Creating the Self Service Catalog

Siebel Self Service organizes the knowledge base through a catalog structure, which includes one or more categories. Before configuring FAQs or other solutions, you must define at least one catalog (named eService) and its associated categories. This catalog and associated categories will represent the structure in which your knowledge is organized, both internally and externally, for the customer.

For more information about creating catalogs and categories, including information about fields in the Catalog and Category records, see Siebel eSales Administration Guide.

To create the eService catalog and categories

1. From the application-level menu, choose View, Site Map, Catalog Administration, and then Catalog Administration.

2. In the Catalogs list, click New.

3. Fill in the fields in the Catalog record and the More Info form. Be sure to enter the name eService in the Name field.

4. Click the name of the catalog, which is a hyperlink.

   The Categories list for the catalog appears.

5. In the Categories list, add a new record for each of the categories of FAQs that you want displayed to customers using Siebel Self Service, and fill in the information for each.