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Siebel Self Service Administration Guide > Administering Siebel Self Service > Setting Up the Knowledge Base for Siebel Self Service > Setting Up Downloads, Documentation, and Product LiteratureSiebel Self Service provides customers with access to all product documentation, product literature, and software downloads and updates (collectively referred to as Siebel literature). The literature can be provided in a variety of formats, including HTML, PDF, executable files, and dynamic link library files. Customers who have registered their products can immediately access all the literature for their products without having to perform a search. From the Self Service portal, customers can select My Account, then My Products and see a list of all the products that they have registered. When customers click a product name, a list of all the literature linked to that product is immediately displayed. Types of LiteratureThe literature displayed is organized by type. There are three types of literature:
Users can perform searches within each type of literature. For example, the customer can search through the list of software patches using a variety of criteria. Customers can also access literature for products they have not registered. If anonymous users are allowed access to the system, they can also access literature. The quick links on home page of Self Service application has links for each literature type. The customer clicks the link for the literature type, and can then use a search feature to locate a literature item or select from the list that is displayed of the most popular literature items of that given type. Making Literature Available to CustomersTo make literature available to customers though Siebel Self Service, you must perform the following tasks:
To add Literature Items to Siebel Self Service
Once you have added the literature item, the item should be associated with a product or a category of the eService Category Catalog. To associate literature with a product
If desired, you can also associate literature with a Siebel catalog category. (For more information on Catalogs and Categories, see Siebel eSales Administration Guide.) To associate literature with a catalog category
NOTE: Siebel Self Service is preconfigured to display items only in the eService Catalog categories. |
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