Slide 1

Questions & Suggestion 1 The request for a combined between KM connection and Siebel : Question1. Could KM connection directly add a review for KM module similar to Contact/Account in Siebel, after agents clicking KM review, they could also go back to the Contact/Account and Service Request Review without clearing any information. Suggestion1. We can build KM in Siebel as a menu of Siebel, like service request. Then we can query knowledge in the Siebel interface. And agent could go back to service request from KM in Siebel interface. But as check with Siebel engineer, Siebel system has an status auto-refresh design, so if we leave KM menu and go back to service request, the current knowledge search results page could not be retained.

Slide 2

The request for a combined between KM connection and Siebel : Question2. In Service Request Page in Siebel, is it possible to add the KM function similar to Office Help. The KM page could automatically pop up and should be independent to the service request page after 1st clicking. Agent could check the KM content in the pop up window of KM. Based on both of the above scenarios, could these be practicable? Suggestion2. KM also could be opened as a separate IE window(like a office help). And it can pop up as a new window also can retain the current knowledge search result page of KM, if you leave KM go back to Siebel. Considering the convenience for agents, we would like to recommend the solution 2, adding a link button in Siebel, and open as a separate IE window. Questions & Suggestion 1

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Meeting with SPI team 1. SPI cant delete the "auto-refresh" design. 2. SPI can add some other KM buttons at SPI system

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solution 1 bulit KM in Siebel as a menu of Siebel, like service request. Then we can query knowledge in the Siebel interface. And agent could go back to service request from KM in Siebel interface. But as check with Siebel engineer, Siebel system has an status auto-refresh design, so if we leave KM menu and go back to servcie request, the current knowledge search results page could not be retained. First time you should login in to the KM,but the second time the login-in is not needed.

Slide 5

solution 1 bulit KM in Siebel as a menu of Siebel, like service request. Then we can query knowledge in the Siebel interface. And agent could go back to service request from KM in Siebel interface. But as check with Siebel engineer, Siebel system has an status auto-refresh design, so if we leave KM menu and go back to servcie request, the current knowledge search results page could not be retained. Find knowledge by ccm- community, and then goback to the contacts page to finish your job.

Slide 6

solution 1 Bug because of the "auto-refresh" design, all data you input before will be cleared, you can find your input by querying.

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solution 2 2. KM also could be opened as a separate IE window(like a office help). And it can pop up as a new window also can retain the current knowledge search result page of KM, if you leave KM go back to Siebel. Considerating the convenience of agent usage,we recommend the soluation 2, add a link button into Siebel, and open like a sparated IE window. First time you should login in to the KM,but the second time the login- in is not needed.

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solution 2

Slide 9

All data you input before will be retained Find your knowledge by these Considering the convenience for agents, we would like to recommend the solution 2, adding several km-link button in Siebel, and open as a separate IE window.