Contents
1 What’s New in This Release
- What's New In Siebel Smart Answer Guide, Siebel CRM 21.8 Update
- What's New In Siebel Smart Answer Guide, Siebel CRM 20.1 Update
- What's New In Siebel Smart Answer Guide, Siebel CRM 19.1 Update
2 Overview of Siebel Smart Answer
- Overview of Siebel Smart Answer
- About Siebel Smart Answer
- Siebel Smart Answer Modules
- 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
- Installing Siebel Smart Answer Server
- Installing Siebel Smart Answer as a Windows Service
- 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
- Siebel Smart Answer Server Directory Contents
- Running the Command Line Administration Tutorial
- Redeploying the Siebel Smart Answer Servers
- 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
- 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 an Auto Search Profile for Service Requests
- Creating a Siebel Email Response Profile
- Setting up Siebel Smart Answer
- Importing the Knowledge Base File
- Setting the Logging Level of the Siebel Smart Answer Log File
- Enabling Siebel Smart Answer Server Component
- Administering Response Groups
- Process of Administering and Maintaining Siebel Smart Answer
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
- 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
- Querying the Knowledge Base Model
- Exporting the Knowledge Base
- Scheduling Maintenance for the Knowledge Base Model
- 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 of Siebel Smart Answer DLL to Load