Siebel Public Sector Guide > Managing Health Threats and Responses >
Searching for Information About Health Topics
Agents at call centers search for information to provide to callers using a knowledge base containing FAQs, documents, and information. When information is incomplete or missing, agents escalate a request for information to a public health specialist. Users create, approve, and release new content for agent use. This task is a step in Process of Managing Public Health Cases. To search for health information
- Click the Search icon (binoculars) on the toolbar to begin the search.
- In the Search form, complete the following steps:
- In the Look In field, select Diseases.
- In the Name field, enter the name of the disease, and click Search.
The search results appear in the Results list, which appears after the Search form.
- In the Results list, drill down on the Name field of the appropriate record.
The disease record is selected in the All Diseases list.
- (Optional) Click the Search icon again to close the Search view.
- In the All Diseases view, drill down on the Name field of the disease record.
- (Optional) Navigate to the appropriate view to access attachments, cases, medications, service requests, and training associated with the disease.
- Navigate to the FAQs view, and locate the appropriate item for the caller request in the list.
- Open the FAQ by drilling down on the Name field.
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