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Siebel eService Administration Guide > Administering Siebel eService > Setting Up the Knowledge Base for Siebel eService > Setting Up Siebel eSmartScripts for Siebel eServiceSiebel eSmartScript allows customers to engage in self-directed question-and-answer sessions that simulate the experience of talking with an expert. The sessions can have a predefined process flow, or the flow can be designed to change dynamically to reflect a customer's response. The process flow can also populate the Siebel database with customer input, creating service requests and completing applications. Siebel eSmartScript is integrated with Siebel SmartScript, allowing the same troubleshooting scripts to be shared between the Siebel eService site and customer care representatives who use Siebel Call Center. Scripts can be created and administered using a drag-and-drop, flowchart-based design interface. Benefits include increased call quality, fewer data entry errors, and reduced training time. For information on creating and working with eSmartScripts, see Siebel SmartScript Administration Guide. NOTE: Siebel eSmartScripts are rendered to end users as Troubleshooting Guides, accessible through the Troubleshoot Problems hyperlink on the Siebel eService home page or Instructions, accessible through the View Instructions hyperlink, also on the Siebel eService home page. To add eSmartScripts to a Siebel eService category
Notes About Siebel eSmartScripts
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