaf and Parent Categories
Assigning Categories Manually to Corpus Entries
Creating a Knowledge Base Model Using the Benchmark and Analyze Work Flow
Benchmarking the Knowledge Base Model
Modifying the corpus using Benchmark Results
Repeating the Benchmarking Process
Building a Knowledge Base Model for a Siebel Smart Answer Production Environment
Tuning Thresholds for Your Knowledge Base Model
Querying the Knowledge Base Model
Exporting the Knowledge Base
Scheduling Maintenance for the Knowledge Base Model
Synchronizing the Knowledge Base Categories and Thresholds
About Dashboard and Reports
Troubleshooting Siebel Smart Answer
Troubleshooting the Performance of Siebel Smart Answer Knowledge Base
Troubleshooting Guidelines for Siebel Smart Answer Server
Troubleshooting Failure to Connect to Database During Installation
Troubleshooting Failure of Siebel Smart Answer Server to Start
Troubleshooting Java Version Errors for Siebel Smart Answer Server
Troubleshooting Failure of Siebel Smart Answer DLL to Load
Glossary
