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Setting Up Siebel Smart Answer

Siebel Smart Answer is the component that enables auto-suggest and auto-respond capabilities inside the Siebel Server.

To set up Siebel Smart Answer

1. Enable the Knowledge Base Name parameter to enable the Siebel Smart Answer Manager server component.

   NOTE:  You must enable the Siebel Communications Manager and the Siebel Smart Answer Manager server component before you can perform setup tasks. Make sure the Component State of Siebel Smart Answer Manager is set to Online on the Server Administration screen. For instructions on setting up Siebel Smart Answer server, see Enabling Siebel Smart Answer Server Component.

2. Create a Siebel Smart Answer profile.

   A Siebel Smart Answer profile is unique to each application of which it is a part. For example, Siebel Call Center has its own Siebel Smart Answer profile. For more information about how to create a profile, see Working with Siebel Smart Answer Profiles and Setting Up Auto Response.

3. Create a Siebel Smart Answer catalog and import the knowledge base file.
   1. Create a catalog file in the Administration - Catalog screen.
   2. Copy the knowledge base file to the \fs\smartanswer\import directory on your Siebel Server file system.

      For more information about creating and sharing a Siebel File System, see Siebel Smart Answer Connector Guide.

   3. Import the knowledge base file into that catalog.

      For more information about how to import a knowledge base file, see Importing the Knowledge Base File.

      NOTE:  A sample knowledge base file is installed automatically when the Siebel Database Server is installed. Use this sample knowledge base file to practice importing a knowledge base file and installing and using Siebel Smart Answer before you configure your production knowledge base file. For information about how to install the sample knowledge base file, see the topic about populating the Siebel File System in the Siebel Installation Guide for the operating system you are using.

4. Associate content items with categories.

   For Siebel Email Response, you can only associate solutions and templates with categories. For Siebel Call Center, you can associate solutions, literature, decision issues, and resolution items.

   For more information about how to associate content items with categories, see Process of Administering and Maintaining Siebel Smart Answer.

5. Modify categories, if you are using the auto response feature.

   For more information about these topics, see Modifying Categories.

6. Set the logging level of the Siebel Smart Answer log file.

   Change the logging level of the Siebel Smart Answer log file to record more detailed information in your Siebel Smart Answer log file. For more information about how to set the logging level, see Setting the Logging Level of the Siebel Smart Answer Log File.

7. In the Siebel Smart Answer Administration Tool set the re-build schedule of the knowledge base in the Knowledge Base Status Tab. Although feedback is collected and reported to the Siebel Smart Answer server immediately, the knowledge base is only rebuilt once a day. This is intended to keep the knowledge base highly available, and to optimize the re-build of the knowledge base.

   For more information on how to control the knowledge base re-build schedule, see the topic Scheduling Maintenance for the Knowledge Base Model.

   NOTE:  If you wish to re-build the knowledge base model more frequently use the Synchronize Button under Administration Catalog - Synchronize.

8. (Siebel Email Response only) Add the Siebel Smart Answer input argument to the response group.

   This allows you to make sure that your response group uses the appropriate knowledge base for categorization. Enable Smart Answer = TRUE as an input argument to the response group. For more information on adding arguments to response groups, see Administering Response Groups.

9. Expose Siebel Smart Answer in your application and in Search Center.

   Use Siebel Tools to expose Siebel Smart Answer in Search Center, or to expose the Auto Response, or Feedback button in your applications. For more information, see Process of Administering and Maintaining Siebel Smart Answer.

10. (Optional) Configure master and slave server setup.

    NOTE:  f you anticipate large volumes of requests to your knowledge base, you might want to consider a Master and Alternate server setup to provide load failover and high availability. For more information, see Installing and Administering Siebel Smart Answer

11. (Optional) Set additional Siebel Smart Answer server components parameters.

    For more information, see Setting Additional Server Component Parameters.

12. Maintain and administer Siebel Smart Answer.

    For more information, see Process of Administering and Maintaining Siebel Smart Answer.