This discussion is archived
7 Replies Latest reply: Jan 16, 2013 5:05 AM by jiyong RSS

How to Configure Siebel FAQ on eService

SOLUN Newbie
Currently Being Moderated
Good day everyone!

Trying to configure eService.
First try to make FAQ on eService. Doing everything by official manual ( Siebel eService Administration Guide Version 8.0 - December 2006/Setting Up the Knowledge Base for Siebel eService ) and no result.

Steps:

1. Configure catalog
2. Configure category
3. Configure solutions

Nothing showing in eService *"Browse the Knowledge Base"* and Top FAQs .

What is missing?

Grateful for the support.
  • 1. Re: How to Configure Siebel FAQ on eService
    jiyong Pro
    Currently Being Moderated
    Have you seen this post on Supportweb?
    Solutions not showing up in the Knowledge Base Search in eService [ID 517690.1]
  • 2. Re: How to Configure Siebel FAQ on eService
    SOLUN Newbie
    Currently Being Moderated
    Jiyong,

    Seems the same problem. Exploring...

    Thanks
  • 3. Re: How to Configure Siebel FAQ on eService
    SOLUN Newbie
    Currently Being Moderated
    Jiyong,

    If I understanding wright the main cause:

    1) change "Catalog name" to "eService Catalog" and "eService Top Solutions" (for the top FAQs);
    2) fill "Display name" of "Category" to "Solution".

    because of the search specification in the applet.

    Also need fill checkbox "Default" for "Solution" in "Catalog/Categories/Solutions"?

    As a result:

    1) In eService see "Solution" for "eService Catalog" in "Table of Contents".

    But can`t see question and answer... Only one record - "Table of Contents" (it is no hyperlink)

    Browse the Knowledge Base is empty.

    2) For the FAQs of "eService Top Solutions" catalog - no result.

    FAQ is empty too.

    Can`t see reasonable cause, why it doesn`t work?
  • 4. Re: How to Configure Siebel FAQ on eService
    jiyong Pro
    Currently Being Moderated
    I never worked with this, but perhaps you can use the SQL Log to find out if there are any filters in the background that stop the FAQ's from displaying properly.

    I'm not really sure if you can make the eService Object Manager start from the Local Client.
    If yes, you can spool the SQL quite easily: Spooling SQL - Using the /S Option to Examine the SQL Generated by Siebel Application [ID 475564.1]

    You can also try to spool the SQL directly from the Object Manager.
    How Can Tracing Be Increased for the Siebel Object Manager? [ID 477897.1]
    I would only do that on a test environment.

    If all else fails, you can try to trace the SQL directly on the DB.
  • 5. Re: How to Configure Siebel FAQ on eService
    SOLUN Newbie
    Currently Being Moderated
    Hi Jiyong,

    Log file of eServiceObjMng doesn't contain any important records.
    Catalog customization is not an action...

    How this application looks, maybe i want from it more then it can?

    You have some examples?

    Kind regards
  • 6. Re: How to Configure Siebel FAQ on eService
    SOLUN Newbie
    Currently Being Moderated
    One record find:

    SBL-DAT-00260: There is no menu item definition at position '1' specified as the parent for menu item 'FAQ Catalog RootSubCategory List Applet (eService)' in menu 'Base'.
  • 7. Re: How to Configure Siebel FAQ on eService
    jiyong Pro
    Currently Being Moderated
    As you noticed, that functionality is very sensitive to names.
    That's why I advised to have a look at the SQL, to see if it applies any filters (on the name).
    They don't show up as errors, just SQL with a zero record count.

Legend

  • Correct Answers - 10 points
  • Helpful Answers - 5 points