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Setting Up Siebel Smart Answer for International Deployment

Before you set up Siebel Smart Answer in a multilingual environment, you must first determine whether to create a multilingual knowledge base or a monolingual knowledge base. In a multilingual knowledge base, all languages are defined in one knowledge base separated at a top-level node by language. A monolingual knowledge base only supports one language.

A multilingual knowledge base gives your agents access to all categories for all languages. Siebel Smart Answer makes an automatic suggestion or an automatic response only with categories in the identified language of the incoming email. A monolingual knowledge base only supports one language, so if your deployment requires multiple languages, you must create one knowledge base for each language.

Siebel Smart Answer only supports one knowledge base for each Siebel Smart Answer Manager server component, and one Siebel Smart Answer Manager server component for each Siebel Server. If you want to deploy multiple monolingual knowledge bases, you must deploy multiple Siebel Smart Answer Manager Server Components, on multiple Siebel Servers.

The overview that follows discusses how to create a monolingual knowledge base file, and how to create a multilingual knowledge base file. For more information on the steps for these tasks, see Using the Siebel Smart Answer Administration Tool.

• At import the Siebel Smart Answer Administration Tool determines the number and types of languages detected in the corpus. For a monolingual corpus the language will be identified and used for the rest of the Knowledge Base Build, Benchmark, and Analyze workflow.
• To create a hierarchical knowledge base file you must import the multilingual corpus. The resulting category set has each language as the top branch node of your hierarchical knowledge base, with the categories as the leaf-level nodes of your hierarchy. When you use the Siebel Smart Answer Administration Tool to create, benchmark, and analyze your knowledge base, it will automatically run multiple processes for each language but present them to you in a single screen, such as the Category View or the Benchmarking screen.

NOTE:  The Siebel Smart Answer Administration Tool can be installed in one of the following languages: English, French, Spanish, Italian, and German. The installation language of choice is selected at the start of the Siebel Smart Answer installation program. For more information on defining the language setting, see Installing and Administering Siebel Smart Answer.