Contents

• Title and Copyright Information
• 1 What’s New in This Release
  • What's New In Siebel Smart Answer Guide, Siebel CRM 19.1 Update
  • What’s New in Siebel Smart Answer Guide, Siebel 2018
• 2 Overview of Siebel Smart Answer
  • Overview of Siebel Smart Answer
  • About Siebel Smart Answer
  • Siebel Smart Answer Modules
    • Siebel Smart Answer Manager
    • Siebel Smart Answer Server
    • Siebel Smart Answer Administration Tool
  • Types of Knowledge Base Files
  • About Training, Feedback, and Learning
  • About Knowledge Base Models
  • Training the Siebel Smart Answer Knowledge Base Model
  • Feedback from Siebel Smart Answer Manager
  • Learning Process for Siebel Smart Answer
• 3 Installing and Administering Siebel Smart Answer
  • Installing and Administering Siebel Smart Answer
  • Components of Siebel Smart Answer Server
  • Installation Prerequisites for Siebel Smart Answer
    • Siebel Smart Answer Server
    • Siebel Smart Answer Administration Tool
    • Smart Answer Adapter for Siebel
  • Installing Siebel Smart Answer Server
  • Installing Siebel Smart Answer as a Windows Service
    • Starting the Siebel Smart Answer Servers
  • Running the Command Line Administration Tool for Initial Setup
  • Installing the Siebel Smart Answer Administration Tool
  • Installing the Siebel Smart Answer Adapter
  • Uninstalling Siebel Smart Answer
    • Uninstalling the Siebel Smart Answer Adapter
    • Uninstalling the Siebel Smart Answer Administration Tool
    • Uninstalling the Siebel Smart Answer Server
  • Siebel Smart Answer Server Directory Contents
  • Running the Command Line Administration Tutorial
    • Configuring Siebel Smart Answer to Synchronize with Siebel Catalogs
    • Configuring Master and Alternate Siebel Smart Answer Servers
      • Startup Behavior
      • Failover Behavior
  • Redeploying the Siebel Smart Answer Servers
    • Notifications When Communication Is Lost to a Siebel Smart Answer Server
  • Installing the Siebel Smart Answer Administration Tool on Other Computers
  • Siebel Smart Answer Error Codes
• 4 Configuring and Implementing Siebel Smart Answer
  • Configuring and Implementing Siebel Smart Answer
  • Requirements for Using Siebel Smart Answer
  • Creating and Training Your Knowledge Base Model
  • Setting Up Siebel Smart Answer Manager
    • Setting Up the Siebel Smart Answer Servers
    • Using the Auto Response Feature of Siebel Smart Answer
  • Siebel Server Instances and Response Groups
  • Siebel Email Response and Response Groups
  • Setting Up Siebel Smart Answer
  • Setting Up Siebel Smart Answer for International Deployment
  • Working with Siebel Smart Answer Content Types
  • Working with Siebel Smart Answer Settings
  • Working with Siebel Smart Answer Profiles
  • Creating a Manual Search Profile in Siebel Call Center
    • Creating a Manual Search Profile
    • Configuring Manual Search Settings
    • Creating a Siebel Smart Answer Content Type
    • Associating a Content Type with a Catalog
  • Creating an Auto Search Profile for Service Requests
    • Creating an Auto Search Profile
    • Configuring Auto Search Settings
    • Associating the Auto Search Setting to a Catalog
    • Configuring an Applet with the Siebel Smart Answer Button
  • Creating a Siebel Email Response Profile
    • Implementing Siebel Smart Answer in Siebel Email Response
    • Creating a Siebel Email Response Profile
    • Associating a Siebel Email Response Profile with a Setting
  • Setting up Siebel Smart Answer
    • Importing the Knowledge Base File
      • Importing the Knowledge Base File into Your Knowledge Base Catalog
      • Copying the Knowledge Base file into the Siebel File System
      • Importing the Knowledge Base Catalog and Categories
    • Setting the Logging Level of the Siebel Smart Answer Log File
    • Enabling Siebel Smart Answer Server Component
    • Administering Response Groups
      • Administering the Knowledge Base and Catalog Administration
      • Administering Response Groups
      • Adding Input Arguments to Response Groups
      • Specifying a Catalog Name Other Than Knowledge Base
        • Using Multiple Knowledge Base Files
          • Example of Using Multiple Knowledge Base Files
        • Using Master and Alternate Server Setup Configuration
          • Setup Scenario
          • Rules and Assumptions for using Master and Alternate Configuration
  • Process of Administering and Maintaining Siebel Smart Answer
    • Setting Additional Server Component Parameters
    • Checking Server Component State
    • Modifying Categories
    • Creating Additional Categories
    • Associating Templates and Solutions with Categories
    • Creating Additional Fields for Analyzing Incoming Messages
      • Adding Additional Fields to Analyze Content in Incoming Messages
      • Adding Fields to Workflow Processes
    • Setting Up Auto Response
      • Specifying the Email Format for Auto Response
      • Adding Auto Response Thresholds to Categories
      • Setting up Response Templates and Solutions for Auto Response
• 5 Using the Siebel Smart Answer Administration Tool
  • Using the Siebel Smart Answer Administration Tool
  • About Siebel Smart Answer Administration Tool
  • Logging in to the Siebel Smart Answer Administration Tool
  • Building a New Knowledge Base Model
  • Backing Up and Restoring the Corpus
  • Building a Corpus
    • Building, Preparing, and Importing a Corpus for the Siebel Smart Answer Knowledge Base Model
  • Modifying Corpuses
  • Assigning and Managing Categories for Corpus Entries
    • Extraction of Categories from a Corpus
    • Hierarchical Knowledge Bases for a Multilingual Corpus
    • Bulk Importing of Category Assignments
    • Expected Format for a Bulk Import CSV file
    • Bulking Import Corpus Entries with Category Assignments
    • Starting Your Category Sets with Suggested Categories
    • Creating Hierarchical Categories
    • Automatically Creating Categories Using Feedback
    • Manually Assigning Leaf and Parent Categories
    • Assigning Categories Manually to Corpus Entries
  • Creating a Knowledge Base Model Using the Benchmark and Analyze Work Flow
    • Benchmarking the Knowledge Base Model
    • Modifying the corpus using Benchmark Results
    • Repeating the Benchmarking Process
    • Building a Knowledge Base Model for a Siebel Smart Answer Production Environment
    • Tuning Thresholds for Your Knowledge Base Model
  • Querying the Knowledge Base Model
    • Validate Your Knowledge Base Model with Single Query Mode
    • Validating Your Model with Batch Query Mode
  • Exporting the Knowledge Base
  • Scheduling Maintenance for the Knowledge Base Model
    • Synchronizing the Knowledge Base Categories and Thresholds
  • About Dashboard and Reports
• 6 Troubleshooting Siebel Smart Answer
  • Troubleshooting Siebel Smart Answer
  • Troubleshooting the Performance of Siebel Smart Answer Knowledge Base
  • Troubleshooting Guidelines for Siebel Smart Answer Server
    • Troubleshooting Failure to Connect to Database During Installation
    • Troubleshooting Failure of Siebel Smart Answer Server to Start
    • Troubleshooting Java Version Errors for Siebel Smart Answer Server
  • Troubleshooting Failure of Siebel Smart Answer DLL to Load
• Glossary