Siebel SmartScript Administration Guide > Fundamentals of SmartScript Creation > Best Practices For SmartScript Construction >

Script Design Tips

While the topic of detailed script design is outside the scope of this guide, the following general observations may prove helpful when you are creating scripts:

  • The writing style should be conversational, that is, worded so as to seem part of a natural dialogue between the agent and an interested customer or prospect.
  • A script should be flexible enough to let the agent respond to unforeseen questions, comments, and objections.
  • A script should be general enough to address the needs of all potential customers or prospects, without forcing them into preexisting categories that may not match their needs.
Siebel SmartScript Administration Guide