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Importing the Knowledge Base File

You import the knowledge base file into a catalog in the Administration - Catalog screen. The catalog name must be the same value in the following places:

• Name field for the catalog in the Administration - Catalog screen.
• Knowledge Base Name parameter in the Smart Answer Manager server component.
• (Siebel Email Response only) The Smart Answer Catalog Process property in the Siebel Email Response - Process Message workflow. By default, the value of the process property is KB. To override this value with the name of your catalog, you assign the name of your catalog to the Catalog Name input argument of the response group.

NOTE:  By default, the Response Group monitors the catalog titled KB. A Catalog Name input argument is not required if you enter KB as the name of your catalog and as the knowledge base name parameter in the Siebel Smart Answer Manager server component.

Before you can import the knowledge base file into your knowledge base catalog, you must copy the knowledge base file to a specific location in the Siebel File System.

Importing the Knowledge Base File into Your Knowledge Base Catalog

Use the following procedure to import the knowledge base file into your knowledge base catalog.

To import the knowledge base file into your knowledge base catalog

1. Copy your knowledge base file to the Siebel File System in the \fs\smartanswer\import directory.
2. Import the knowledge base catalog and categories in the Administration - Catalog screen.

Copying the Knowledge Base file into the Siebel File System

Use the following procedure to copy the knowledge base file into the Siebel File System

To copy the knowledge base file into the Siebel File System

1. Navigate to the Administration - Server Configuration screen, then the Servers view.
2. Select the Parameters tab for a Siebel Server, then query for Siebel File System.
   • If the query does not find the parameter, click the Advanced button.
   • The value in this parameter shows you the location of the Siebel File System.
3. Copy the knowledge base file to the \fs\smartanswer\import root directory of the Siebel File System.

Importing the Knowledge Base Catalog and Categories

Use the following procedure to import the knowledge base catalog and categories.

To import the knowledge base catalog and categories

1. Navigate to the Administration - Catalog screen.
2. Select the catalog to which you want to import the knowledge base catalog, and then the More Info tab.
3. In the More Info form, select New and then complete the Knowledge Base Catalog fields.

   The following table lists the Siebel Email Response Profile fields.

4. Select Smart Answer Import.

   The knowledge base file and its categories are imported into your catalog file.