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Performing a Siebel Smart Answer Search from Service Requests

The Siebel Search Center supports integration with the Siebel Smart Answer knowledge base for manual or automated searches. For information on configuring and using Siebel Smart Answer, see Siebel Smart Answer Guide.

To perform a Siebel Smart Answer search from Service Requests

1. Navigate to the Service screen, then the All Service Requests view.
2. Query for the service request that you want, and then click Go.

   The service request details are returned.

3. From the service request applet, click Smart Answer to execute a smart answer search from the service request.
4. In the Search Results view:
   • Click the arrow beside a result to expand and show a summary of the search result. Click the arrow beside a result to hide the summary again.
   • Click a hyperlink to drill down to the selected record.
   • Click the tab for each search engine configured to show the search results for that search engine. Siebel Find results appear by default in the Search Results view.
   • If no results are returned, then a message similar to the following appears: Your search did not match any results.