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Setting Up Siebel Smart Answer Manager

Siebel Smart Answer Manager is a server component on Siebel Server. Each instance of Siebel Server can run only one instance of the Siebel Smart Answer Manager server component.

Setting Up the Siebel Smart Answer Servers

Use the following procedure to set up the Siebel Smart Answer Servers.

To set up the Siebel Smart Answer Servers

1. Enable Siebel Communications Manager and Siebel Smart Answer Manager before performing the setup tasks.
2. Import the knowledge base file and its categories into a catalog file.
3. Set up input arguments, create templates and solutions (if you are using Siebel Email Response).
4. Associate templates and solutions with categories.

   For information about how to set up Siebel Smart Answer, see Installing and Administering Siebel Smart Answer.

Using the Auto Response Feature of Siebel Smart Answer

Use the following procedure for the auto response feature.

To use the auto response feature of Siebel Smart Answer

1. Make changes to some of your categories.

   For information about how to set up the auto response feature, see Setting Up Auto Response.

2. Import the knowledge base file into a catalog in the Administration - Catalog screen. The catalog name must be the same value in the following places:
   1. Name field for the catalog in the Administration - Catalog screen.
   2. Knowledge Base Name parameter in the Siebel Smart Answer Manager server component. Select Smart Answer Manager and navigate to the Parameters Tab.
3. Catalog Name field in the Administration - Smart Answer screen - Smart Answer Profiles view must match the following:
   1. Knowledge Base Name parameter in the Smart Answer Manager component in the Administration - Server Configuration screen, choose Servers list, choose Components view.
   2. The Catalog Name input argument on the appropriate response group.
4. (Siebel Email Response only) The Siebel Smart Answer Catalog process property in the Siebel Email Response - Process Message workflow. The value of this process property value is Knowledge Base by default. To override this value with the name of your catalog, you assign the name of your catalog to the Catalog Name input argument of the response group.

NOTE:  By default, the Response Group monitors the catalog titled Knowledge Base. As a result, a Catalog Name input argument is not required as long as you enter Knowledge Base as the name of your catalog and as the knowledge base name parameter in the Siebel Smart Answer Manager server component.