1. Chat Guide
  2. Siebel Chat Dashboard Features

Siebel Chat Dashboard Features

The following features are available on the Siebel Chat dashboard:

  • Smart Knowledge Management Integration. Siebel Chat is integrated with Oracle’s Siebel Knowledge Base system (such as, solutions). The customer-facing application (for example, any self-service Web application) remembers the knowledge base articles that the customer reviews and uses this information when suggesting further articles (Have you tried this?) to review. The knowledge base visited (KB Visited) feature, available in the Siebel Chat dashboard, allows the agent to view the list of knowledge base articles that the customer has already viewed.

  • Quick Actions. Agents can perform popular actions quickly (for example, create and view service requests, view activities and contacts) by selecting them from the Action drop-down menu in the Siebel Chat dashboard. Actions performed this way are contextual and smart.