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Creating Call Guides for Phone Treatments

A call guide is a read-only note field visible to call center agents as they launch campaigns. The information in the Call Guide field is useful to agents as they prepare for inbound and outbound telephone calls and when they talk to clients. You create the call guide in the Treatments screen.

The Call Guide field is intended to display more detailed information about the campaign, answer common questions, and provide treatment options. The following example shows what a Call Guide field may contain:

Call Guide Example

Through the end of December, we are offering a special bonus to our current customers upgrading a Basic service agreement to Premium. For $149, we upgrade your service package as well as provide a coupon book worth $1,000 toward the purchase of our Signature brand of products.

If the customer agrees, the call center agent can click the Script button, and start the call script.

NOTE:  A call script is written using Siebel SmartScript. You associate a script with a campaign. For more information, see Using SmartScripts with Campaigns. For more information about creating SmartScripts, see Siebel SmartScript Administration Guide.

To create a call guide

1. Navigate to the Campaigns screen.
2. In the Campaigns list, select a campaign.
3. Click the campaign name.
4. Click the Design view tab.
5. In the Call Guide text field, enter the information to use for the treatment.