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Setting Up the Knowledge Base for Siebel Self Service

Siebel Self Service provides an integrated, searchable knowledge base through its solution literature and eSmartScript repository. Customer care representatives can use this knowledge base to provide consistent data and answers to customer questions. Customers can access the same answers themselves through Siebel Self Service.

Organizations can use Siebel Self Service to build a flexible knowledge base that consists of database records and files both inside and outside the Siebel Enterprise Application. Knowledge items such as solutions to problems, downloads, literature, and general documents can be searched using full-text searching. Customers can browse through a hierarchical library of categorized FAQs and eSmartScripts.