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Siebel Call Center User Guide > Campaigns and SmartScripts >

Making Offers Using SmartScripts

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This section describes how to use a SmartScript to communicate campaign offers during a campaign call. When a SmartScript is launched, the SmartScripts Explorer view appears. To use this feature, the agent asks the customer a series of questions that appear on the agent's screen. After recording each answer, the agent clicks the Next button and proceeds to the next question. The most current question is highlighted in the left pane of the Explorer window.

Markings in the Explorer window indicate the following:

The red asterisk indicates a required field.
The question mark means that the question is optional.

NOTE:  If you are interrupted while using a SmartScript, you can save the script by clicking Finish Later. You can resume the script at a later time by navigating to the SmartScripts > My Saved Sessions view, selecting the session, and clicking Resume. If you change to another screen or view while running a SmartScript, the application remembers the last active question when you return to the script.

The following procedure initiates the use of a SmartScript from the Campaign Overview view. SmartScripts can also be started from the Campaign Contacts/Prospects view or the SmartScripts screen.

For information about creating SmartScripts, see Siebel SmartScript Administration Guide.

NOTE:  The Language field for the SmartScript determines which language the script runs on. If no language is selected then the system defaults to the application default language.

To use a SmartScript during a campaign call

Navigate to the Overview view of the Campaigns screen, and select the appropriate campaign and contact or prospect.

For more information, see To make an outbound campaign call or To answer an inbound campaign call.

In the Overview list, click Script to access the SmartScript associated with the campaign.
In the SmartScript Explorer view, read the bold text aloud, complete each field based on the contact's or prospect's response, and then click Next.

The information you enter is stored in locations that depend on how your SmartScript is configured. Consult your Siebel administrator for information about whether you need to record additional response information, or if the use of the SmartScript is adequate.

When you are finished asking questions, click Finish to return to the Campaign Overview view.
Depending on the type of campaign you are participating in, refer to the appropriate procedure for recording the caller's response to the campaign:
If the campaign Type is Opportunity, see To create a campaign opportunity record for information about how to record a campaign response that represents a sales opportunity.
See To record a brief campaign response for information about how to record a campaign response that does not represent a sales opportunity.
If the campaign Type is Response, see To create a campaign opportunity record for information about how to record a campaign response that represents a sales opportunity.
See To create a detailed campaign response record for information about how to record all other campaign responses.

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