Setting Up FAQs

To publish FAQs (that is, Siebel Solutions records) in Siebel Self Service, you must first create the FAQs and then categorize them in the appropriate Siebel Self Service catalogs. Once categorized, the FAQs will be rendered in the appropriate applets and views. Optionally, you can apply access control on the categorized FAQs to restrict access to certain categories.

To create an FAQ

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

2. In the Solutions list, click New.

3. Complete the necessary fields described in the following table.

   Field	Description
   Name	This title name will not be displayed but is merely for administration upkeep.
   FAQ	In this field enter the FAQ question to be displayed to the end user.
   Description	Enter the FAQ answer. There is a text limit of 2 KB in this field.
   Type	Select Solution from this list to designate the record as an FAQ/Solution record.

To add FAQs 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.

   The categories within the Siebel Self Service Catalog appear.

3. From the Categories list, select the category to which you want to add FAQs.

4. Click the Solutions view tab.

   Any FAQs already associated with the selected category appear.

5. In the Solutions list, click New.

   The Add Solutions dialog box appears.

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

   The selected FAQs are now associated with the selected category.