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Creating Scripts

Scripts are the highest-order elements that are used in SmartScript. They are assembled from pages containing questions. Questions, in turn, comprise question translations and answers. Branches between elements create the structure of the script, within which the elements are displayed. You can define scripts in the SmartScript Administration view.

To create a script definition

1. Navigate to Site Map > SmartScript Administration > Scripts.
2. Click New, and in the Name field, enter a name for the script.
3. Click in the Type field, and from the drop-down list, select the script type.

   For example, scripts used in eService must be type Instructions or Troubleshooting.

4. Click in the First Page field, and click the select button.

   The Pick Page pop-up window appears.

5. Use one of the following methods to select the first page to be displayed in the script:
   • Select a page from the list and click OK.
   • Click New to add a new first page, and an empty row will be added to the list.
6. Select a Save Session setting for the script.
   • Always. The session record and answers are saved whether the script is completed normally or canceled.
   • Finished. The session record and answers are saved only when the script is completed normally and the agent clicks Finish. This is the default setting.
   • Finished/ Timeout. The session record and answers are saved when the script is completed normally and the agent clicks Finished or when the session times out.
   • Never. The session record and answers for the script are never saved.

     NOTE:  Only answers to questions that are marked Save Answer Table are saved.

7. Create translations for the script title, as described in Translating Pages.
8. Set the other values for the script. See the following table for parameter descriptions.

   The script will be automatically saved.

   Parameter	Description
   Type	Reference field for the application of the SmartScript. Type is used to limit the SmartScripts that display in particular applications, in particular list applets, or are available for searching.
   Jumping allowed	Checking this option allows users of a SmartScript to move in a non-sequential way through the script using the Previous button or using the SmartScript explorer.
   BusComp	SmartScripts that will be invoked from the Script button on the Account, Contact, or Opportunity screens should have this field set to one of those business components. When the Script button is selected, the SmartScript which has the BusComp value equal to the business component of the current view will invoke automatically.
   Description	An explanation for how the SmartScript will be used or its purpose. Used for building indices for searching in SmartScripts.
   Estimated duration	Reference field for how long a script is expected to take to complete.
   Duration In	Units for the estimated duration.
   Organization	Organization in whose members should have access to the script.
   OnCancel Gotoview	View to go to when the Cancel button is selected.
   OnFinish Gotoview	View to go to when the Finish button is selected.

9. Attach other pages to the script. See Adding Pages and Branches to Scripts for details.