Siebel Email Administration Guide > Configuring Communications Templates >

About Catalogs and Categories for Siebel Email Response

The templates that appear to an agent depend on the agent's Outbound Communications user preference settings and how the templates are filtered. For more information about setting user preferences, see Siebel Applications Administration Guide.

Templates are filtered using catalogs and categories. A catalog is the name that you give to a group of categories. For information about creating catalogs and categories, see Creating a Catalog and Categories.

You can define one or more catalogs for use with Siebel Email Response as follows:

• You need only one catalog if everyone in your organization can share the same categories.
• You need multiple catalogs if users in your organization cannot use some categories.

A company might have two groups that share one catalog and a third group that has its own catalog.

You must define a catalog as a response group input argument. A catalog contains categories that you can associate with templates and solutions. During the planning process, you gather and categorize templates and solutions.

You associate templates and solutions that contain answers to similar questions with a single category. When agents use categories, they do not need to review all templates and solutions to find the information that they want to send to a customer. They can use Search Center to look through the templates and solutions that are grouped in the appropriate categories. To use Search Center for this purpose, the you must index categories. For more information, see Siebel Search Administration Guide.