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Setting Up Siebel eSmartScripts for Siebel Self Service

Siebel eSmartScript allows customers to engage in self-directed question-and-answer sessions that simulate the experience of talking with an expert. The sessions can have a predefined process flow, or the flow can be designed to change dynamically to reflect a customer's response. The process flow can also populate the Siebel database with customer input, creating service requests and completing applications.

Siebel eSmartScript is integrated with Siebel SmartScript, allowing the same troubleshooting scripts to be shared between the Siebel Self Service site and customer care representatives who use Siebel Call Center. Scripts can be created and administered using a drag-and-drop, flowchart-based design interface. Benefits include increased call quality, fewer data entry errors, and reduced training time.

For information on creating and working with eSmartScripts, see Siebel SmartScript Administration Guide.

NOTE:  Siebel eSmartScripts are rendered to end users as Troubleshooting Guides, accessible through the Troubleshoot Problems hyperlink on the Siebel Self Service home page or Instructions, accessible through the View Instructions hyperlink, also on the Siebel Self Service home page.

To add eSmartScripts to a Siebel Self Service category

1. From the application-level menu, choose View, Site Map, Catalog Administration, and then Catalog Administration.
2. In the Catalogs list, find and click the hyperlink for eService Catalog.
3. In the Categories list, select the category to which you want to add eSmartScripts.
4. Click the Troubleshooting/Access Instructions view tab.
5. In the Troubleshooting/Access Instructions list, click the menu button, and then click New Record.

   The Pick SmartScript dialog box appears.

6. Query and select the desired record, and then click OK.

   The selected eSmartScripts are now associated with the selected category.

Notes About Siebel eSmartScripts

The following considerations apply when you use Siebel eSmartScripts:

• The general eSmartScripts in Siebel Self Service must be categorized under the catalog named eService Catalog. Siebel eSmartScripts categorized under this catalog's categories will be rendered in the appropriate Siebel Self Service applets and views.
• Make sure that the eSmartScript you select is marked as Active. This can be done by making sure that the Active column contains a check mark.
• The top eSmartScripts in Siebel Self Service must be categorized under the catalog named eService Top Solutions and the category named eService Top Solutions. Siebel eSmartScripts categorized under this catalog and category will be rendered in the appropriate Siebel Self Service applets and views. They are viewable under the first drilldown view of the Troubleshoot Problems and the View Instructions links.