Configuring and Implementing Siebel Smart Answer

This chapter provides instructions for configuring and implementing Siebel Smart Answer. It includes the following topics:

Requirements for Using Siebel Smart Answer

To set up Siebel Smart Answer Servers and the Siebel Smart Answer knowledge base files and model, perform the following steps:

Install and start the Siebel Smart Answer Servers. For instructions, see Installing and Administering Siebel Smart Answer.
Gather and analyze the data that you want Siebel Smart Answer Manager to categorize. This data is the source data for the corpus file that you use to generate the knowledge base file.
Determine the categories to use in your knowledge base for classification and training.
Choosing categories is one of the most important steps in building an initial knowledge base file. A category is a classification that you assign to each type of inquiry or request that you receive from customers. You define your own categories based on your business requirements during the Siebel Smart Answer planning process. Categories might represent actual content or intent, or might identify another attribute of the text, such as the name of the sender. Examples of categories are product complaint, service complaint, and order status.
Siebel Smart Answer Manager returns category names and their scores to your Siebel application. Siebel Email Response can use this information to automatically respond to emails, suggest categories of response to agents, route emails, and perform other workflow tasks. Siebel Smart Answer Manager stores all the data that it needs to correctly identify intents and concepts in the knowledge base, including information about the individual categories. This information is the foundation for the concept models.
Siebel Smart Answer for employee applications uses the content items associated with the category to display various content types like solutions, decision issues, literature items, and resolution items.
You need the Siebel Smart Answer Administration Tool 1.0 to create and train the knowledge base model and build the knowledge base file. This tool replaces the Knowledge Base Editor, the RME Jumpstart, and the Banter Workbench used in previous releases of Siebel Smart Answer. The installation file (SmartAnswerInstall.zip) is located My Oracle Support SmartAnswerInstall.zip.
Choose an installation location for the Siebel Smart Answer Administration Tool. All the Siebel Smart Answer Server and Administration Tool software will be installed in a folder named smart_answer_admin on your local computer in that location.
Install the Siebel Smart Answer Administration Tool. Follow the instructions in the Chapter entitled Installing and Administering Siebel Smart Answer Servers.

Note: The Siebel Smart Answer Administration Tool allows you to create or import a corpus of texts, train and test a knowledge base file, and analyze the performance of the trained knowledge base file. This program also contains a Category Editor which helps you to create the structure of the knowledge base file. For simplicity, use a flat knowledge base file at first, unless you are creating a multilingual knowledge base.
If your knowledge base file grows to contain a large number of categories, you may have to convert it to a hierarchical knowledge base file to increase the accuracy of Siebel Smart Answer feedback.

Note: You can use the Siebel Smart Answer Administration Tool to convert a flat knowledge base file into a hierarchical knowledge base file. The conversion is a manual process. You use the Category Editor to add parent branches for each group of categories. If you change the structure of a knowledge base or the entries assigned, you must train and test the knowledge base again. It is always a good idea to periodically test your knowledge base as feedback accumulates in Siebel Smart Answer.
Note the following points relevant to a hierarchical knowledge base:
- To use a multilingual knowledge base, you must create a hierarchical knowledge base.
  For more information about multilingual knowledge bases, see Using the Siebel Smart Answer Administration Tool.
- When you create a hierarchical knowledge base, you must assign categories unique names.
- The maximum length for category names is 128 characters.
Define the corpus.
When you import a corpus, the Siebel Smart Answer Administration Tool will detect all the available fields that are part of each corpus entry and use those for training your knowledge base. By default, Siebel Email Response sends the Body field and the Subject field to the categorization engine. If you want Siebel Email Response to send more fields, then specify them in the Siebel Smart Answer Server Component.
Create and edit your corpus file.
A corpus contains your texts for training the categories that are part of your knowledge base. A corpus can be created in a number of formats. For more information about the supported formats, see Using the Siebel Smart Answer Administration Tool.
Build a new knowledge base model in the Siebel Smart Answer Administration Tool.
For information about how to start building a new knowledge base model, see Using the Siebel Smart Answer Administration Tool.
Generate the knowledge base file for Siebel Smart Answer Manager by exporting the categories from the Siebel Smart Answer Administration Tool. This will produce the knowledge base file which you import to your catalog, and it resides in the Siebel File System.

Creating and Training Your Knowledge Base Model

After you successfully install the Siebel Smart Answer Administration Tool, and create and categorize your corpus file, you are ready to create and train your knowledge base model.

To create and train your knowledge base model

Create and analyze your knowledge base model in the Siebel Smart Answer Administration Tool.

Note: If you want to create a hierarchical knowledge base, use the Category Editor to define the structure and use this category set to apply training and analysis on.
When you use the Siebel Smart Answer Administration Tool to create and analyze your knowledge base model, the main corpus is used to both create and evaluate the knowledge base model, as follows:
- Training the corpus - the entire corpus is used to create the knowledge base model.
- Testing the corpus - the corpus is randomly split 5 times into a testing and a training set. A knowledge base model is built and tested for each of the 5 random splits. The performance is averaged over the 5 tests and reported in the Benchmarking and Analysis Tab of the Siebel Smart Administration Tool.
Train and test the knowledge base model within the Siebel Smart Answer Administration Tool.
In general, if you increase the number of items that you use for training the knowledge base model, the performance of the knowledge base model improves.

Before you introduce your knowledge base model into a production environment, use the Knowledge Base Status, Benchmarking and Analysis workflow in the Siebel Smart Answer Administration Tool. For more information on using the Benchmark and Analyze Work Flow, see Creating a Knowledge Base Model Using the Benchmark and Analyze Work Flow.
Inspect the results and check the score for each category to verify that the results are accurate. As a final check you can optionally use the Query and Batch Query workflow in the Siebel Smart Answer Administration Tool detailed in Querying the knowledge base model to enter email messages either one at a time or in bulk in order to further verify the accuracy of the currently built knowledge base.
After you begin using a knowledge base file to categorize incoming email and requests, and agents select categories or give feedback, the feedback is sent to the Siebel Smart Answer Server where it is stored for later processing.
Review the Siebel Smart Answer Administration Tool Benchmarking Analysis Tab to evaluate the training results.
The categories are listed in a table at the top of the screen in descending order of performance. You can select a category and view the mis-categorized entries for that category in a table at the bottom of the screen. Each entry is editable, so that if you determine this entry is adding confusion to the knowledge base model, you can:
- Re-label the entry with a category label (either existing or new).
  For more information on how to edit categories, see Modifying Categories.
- Edit the content of the entry to make it more semantically informative.
- Remove the entry.
  
  Note: Each time you modify the contents of a category or edit the category set, you must repeat the Benchmarking and Analyze Work Flow in order to measure the impact of your changes.

Setting Up Siebel Smart Answer Manager

Siebel Smart Answer Manager is a server component on Siebel Server. Each instance of Siebel Server can run only one instance of the Siebel Smart Answer Manager server component.

Setting Up the Siebel Smart Answer Servers

Use the following procedure to set up the Siebel Smart Answer Servers.

To set up the Siebel Smart Answer Servers

Enable Siebel Communications Manager and Siebel Smart Answer Manager before performing the setup tasks.
Import the knowledge base file and its categories into a catalog file.
Set up input arguments, create templates and solutions (if you are using Siebel Email Response).
Associate templates and solutions with categories.
For information about how to set up Siebel Smart Answer, see Installing Siebel Smart Answer Server.

Using the Auto Response Feature of Siebel Smart Answer

Use the following procedure for the auto response feature.

To use the auto response feature of Siebel Smart Answer

Make changes to some of your categories.
For information about how to set up the auto response feature, see Setting Up Auto Response.
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:
1. Name field for the catalog in the Administration - Catalog screen.
2. Knowledge Base Name parameter in the Siebel Smart Answer Manager server component. Select Smart Answer Manager and navigate to the Parameters Tab.
Catalog Name field in the Administration - Smart Answer screen - Smart Answer Profiles view must match the following:
1. Knowledge Base Name parameter in the Smart Answer Manager component in the Administration - Server Configuration screen, choose Servers list, choose Components view.
2. The Catalog Name input argument on the appropriate response group.
(Siebel Email Response only) The Siebel Smart Answer Catalog process property in the Siebel Email Response - Process Message workflow. The value of this process property value is Knowledge Base by default. 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 Knowledge Base. As a result, a Catalog Name input argument is not required as long as you enter Knowledge Base as the name of your catalog and as the knowledge base name parameter in the Siebel Smart Answer Manager server component.

Siebel Server Instances and Response Groups

You must run one instance of Siebel Server and create one response group for each knowledge base catalog, for the following reasons:

Each Siebel Server instance can have only one Siebel Smart Answer Manager.
There is a one-to-one association between each knowledge base catalog and one Siebel Server. If you have multiple knowledge base files located on different Siebel Servers, each knowledge base file must have a unique name.
If you only have one Siebel Server, then you can have only one knowledge base file. The knowledge base catalog name can be KB because all your response groups monitor this catalog. To monitor multiple knowledge base files, you must set up multiple knowledge base files on multiple servers. For information about how to set up multiple knowledge base files, see Using Multiple Knowledge Base Files.
Each response group can monitor only one knowledge base catalog.
Because a response group can monitor only one knowledge base file, you must assign the same knowledge base name to one response group and one instance of Siebel Server.

Siebel Email Response and Response Groups

In Siebel Email Response, you must create one response group for each knowledge base catalog. The knowledge base catalog name on the Siebel Smart Answer server component must match the knowledge base catalog name on the appropriate response group.

The Siebel Email Response - Process Message workflow can send the Body, Subject, and Sender fields of the email message to the categorization engine for analysis. You can also send one additional field. Use the Text label to specify the name of the field that you want to send.

In the Siebel Smart Answer Administration Tool, the Body, Subject, and Sender fields of the corpus entries are used to build the knowledge base if they are available. For instance, a product manual will only have message field populated. In the Siebel Email Response - Process Message workflow, you must add the input arguments for the fields you want the categorization engine to analyze. Body and Subject are default input arguments. If you want the categorization engine to analyze the Sender field, you must add the input argument for the Sender field. For more information about how to add input arguments, see Creating Additional Fields for Analyzing Incoming Messages.

Setting Up Siebel Smart Answer

Siebel Smart Answer is the component that enables auto-suggest and auto-respond capabilities inside the Siebel Server.

To set up Siebel Smart Answer

Enable the Knowledge Base Name parameter to enable the Siebel Smart Answer Manager server component.

Note: You must enable the Siebel Communications Manager and the Siebel Smart Answer Manager server component before you can perform setup tasks. Make sure the Component State of Siebel Smart Answer Manager is set to Online on the Server Administration screen. For instructions on setting up Siebel Smart Answer server, see Enabling Siebel Smart Answer Server Component.
Create a Siebel Smart Answer profile.
A Siebel Smart Answer profile is unique to each application of which it is a part. For example, Siebel Call Center has its own Siebel Smart Answer profile. For more information about how to create a profile, see Working with Siebel Smart Answer Profiles and Setting Up Auto Response.
Create a Siebel Smart Answer catalog and import the knowledge base file.
1. Create a catalog file in the Administration - Catalog screen.
2. Copy the knowledge base file to the \fs\smartanswer\import directory on your Siebel Server file system.
  For more information about creating and sharing a Siebel File System, see Siebel Smart Answer Connector Guide.
3. Import the knowledge base file into that catalog.
  For more information about how to import a knowledge base file, see Importing the Knowledge Base File.
Note: A sample knowledge base file is installed automatically when the Siebel Database Server is installed. Use this sample knowledge base file to practice importing a knowledge base file and installing and using Siebel Smart Answer before you configure your production knowledge base file. For information about how to install the sample knowledge base file, see the topic about populating the Siebel File System in the Siebel Installation Guide for the operating system you are using.
Associate content items with categories.
For Siebel Email Response, you can only associate solutions and templates with categories. For Siebel Call Center, you can associate solutions, literature, decision issues, and resolution items.
For more information about how to associate content items with categories, see Process of Administering and Maintaining Siebel Smart Answer.
Modify categories, if you are using the auto response feature.
For more information about these topics, see Modifying Categories.
Set the logging level of the Siebel Smart Answer log file.
Change the logging level of the Siebel Smart Answer log file to record more detailed information in your Siebel Smart Answer log file. For more information about how to set the logging level, see Setting the Logging Level of the Siebel Smart Answer Log File.
In the Siebel Smart Answer Administration Tool set the re-build schedule of the knowledge base in the Knowledge Base Status Tab. Although feedback is collected and reported to the Siebel Smart Answer server immediately, the knowledge base is only rebuilt once a day. This is intended to keep the knowledge base highly available, and to optimize the re-build of the knowledge base.
For more information on how to control the knowledge base re-build schedule, see the topic Scheduling Maintenance for the Knowledge Base Model.

Note: If you wish to re-build the knowledge base model more frequently use the Synchronize Button under Administration Catalog - Synchronize.
(Siebel Email Response only) Add the Siebel Smart Answer input argument to the response group.
This allows you to make sure that your response group uses the appropriate knowledge base for categorization. Enable Smart Answer = TRUE as an input argument to the response group. For more information on adding arguments to response groups, see Administering Response Groups.
Expose Siebel Smart Answer in your application and in Search Center.
Use Siebel Tools to expose Siebel Smart Answer in Search Center, or to expose the Auto Response, or Feedback button in your applications. For more information, see Process of Administering and Maintaining Siebel Smart Answer.
(Optional) Configure master and slave server setup.

Note: If you anticipate large volumes of requests to your knowledge base, you might want to consider a Master and Alternate server setup to provide load failover and high availability. For more information, see Installing and Administering Siebel Smart Answer.
(Optional) Set additional Siebel Smart Answer server components parameters.
For more information, see Setting Additional Server Component Parameters.
Maintain and administer Siebel Smart Answer.
For more information, see Process of Administering and Maintaining Siebel Smart Answer.

Setting Up Siebel Smart Answer for International Deployment

Before you set up Siebel Smart Answer in a multilingual environment, you must first determine whether to create a multilingual knowledge base or a monolingual knowledge base. In a multilingual knowledge base, all languages are defined in one knowledge base separated at a top-level node by language. A monolingual knowledge base only supports one language.

A multilingual knowledge base gives your agents access to all categories for all languages. Siebel Smart Answer makes an automatic suggestion or an automatic response only with categories in the identified language of the incoming email. A monolingual knowledge base only supports one language, so if your deployment requires multiple languages, you must create one knowledge base for each language.

Siebel Smart Answer only supports one knowledge base for each Siebel Smart Answer Manager server component, and one Siebel Smart Answer Manager server component for each Siebel Server. If you want to deploy multiple monolingual knowledge bases, you must deploy multiple Siebel Smart Answer Manager Server Components, on multiple Siebel Servers.

The overview that follows discusses how to create a monolingual knowledge base file, and how to create a multilingual knowledge base file. For more information on the steps for these tasks, see Using the Siebel Smart Answer Administration Tool.

At import the Siebel Smart Answer Administration Tool determines the number and types of languages detected in the corpus. For a monolingual corpus the language will be identified and used for the rest of the Knowledge Base Build, Benchmark, and Analyze workflow.
To create a hierarchical knowledge base file you must import the multilingual corpus. The resulting category set has each language as the top branch node of your hierarchical knowledge base, with the categories as the leaf-level nodes of your hierarchy. When you use the Siebel Smart Answer Administration Tool to create, benchmark, and analyze your knowledge base, it will automatically run multiple processes for each language but present them to you in a single screen, such as the Category View or the Benchmarking screen.
Note: The Siebel Smart Answer Administration Tool can be installed in one of the following languages: English, French, Spanish, Italian, and German. The installation language of choice is selected at the start of the Siebel Smart Answer installation program. For more information on defining the language setting, see Installing and Administering Siebel Smart Answer.

Working with Siebel Smart Answer Content Types

Content types for Siebel Smart Answer are created in Siebel Tools. Content types are derived from business components. Content types represent the types of data for which your Siebel Smart Answer engine will search.

For Siebel Smart Answer to work properly in the Search Center, you must create a new Find object in Siebel Tools for each Siebel Smart Answer profile that requires different content types. By default, Siebel Tools already supports four content types that correspond to four predefined Find objects, as follows:

Siebel Smart Answer Literature
Siebel Smart Answer Solution
Siebel Smart Answer Resolution Item
Siebel Smart Answer Decision Issue

The purpose of having a different Find object for each different content type is to support multiple content types for a Siebel Smart Answer profile. Each content type has a different view for drilldown and preview. You must have different Find objects to specify different drilldown and preview views for each Siebel Smart Answer content type. For more information on Find objects, see Siebel Search Administration Guide.

Note: The Siebel Bookshelf is available on Oracle Technology Network (OTN) and Oracle Software Delivery Cloud. It might also be installed locally on your intranet or on a network location.

To create a Siebel Smart Answer content type

In Siebel Tools, copy an existing Find object.
Change the following object properties to reflect your new find object:
- Name
- Drill down view
- Preview
Compile and test the Find object.

Working with Siebel Smart Answer Settings

Your Siebel Smart Answer settings must correspond with the equivalent settings in the Siebel Smart Answer Administration Tool. These settings specify which fields to use to take information from the incoming requests and store in your knowledge base. The Siebel Smart Answer settings are described in the following table.

Table Siebel Smart Answer Settings

Heading	NLP Engine Activity	Type of Input
Subject	The natural language processing (NLP) engine will search on fields defined as Message or Content in the Siebel Smart Answer Administration Tool. The Text field is populated with the content of the email message by the Siebel Smart Answer Manager.	Text or numeric
Text	Not applicable. The Text field is populated with the message body content and the NLP engine will search on fields defined as Message or Content in the Siebel Smart Answer Administration Tool.	Text

Working with Siebel Smart Answer Profiles

After you import the knowledge base, you must create a Siebel Smart Answer profile, then associate the profile with Siebel Smart Answer settings. You can create the following types of profile:

Manual Search. Associated with Siebel Call Center.
Auto Search. Associated with customer and partner applications. This profile type allows agents to search for service requests.
Siebel Email Response. Associated solely with Siebel Email Response.

Creating a Manual Search Profile in Siebel Call Center

To implement Siebel Smart Answer in Siebel Call Center, you must create a manual search profile. A manual search means that the agent must enter data manually, click a button, and then view the results.

Creating a Manual Search Profile

Use the following procedure to create a manual search profile.

To create a manual search profile

Create a new profile.
Configure search settings.
Create a new content type in Siebel Tools.
Associate a content type with a catalog.
Navigate to the Administration - Smart Answer screen, choose Smart Answer Profiles view.

Select New, and then complete the Siebel Smart Answer Profile Settings.

The following table lists the required fields you must complete.

Catalog Name	Knowledge Base Name
Business Component	Not applicable for manual search
Business Object	Not applicable for manual search

Configuring Manual Search Settings

Use the following procedure to configure manual search settings.

To configure manual search settings

Navigate to the Administration - Smart Answer screen, choose Smart Answer Profiles view.
Select the profile whose manual search characteristics you want to configure, and then the Settings view tab.

Select New to create a new setting. Complete the profiles settings as described in the following table.

The following table lists the required fields you must complete.

Catalog Name	Knowledge Base Name
Business Component	Not applicable for manual search
Business Object	Not applicable for manual search

Complete Step 3 for each new setting that you create.

Creating a Siebel Smart Answer Content Type

Use the following procedure to create a Siebel Smart Answer content type.

To create a Siebel Smart Answer content type

In Siebel Tools, copy an existing Find object.
Change the following object properties to reflect your new find object:
- Name
- Drill view
- Preview
Compile and test the new Find object.

Associating a Content Type with a Catalog

Use the following procedure to associate a content type with a catalog.

To associate a content type with a catalog

Navigate to the Administration - Smart Answer screen, then the Smart Answer Profiles view.
Select the profile for which you want to associate a content type with a catalog, and then the Content Types view tab.
Highlight the new profile, then select the Content Types view tab.
Select New, and then the new content type from the Add Content Type dialog box
Select OK.
The name of the Find object you created in Siebel Tools appears in the field called Find Category.

Creating an Auto Search Profile for Service Requests

To set up Siebel Smart Answer to return information on Service Requests for Siebel Call Center perform the following tasks.

Create an auto search profile
Configure auto search settings
Associate auto search setting with a catalog
Configure a Smart Answer button in Siebel Tools

Creating an Auto Search Profile

Use the following procedure to create an auto search profile.

To create an auto search profile

Navigate to the Administration - Smart Answer screen, choose Smart Answer Profiles view.

Select New, and then complete the Auto Search Profile Settings.

The following table lists the required fields you must complete.

Catalog Name	Knowledge Base Name
Business Component	The business component name from which you want to receive information.
Business Object	The business object name from which you want to receive information.

Configuring Auto Search Settings

Use the following procedure to configure auto search settings.

To configure auto search settings

Navigate to the Administration - Smart Answer screen, then the Smart Answer Profiles view.
Select the profile for which you want to configure auto search settings, and then the Profile Fields view tab.

Note: Profile fields are the fields in the business component that you associated with your profile in the previous task.

In the Profile Fields view, select New, and then complete the profile fields.

The following table lists the required fields you must complete.

Catalog Name	Knowledge Base Name
Input Field Name	Name of the Business Component field from which you will be taking input information
Setting Name	Siebel Smart Answer setting name you created in the Settings form

Associating the Auto Search Setting to a Catalog

Use the following procedure to associate the auto search setting to a catalog.

To associate the auto search setting to a catalog

Navigate to the Administration - Smart Answer screen, then the Smart Answer Profiles view.
Select the profile for which you want to associate auto search settings with a catalog, and then the Settings view tab.
Select New. The Add Settings dialog box appears.

Enter the search profile settings.

The following table lists the Search Profile Setting fields.

Name	Knowledge Base Name
RME Content Type	Deprecated parameter, set to Other
RME Data Type	Defined by the Siebel Smart Answer Administration Tool for natural language processing. Only one data type is supported: Text

Select a setting type, and then OK.
All fields of the Settings record are automatically populated.

Note: You can configure any applet of class CSSSWEFrame or CSSSWEFrameBase with a Siebel Smart Answer button. When you change the applet class, the CSSSWEFrameServiceRequest functionality is enabled, but does it not affect the base functionality.

Configuring an Applet with the Siebel Smart Answer Button

Use the following procedure to configure an applet with the Siebel Smart Answer button.

To configure an applet with the Siebel Smart Answer button

In Siebel Tools, locate the applet to which you want to add the applet.
Verify that the class is either CSSSWEFrame or CSSSWEFrameBase.
Change the class to CSSSWEFrameServiceRequest
Add the following applet user properties:
- Siebel Smart Answer Profile
- A new Category

Add an applet control with the properties described in the following table.

The following table lists the applet properties that you must use.

Applet	Properties
HTML	Encode Data
HTML Type	Minibutton
Method Invoked	SmartAnswer
Name	ButtonSmartAnswer

Creating a Siebel Email Response Profile

In order to enable Siebel Smart Answer inside Siebel Server, an email response profile is required.

Implementing Siebel Smart Answer in Siebel Email Response

Use the following procedure to implement Siebel Smart Answer in Siebel Email Response.

To implement Siebel Smart Answer in Siebel Email Response

Create a Siebel Email Response profile.
Associate the profile with a setting.
Make sure the Siebel Email Response - Process Message Workflow points to the Siebel Smart Answer profile.
Set up input arguments.

Creating a Siebel Email Response Profile

Use the following procedure to create a Siebel Email Response profile.

To create a Siebel Email Response profile

Navigate to the Administration - Smart Answer screen, then the Smart Answer Profiles view.

In the Smart Answer Profiles screen, select New, and then complete the required Siebel Email Response Profile fields.

The following table lists the Siebel Email Response Profile fields.

Catalog Name	Knowledge Base Name
Business Component	Select Mail Agent Activity
Business Object	Select Mail Agent Activity

Associating a Siebel Email Response Profile with a Setting

Use the following procedure to associate a Siebel Email Response profile with a setting.

To associate a Siebel Email Response profile with a setting

Navigate to the Administration - Smart Answer screen, then the Smart Answer Profiles view.
Select the profile, and then the Settings view tab.
Select New, and then a setting.
Select OK.

Note: The Siebel Email Response profile is configured in advance to send body and subject fields for categorization. To add another field, see Creating Additional Fields for Analyzing Incoming Messages.

Setting up Siebel Smart Answer

The task required to set up Siebel Smart Answer on your system is described below.

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

Copy your knowledge base file to the Siebel File System in the \fs\smartanswer\import directory.
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

Navigate to the Administration - Server Configuration screen, then the Servers view.
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.
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

Navigate to the Administration - Catalog screen.
Select the catalog to which you want to import the knowledge base catalog, and then the More Info tab.

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.

Name	Knowledge Base Name
Siebel Smart Answer Catalog File	Type. The knowledge base filename without the .xml file extension.

Select Smart Answer Import.
The knowledge base file and its categories are imported into your catalog file.

Setting the Logging Level of the Siebel Smart Answer Log File

Set the logging level to 5 to get the greatest level of detail in the Siebel Smart Answer log file. Use this setting to monitor the operation of categorization, and to debug Siebel Smart Answer. The size of the log file corresponds to the logging level.

To set the logging level of the Siebel Smart Answer log file

Navigate to the Administration - Server Configuration screen, then the Servers view.
Select the Events tab.
Select the Server Event Configuration tab, then query for CatMgr.
Select a value of 5 in the Log Level field.

Note: You must stop and restart the Siebel Server for your changes to take effect.

Enabling Siebel Smart Answer Server Component

To bring the server component online, you must set the Knowledge Base name parameter in the Siebel Smart Answer Manager server component. The parameter name is the same as that of your catalog. If you named your catalog KB, then you must enter this value as the parameter name.

To enable the Siebel Smart Answer server component

Enable the Communications Manager and the Workflow Manager.
Navigate to the Administration - Server Management screen, then the Servers view.
Select the Siebel Server where you want to enable the Siebel Smart Answer server component.
Select the Components tab, then query for the Siebel Smart Answer Manager component.
The Siebel Smart Answer Manager server component has a component state of Unavailable.
Navigate to the Administration - Server Configuration screen - Servers view.
In component gTab, find the Smart Answer Manager.
Select the Parameters tab, then query for the Knowledge Base Name server parameter.
In the Parameters list, change the Value field to the knowledge base catalog name.

Note: Changing the Value field to the knowledge base catalog name allows the Siebel Smart Answer Manager server component to be brought online when the Siebel Server is restarted. For more information, see Siebel Installation Guide for the operating system you are using.
Restart the Siebel Server.
Navigate to the Administration - Server Management screen, choose Servers view.
Select the Components tab, then query for the Siebel Smart Answer Manager component.
Verify that the Siebel Smart Answer Manager server component has a component state of Online.

Administering Response Groups

Response groups have attached to them all the settings for the Siebel Smart Answer Server.

Administering the Knowledge Base and Catalog Administration

Use the following procedure to administer the knowledge base and catalog administration.

To administer the knowledge base and catalog administration

Make sure that the response group references the catalog that you want Siebel Smart Answer to use to categorize your messages.
Make sure that your Siebel Smart Answer input argument is enabled.
You must specify a catalog name in the Response Group input argument Catalog Name in the following circumstances:
- You create the catalog with a name other the knowledge base.
- You have two response groups that monitor two different knowledge bases of different names.
If you create a profile other than the default profile of SA Siebel Email Response, you must specify the profile name in the Siebel Smart Answer Profile input argument.

Note: You can only have one Response Group for each knowledge base. In order to have two Response Groups that monitor two different knowledge bases, you will need two Siebel Servers, each with its own Siebel Smart Answer Manager server component.

Administering Response Groups

Use the following procedure to administer response groups.

To administer response groups

Navigate to the Administration - Communications screen, then the All Response Groups view.
Select the Siebel Smart Answer Response Group, and then the Input Arguments tab.
Make sure that the Enable Siebel Smart Answer input argument is set to True.

Note: The default Knowledge Base value is KB. If the name of your catalog is KB, you do not will not have to specify a catalog input argument. Now when you start your Communications Inbound Manager task with this response group, all emails sent to a profile monitored by this response group will be sent to the categorization engine for categorization by Siebel Smart Answer.

Adding Input Arguments to Response Groups

Use the following procedure to add an input argument to the response group.

To add an input argument to the response group

Navigate to the Administration - Communications screen, then the All Response Groups view, then query for your response group.
Select the Input Arguments tab, and then the New.
Add an input argument called Enable Smart Answer, and type TRUE in the value field.
Add input argument as ProcessName: Email Response - Process Message

Specifying a Catalog Name Other Than Knowledge Base

Use the following procedure to specify a catalog name other than KB.

To specify a catalog name other than knowledge base

Navigate to the Administration - Communications screen, then the All Response Groups view.
Select the Smart Answer Response Group, and then the Input Arguments tab.
Add the Catalog Name process property.
Perform this step only if you have multiple knowledge base files, or if you want to call your catalog something other than KB.
For more information, see Using Multiple Knowledge Base Files.
1. In the Name field, type Catalog Name.
2. In the Value field, type the knowledge base catalog name.
  Use the name of the knowledge base catalog that you used when you enabled the Siebel Smart Answer server component.
Add the Siebel Smart Answer Profile name.
1. In the name field type Siebel Smart Answer Profile.
2. In the Value field, type the name of your profile.
Note: You must only perform this task if you do not use the default profile name. If you have multiple knowledge base files or multiple profiles.
Repeat Step 5 for each knowledge base file.

Using Multiple Knowledge Base Files

Each instance of a Siebel Server can have only one Siebel Smart Answer Manager. You must have a Siebel Server for each knowledge base file that you want to add to your business system.

Example of Using Multiple Knowledge Base Files

You have two knowledge base files, KB1 and KB2. The knowledge base files require two Siebel Servers, Server A and Server B. Each server must point to the appropriate knowledge base file. Each Siebel Smart Answer Manager must also point to the appropriate knowledge base.

Note: Each Siebel Server must point to the same gateway server. This allows you to administer the servers from the same screen in the application (Administration - Server Management, then the Enterprise Operations view).

To configure Siebel Smart Answer to use multiple knowledge base files

On the appropriate Siebel Server, create a new catalog and import the knowledge base file that you want to use.

Note: For example, on Server A, create a new catalog and import KB1 to this catalog. On Server B, create a new catalog and import KB2 to this catalog.
Create a new profile, one for each catalog or knowledge base file.

(Siebel Email Response only) Set up the response groups on the main Siebel Server, as follows:

Create a response group for a knowledge base file you created.
Add an input argument in the response group called Catalog Name.
In the value field, enter the name of the catalog.
Repeat Step a through Step c for each knowledge base file you create.

Add another input argument called Siebel Smart Answer Profile with the name of the profile you created.

Note: For example, on Server A, create two response groups, RG1 and RG2. Also create two Siebel Smart Answer Profiles, P1 and P2, to monitor each of the knowledge bases. Add two input arguments to each response group, with the values as shown in the following table:

Response Group	Knowledge Base	Profile
RG1	KB1	P1
RG2	KB2	P2

Install a Siebel Smart Answer Server for each knowledge base, see Installing and Administering Siebel Smart Answer.

Enable the Siebel Smart Answer Manager Server component on each Siebel Server.

Note: For example, in the Siebel Smart Answer Manager Component Parameters tab, enter the details as shown in the following table:

Server	Knowledge Base Name Parameter
Server A	Catalog name for KB1
Server B	Catalog Name for KB2

(Siebel Email Response only) On the main Siebel Server, create Communication Inbound Manager tasks for each response group.

Note: For example, on Server A create two Communications Inbound Manager tasks, one for RG1 and one for RG2, and start both tasks. When you send a message to the profile monitored by RG1, the categories from KB1 are used. Similarly, when you send a message to RG2, the categories from KB2 are used.

Using Master and Alternate Server Setup Configuration

Use Master and Alternate server configurations to allow for high availability in production environments that support large volumes of inbound requests, that is, more than 250,000 requests a day, and for a production environment that needs high availability.

The Master server records Siebel Smart Answer feedback and synchronizes periodically with the Alternate server. If the Master server crashes, then the Alternate takes over and a notification is sent to the Siebel Smart Answer administrator. If the original Master is brought back online, then it takes the role of Alternate. Whenever either server fails a notification is sent out to restart the appropriate server. For more information on administering Siebel Smart Answer, see Installing and Administering Siebel Smart Answer.

It is suggested to use this server setup configuration when large volumes of incoming requests of the knowledge base are expected. The Siebel Smart Answer Server can handle more than 250,000 email requests for each day.

Setup Scenario

To setup the Master and Alternate Server, see Installing and Administering Siebel Smart Answer.

Rules and Assumptions for using Master and Alternate Configuration

The following rules and assumptions apply when you use a Master and Alternate configuration:

If a categorization of feedback request is made when the Alternate server is taking over for the Master, the Siebel Smart Answer engine will not process incoming requests, and will the messages will be added to the Communications List to be manually inspected by a call center agent.
If either the Master of Alternate server crashes, a notification is sent to the Siebel Smart Answer administrator and the server must be manually started up again to ensure data integrity.

Process of Administering and Maintaining Siebel Smart Answer

You administer Siebel Smart Answer from the Siebel Smart Answer administration view. Siebel Smart Answer administration tasks can be categorized into tasks to be performed by Siebel Smart Answer Manager server component, and tasks to be performed on your knowledge base and catalogs.

To administer and maintain Siebel Smart Answer, perform the following:

For the Siebel Smart Answer Manager server component:
- Setting Additional Server Component Parameters
- Checking Server Component State
For your knowledge base and catalogs to make sure that messages are categorized correctly, and that responses are available and accurate:

Setting Additional Server Component Parameters

You can set additional server component parameters.

To set additional component parameters

Navigate to the Administration - Server Configuration screen, then the Servers view.
Select the server on which you want to set component parameters, and then the Components tab.
Query for the Siebel Smart Answer Manager component.

Select on the Parameters tab, then query for the parameter you want to set.

The following table lists some of the component parameters.

Knowledge Base Name	Alphanumeric	None	Knowledge Base Name
Maximum Number of Categories	0-65545	4	Number of categories suggested by Siebel Smart Answer to appear in the drop-down list.
Cache Category ID	True or False	False	Deprecated parameter
CatMgr	1-5	1	Siebel Smart Answer logging level
Load Knowledge Base at Startup	True of False	True	Deprecated parameter
Categorization Manager Type	Master or Slave	Master	Deprecated parameter
Knowledge Base Update Interval	0-65535	1440	Deprecated parameter
Knowledge Base Write Back Interval	Numeric	100	Deprecated parameter

Checking Server Component State

Check periodically to make sure that the Siebel Smart Answer server component is online and functioning correctly.

To check server component state

Navigate to the Administration - Server Configuration screen, then the Servers view.
Select the appropriate server from the list of servers, and then the Components tab. Query for the Siebel Smart Answer Manager component.
Select the Siebel Smart Answer Manager component, and then the Parameters tab for the component. Select the Knowledge Base Name parameter.
Navigate to the Administration - Server Management screen, then the Servers view.
Select the Components tab, then query for the Siebel Smart Answer Manager component.
Verify that the Siebel Smart Answer Manager server component has a component state of Online.
If the component is not online, check the Siebel Smart Answer log file at siebsrvr\log\SmartAnswer.
Make sure that the knowledge base parameter is entered correctly.
For more information about how to set the knowledge base parameter correctly, see Enabling Siebel Smart Answer Server Component.

Modifying Categories

You can specify that you do not want to return feedback for specified categories to the knowledge base file. You can also specify an auto response threshold for each category. For more information about auto response, see Setting Up Auto Response.

To modify a category

Navigate to the Administration - Catalog screen, then the Smart Answer Settings view.
In the catalog list, select the catalog name, and then Categories.
In the Categories list, select the category that you want to change.

In the Categories form, complete the category setting fields:

The following table lists the category settings.

Name	Category Name
Description	Optional
Response Threshold	Required for auto response. A value of 0-100 (an integer value) that represents the confidence level that must be reached before the automatic response is sent.
No Training	(Optional) Used for Siebel Smart Answer only. If this option is not selected, feedback is returned to the Siebel Smart Answer manager for the knowledge base. The default value is off.

Note: If you have a hierarchical knowledge base, some categories have subcategories. You can modify both categories and subcategories to achieve the results you require.

Creating Additional Categories

You can add more categories to a knowledge base. Make a copy of your existing knowledge base file by creating a back up in the Siebel Smart Answer Administration Tool, adding a new category in the Category Tab, retraining the knowledge base, and exporting and then importing it into Siebel.

To add an additional category to your knowledge base

Open the Siebel Smart Answer Administration Tool.
Navigate to the Overview Tab and select Create Backup. Save the backup file in a location of your choosing and name it as a .sab (Smart Answer Backup) file.
Navigate to the Category View/Edit Tab, and then select Add Category. Specify the parent node, the name of the new category, and the description. ID is filled in automatically and threshold is optional.
Review the corpus, and add text to the corpus for the new category by going to the Corpus Browse Tab and either assigning existing corpus entries to the category, or adding new entries by hand and assigning them to the new category.
Perform the Knowledge Base Benchmark, and Analysis workflow to apply learning to the new category.
For more information on using the Benchmark and Analyze Work Flow, see Creating a Knowledge Base Model Using the Benchmark and Analyze Work Flow.
When you are finished, move the knowledge base back to the \fs\smartanswer\import directory.
Import the new category to your catalog, or add the new category manually to the catalog.

Associating Templates and Solutions with Categories

For information about how to create a template, see Siebel Email Administration Guide. For information about how to create and store solutions, see Siebel CTI Administration Guide.

To associate solutions or response templates with categories

Navigate to the Administration - Catalog screen, then the Smart Answer Settings view.
Drill down on the name of your catalog. The Categories screen appears.
Select either the Solutions view tab, or the Response Templates view tab.
To associate an item with the catalog, add a new solution or response template record.

Creating Additional Fields for Analyzing Incoming Messages

To add additional field for Siebel Smart Answer to send to the Categorization engine for categorization use the following procedures.

Adding Additional Fields to Analyze Content in Incoming Messages

Use the following procedure to add an additional field to analyze content in an incoming message.

To add an additional field to analyze content in an incoming message

Navigate to the Administration - Smart Answer screen, then the Smart Answer Profiles view.
Select the SA Email Response profile.
Make sure the Business Component and Business Object names are set to Mail Agent Activity.
Select the Settings view tab, and then New.
Select the setting that you want to use from the Add Settings dialog box, and then click OK.
Select the Profile Fields view tab, and then New.
Select one of the business component fields that are available with the Mail Agent Activity business object in the Input Field Name field.

Note: The Input Field Name must link with the field in your workflow name, as listed in Troubleshooting Guidelines for Siebel Smart Answer Server. The input field name does not contain the prefix Eventfields.
From Setting Name field, select a setting.

Adding Fields to Workflow Processes

Use the following procedure to add a field to a workflow process.

To add a field to a workflow process

Log in to Siebel Tools.
Select Workflow Process in the Object Explorer.
Select the process eMail Response - Analyze Message whose status is set to Completed, and then click the Revise toolbar button.

Add the process property to the eMail Response - Analyze Message workflow process, as follows:

Select the process eMail Response - Analyze Message whose status is set to In Progress.
In the Object Explorer, expand Workflow Process then select WF Process Prop.
Right-click in the WF Process Props list, then choose New Record.

In the Name field, type the name of the property.

The following table lists the property names that you can use.

Property Name	Description	Input Argument
MsgBody	EventFields.Email Body	Default. Contains the content of the body area of the incoming email message.
MsgSubject	EventFields.Email Normalized Subject	Default. Contains the content of the Subject field of the incoming email message
MsgSenderAddress	EventFields.Email Sender	(Optional) Contains the email address of the sender of the incoming email
Select the property to send to the categorization engine from the list in the WF Process Props list. Typically, these properties begin with the letters Msg.	Typically, this argument takes the form EventFields.property-name, where property-name is the name of the property you have selected. For example, if you selected the property MsgFormat, the input argument is EventFields.MsgFormat.	(Optional) Contains the value of the property you selected. Note: When you add the Text input argument to a workflow, the text input argument does not appear in the list of fields. To use the input argument, type Text in the Input Argument field.

Select String from the Data Type field.

Add an input argument to the process property as follows:
1. Select the process eMail Response - Analyze Message whose status is set to In Progress.
2. Right-click on the process then choose Edit Workflow Process.
3. Select the Categorize Message business service to see a list of input arguments for the business service in the Multi Value Property Window.
4. Right-click in the list of input arguments, then choose New Record.
5. In the Input Argument field, select the input argument that corresponds to the property name you specified in Step 4. Use the table in Step 4 to identify the correct input argument.
6. If the input argument that you want does not appear, type the input argument name in the field.
7. In the Type field, select Process Property.
8. In the Property Name field, select the appropriate property name. The name you select must match the property name you specified in Step 4.
9. Close the workflow process window.
Select the process eMail Response - Process Message whose status is set to Completed, and then click the Revise toolbar button.

Add the process property to the eMail Response - Process Message workflow process, as follows:

Select the process eMail Response - Process Message whose status is set to In Progress.
Right-click on the process then choose Edit Workflow Process.
Select the Analyze Message subprocess to see a list of input arguments for the subprocess in the Multi Value Property Window.
Right-click in the list of input arguments, then choose New Record.
In the Input Argument field, select the input argument that you want to add to the workflow process.

Note: The Categorize Message business service of the eMail Response - Analyze Message workflow uses the input argument that you add.
In the Type field, select Process Property.
In the Property Name field, select the appropriate property name.
Close the workflow process window.

For each process listed in the following table, select the process, and then click the Publish toolbar button.

Process Type	Status
eMail Response - Process Message	In Progress
eMail Response - Analyze Message	In Progress

Log in to your Siebel application.
Navigate to the Administration - Business Process screen, choose Workflow Deployment view.
For each of the following processes, select the process in the Repository Workflow Processes list, and then Activate:
- eMail Response - Process Message
- eMail Response - Analyze Message

Setting Up Auto Response

Auto response is a feature that sends an automatic response to a customer based on the natural language processing (NLP) analysis of an incoming email. The response that is sent to the customer contains a default solution or template, can contain a greeting or closing template, and can be in plain text or HTML format. For the default greeting or closing, and HTML or plain text settings, the auto response feature uses the Input Argument of the response group. The argument can be configured as follows.

If you choose to use the auto response feature, you must add a threshold value to the appropriate categories. A threshold is an integer value in the range 0-99 that represents the confidence level that must be reached before an auto response is sent. For example, if you want to send an auto response to a customer when a category associated with the incoming email has a confidence level of 90% or greater, set the auto response threshold to 90. When a category associated with an incoming email receives a confidence level of 90% or greater, an auto response message is sent.

Specifying the Email Format for Auto Response

Use the following procedure to specify the email format for auto response.

To specify the email format for auto response

Navigate to the Administration - Communications screen, then the All Response Groups view.
Select a Response Group, and then the Input Arguments tab.
Add a new record, then enter the following values:
- Name: EmailFormat
  
  Note: If you do not specify EmailFormat, the default format is Plain Text.
- Value: HTML/Plain Text (for HTML) or Plain Text for (Plain Text)

Adding Auto Response Thresholds to Categories

Use the following procedure to add an auto response threshold to a category.

To add an auto response threshold to a category

Navigate to the Administration - Catalog screen.
In the Catalogs list, select the catalog name.
In the Categories list, select the category you want to change.

Note: If you have a hierarchical knowledge base, some categories have subcategories.
In the Response Threshold field, type the value that represents the auto response threshold.

Setting up Response Templates and Solutions for Auto Response

Use the following procedure to set up response templates and solutions for auto response.

To set up response templates and solutions for auto response

Navigate to the Administration - Catalog screen.
In the Catalogs list, select the catalog name.
In the Categories list, select the category you want to change.
Select the Response Templates tab or the Solutions tab to add a solution or template.
For more information, see Associating Templates and Solutions with Categories.
After you add the solution or template, select the Default check box.
This indicates that when a threshold is met or exceeded, the template or solution will be sent by auto response.

Note: You can specify the order in which solutions and templates are included in an outgoing auto response email. To specify the order, use the Order number field in Response Templates and the Sequence number field in Solutions. Enter the order or sequence in these fields. Use integer values from 1-99. Enter zero if you do not want to specify an order or sequence position.
If multiple default solutions or templates are specified for a category, the sequence displayed in the auto response is as follows:
1. Ordered default templates
2. Non-ordered default template, where no number is specified
3. Sequenced default solutions
4. Non-sequenced default solutions, where no number is specified.