Adding FAQ and literature documents for Siebel Helpdesk

Steps involved in adding data to Helpdesk in Siebel

1. Add the literature document to Administration-Resolution Documents

Navigate to Site Map > Administration-Resolution Documents > Resolution documents

and Create new record by selecting the required literature document

 

 

 

2. Add Solution

Navigate to Site Map > Administration-Solutions > Solutions

            and Create a new record in Solutions list

 

3. Drill down on Solution name column and add resolution document in the detail view below by selecting from the list

3. Create an category under ERM catalog under which the FAQ must be added

Navigate to Site Map > Administration-Catalog > Catalogs

            Query for ERM Catalog in Catalogs list and Drill down on Name

NB : To display FAQs in the General FAQs list in Siebel HelpDesk, the FAQs must be categorized in the catalog called ERM Catalog. To display FAQs in the Top FAQs list in Siebel HelpDesk, the FAQs must be categorized in the catalog called ERM Top Solutions and the category called ERM Top Solutions.

Add a new record in Categories List

 

 

 

 

 

 

4. Add solutions to the category in the solutions Detail View

 

5. Now navigate to Site Map > HelpDesk > Browse the Knowledge Base

 

 

Now the literature document is successfully added to the siebel HelpDesk