Defining Scripts

This chapter provides an overview of scripts and discusses how to:

• Define PeopleCode functions for scripts.

• Define variables.

• Define actions and action sets.

• Define tokens.

• Define rules and rule sets.

• Define answer sets.

• Define questions and question groups.

• Define rate sets.

• Create scripts.

• Define script trees.

• Validate scripts.

See Also

Running Scripts

Understanding Scripts

A script is a predefined set of questions or statements that are joined together in a specific order and used to gather information from respondents. At runtime, a questioner follows the script and records the respondent's answers. Actions associated with the script can be performed at specific points during the script. Certain applications, such as PeopleSoft CRM for Financial Services, enable self-service users to follow scripts.

This section lists common elements and discusses:

• Script building blocks.

• Branch scripts and linear scripts.

• Questions and question groups.

• Script trees.

• Answer sets, rules, and rule sets.

• Variables and tokens.

• Actions and action sets.

• PeopleCode functions.

• Rate sets and script scoring.

Common Elements Used in this Chapter

Script Building Blocks

To set up a script, define its building blocks in the proper sequence. The following table shows the relationships between script building blocks. The order in which the objects appear provides a possible setup sequence to ensure that all prerequisites are met for each object. You do not necessarily use all objects in every script; you use only the building blocks that support the features that you want to include in the script.

Objects in angle brackets are PeopleTools objects. You define them in PeopleTools rather than on the script pages.

Branch Scripts and Linear Scripts

Scripts can be either branch scripts, which use conditional logic to determine a sequence of questions, or linear scripts, which contain a fixed set of questions in a fixed order.

In a branch script, a script tree shows hierarchical relationships among questions. Questions are parents of answers, which are in turn parents of follow-up questions. Sibling nodes on the tree represent mutually exclusive paths through the script, so questions that are asked depend on the answers provided.

In a linear script, the script tree hierarchy is flat. Questions are parents of answers, but answers have no children. Instead, all questions appear at the same hierarchical level. All questions are asked, and no branching logic is used. The following diagram illustrates the difference between a branch script and a linear script:

Branch script tree and linear script tree

Questions and Question Groups

Scripts consist of questions that a questioner asks a respondent.

Question Types

Four types of questions exist:

• Single selection

  The respondent must choose a single answer from a predefined answer set.

  When you set up a branch script, you can create branches for each possible answer.

• Multiple selection

  The respondent can choose multiple answers from a predefined answer set.

  When you set up a branch script, you can create branches under each answer, but the questioner follows the branches only when the respondent selects a single answer.

• Value input

  No predefined answers exist. The questioner enters the respondent's answer as free-form text. The answer is normally assigned to a variable.

  You cannot create branching logic after a value input question.

• Guide information

  Instead of asking a question, the questioner makes a statement. You typically use guides at the end of a script; for example, to thank the respondent, summarize the conversation, or describe the next steps.

  You cannot create branching logic after a guide information question.

Question Groups

At runtime, the Script Execution page normally displays one question at a time. This restriction is necessary when you incorporate branching logic based on the answers to the questions.

Sometimes, however, it makes sense to present several questions together. For example, on one page, you might group a series of value input questions for gathering demographic information.

Question groups are sets of questions that appear together at runtime. To define a question group, you identify the questions to include.

You cannot use branching logic with a question group.

Script Trees

You define the flow of the script in a script tree, which provides a hierarchical representation of the questions, question groups, and answers that are used when the script runs.

This section discusses the relationships among the types of nodes in the script tree.

Single Selection Questions

Three types of nodes can follow a single selection question:

• Answer nodes

  Answer nodes are required for questions that are associated with static answer sets. Each valid answer is a separate node. You do not have to create nodes for all answers in the answer set, but an answer that does not appear as a node cannot be a valid answer.

• Rule nodes

  Rule nodes follow questions that are associated with dynamic answer sets, but rule nodes are not required for these questions.

  Rules are conditions that are expressed as logical statements; if the condition is met, then the statement is true.

  In a branch script, rule nodes that follow a question create the branching logic that determines the next question. In a linear script, no branching logic is used. Nevertheless, you can use rule nodes to set up actions that are performed after a question is answered.

• Any nodes

  In a branch script, you use an Any node for a transition to the next question when no other branch is available. If no rules follow a question with a dynamic answer set, then an Any node must follow the question.

  An Any node can coexist with answer nodes and rule nodes; the questioner uses the Any branch when none of the answers or rules for the same question have branches of their own.

  In a linear script, which does not use branching logic, an Any node is unnecessary for a single selection question.

Multiple Selection Questions

Two types of nodes can follow a multiple selection question:

• Answer nodes

  These are the same for multiple selection questions as for single selection questions.

  In a branch script, you can include branches for the individual answer nodes. However, if the respondent selects more than one answer, the script follows the Any branch rather than the other branches.

• Any nodes

  In a branch script, an Any node should appear after a multiple selection answer. The Any node is necessary in case the respondent selects more than one answer. The questioner also follows the Any branch when the respondent selects a single answer if that answer does not have a branch.

  In a linear script, which does not use branching logic, an Any node is unnecessary for a multiple selection question.

Value Input Questions

In a branch script, you use an Any node to transition from a value input question to the next question.

In a linear script, a value input question has no child nodes.

Question Groups

Both branch scripts and linear scripts require an Any node for a question group. Without the Any node, the question group displays the questions, but not the possible answers.

Guide Information Questions

Guide information questions are typically the final nodes of branches. They provide a final statement that the questioner uses to end the conversation. Consequently, they have no child nodes. The script does not continue past the guide information question at runtime, even if the question has a child node.

To create a transition from a subscript to a parent script, do not use a guide information question as the final node of a subscript branch. If a subscript branch ends with a guide information question, the system does not return to the parent script when the questioner reaches the end of that subscript branch.

Subscripts

Subscripts are available for branch scripts but not for linear scripts. When you incorporate a subscript into a branch script, you have two options:

• Return to the parent script when the subscript is complete.

  Use an Any node to create a transition from the final subscript node to the next question. End the subscript branches with answers or rules. Do not end subscript branches with guide information questions, which prevent the system from returning to the parent script.

• Do not return to the parent script when the subscript is complete.

Answers, Rules, and Any Nodes

In a branch script, answers, rules, and Any nodes can be followed by questions (of any type), question groups, and subscripts.

In a linear script, answers, rules, and Any nodes do not have any children.

Validation

A script-validation process checks for question groups and questions (other than guide information questions) that do not have child nodes.

Answer Sets, Rules, and Rule Sets

Rules are logical statements that support conditional processing for dynamic answer sets.

Static and Dynamic Answer Sets

Answer sets provide a list of valid answers to a question. There are two types of answer sets:

• Static

  Static answer sets have a fixed list of possible answers. The same set of answers appears regardless of how the respondent answers other questions.

  If a question has a static answer set, when you place the answer set in a script, you can include some or all of the answers in the set as possible answers. Each answer that you include becomes an answer node in the script tree.

  Each of those answer nodes forms a new tree branch that can have its own follow-up question. (You can insert an Any node into the tree, so that the Any branch is followed if the respondent selects an answer without its own follow-up question.)

• Dynamic

  Dynamic answer sets use PeopleCode functions to generate a list of valid answers. Dynamic answer sets can be associated with a single PeopleCode function or, if they are associated with multiple PeopleCode functions, they can apply rules to determine which function to use.

PeopleCode Functions Used in Dynamic Answer Sets

PeopleCode functions that generate a dynamic list of answers must follow these guidelines:

• They must not have any input parameters.

  If the function needs to refer to the script's parent component, it can use the &cmpExecKeyRec component variable for the parent component.

• They must fill an input rowset with the answers.

  This rowset record must have at least one key field.

  If you support multiple languages, you need two rowset records: one for the base language and one for non-base languages.

• They must call the rcInitDyanmicAnswer function in FUNCLIB_SCRIPT.RC_DYNAMIC.

  This function reads the values used to fill the rowset and converts them to dynamic answers.

For example, the following PeopleCode function generates a list of products based on a setID that the respondent selects. This is the GetProduct function, which is used in the delivered script called Products.

REM +----------------------------------------------------------+;
REM | Determine the value of the SETID variable                |;
REM +----------------------------------------------------------+;
&arSetID = GetVariable(&cmpInstanceREC.RC_BS_INSTANCE.Value, "SETID");
   If &arSetID.Len > 0 Then
      &sSetId = &arSetID[1].SCR_VAR_VALUE.VALUE;
 end-if;
REM +----------------------------------------------------------+;
REM | Create the input parameter rowset based on the language  |;
REM | that the script execution page is using and based on     |;
REM | input from the user.                                     |;
REM +----------------------------------------------------------+;
If &cmpInstanceREC.LANGUAGE_CD.Value = "ENG" Then
         &rsDynamic = CreateRowset(Record.RC_DYNAMIC_PROD);
         &rsDynamic.Fill("WHERE SETID = :1", &sSetId);
else
         &rsDynamic = CreateRowset(Record.RC_PROD_LNG);
         &rsDynamic.Fill("WHERE SETID = :1 AND LANGUAGE_CD = :2", &sSetId, &cmp⇒
InstanceREC.LANGUAGE_CD.Value);
       If &rsDynamic.ActiveRowCount = 1 And
               None(&rsDynamic.GetRow(1).RC_PROD_LNG.SETID.Value) Then
            &rsDynamic = Null;
            &rsDynamic = CreateRowset(Record.RC_DYNAMIC_PROD);
            &rsDynamic.Fill("WHERE SETID = :1", &sSetId);
       End-If;
end-if;
REM +----------------------------------------------------------+;
REM | Call the rcInitDynamicAnswer function to create          |;
REM | the dynamic answers                                      |;
REM +----------------------------------------------------------+;
rcInitDyanmicAnswer(&rsDynamic);

Rules and Rule Sets

Rules are logical statements that can be true or false. When a rule is true, its associated processing occurs. Rule sets are groups of rules. Rules must belong to rule sets in order to be used. Scripts use rules and rule sets in two places:

• In a dynamic answer set.

  When multiple PeopleCode functions generate answers for a dynamic answer set, you use rules to determine which PeopleCode function to use. The rules and their associated PeopleCode functions are assigned a sequence, and the PeopleCode function associated with the first true rule generates the answer set.

  You do not explicitly reference rule sets in answer sets. When you prompt for rules, the values are limited to rules that belong to sets. (The rules referenced in the answer set do not need to belong to the same rule set.)

• In the script tree after a question that has a dynamic answer set.

  When you build the script tree, the answers generated using a dynamic answer set do not appear as nodes on the tree. Consequently, they are not available for branching. Instead, you use rules to implement branching after a question with a dynamic answer set.

  When you click the Add Answer button for a question with a dynamic answer set, the system prompts you to identify a rule set. You then select rules in the rule set and use them as rule nodes on the tree. Each rule node is the start of a new tree branch and has its own follow-up question.

Example of a Dynamic Answer Set

Suppose that you want an answer set that consists of different product names. You sell products under different brand names in different regions, so you need a dynamic answer set that generates different lists of products depending on the respondent's region. You can set up a dynamic answer set with parameters similar to the ones in the following table.

Note. This scenario illustrates the use of a dynamic answer set. In practice, you would instead use a PeopleCode function that evaluates the region and derives the product list accordingly.

Variables and Tokens

Two types of variables are used in scripts: standard variables and tokens.

Standard Variables

Standard variables are based on the respondent's answer to a question. (Alternatively, you can use PeopleCode to set the value of a variable.)

Use variables to store answers to questions, so that answers can be referenced later in a script. You can do this to personalize subsequent questions (by referencing the variable from a token), or for processing logic (by referencing the variable from a rule or an action). It is not necessary to use variables for all questions, only to those with answers that you want to reference later in the script.

Tokens

Instead of conditional processing, you can use tokens in questions. For example, a token can represent a respondent's name, so that the questioner can address the respondent by name.

You cannot incorporate tokens into guide text questions.

There are three ways to set a token value:

• Use a standard variable.

• Use a component interface method.

  PeopleSoft provides the RC_TOKEN_CI component interface for creating methods that set a token value. You can use the RC_TOKEN_CI component interface to hold all the code that resolves tokens.

• Use a PeopleCode function.

  When you use a PeopleCode function to resolve a token, the function must assign a value to the &sNewTokenValue component variable. When the system resolves the token, it runs the PeopleCode function and then uses the value of the &sNewTokenValue variable as the token value.

  All PeopleCode functions used in scripts are called from a function-name evaluation program in FUNCLIB_BRSCR.RC_PC_FUNCTION.fieldformula. Because a limited number of PeopleCode functions can be evaluated, use the component interface method to programmatically set token values.

Sample Code for Tokens

The following PeopleCode function can be used when the script's parent component is a case. The function retrieves the case contact's name based on the case ID and business unit. The value is assigned to the &sNewTokenValue variable.

&If &cmpExecKeyRec.Name = "RC_CASE" Then
     SQLExec("SELECT A.NAME FROM PS_RD_PERSON_NAME  A, PS_RC_CASE B WHERE B.CASE_⇒
ID = :1 AND B.BUSINESS_UNIT = :2 AND A.PERSON_ID = B.CASE_CONTACT", &cmpExecKey⇒
Rec.CASE_ID.Value, &cmpExecKeyRec.BUSINESS_UNIT.Value, ​&sNewTokenValue);
   End-If;

The next sample uses the component interface method. Note that the value is not assigned to a variable.

Function GetCaseContact() Returns string 
   If &cmpExecKeyRec <> Null Then
      If &cmpExecKeyRec.Name = "RC_CASE" Then
         SQLExec("SELECT A.NAME FROM PS_RD_PERSON_NAME  A, PS_RC_CASE B WHERE⇒
 B.CASE_ID = :1 AND B.BUSINESS_UNIT = :2 AND A.PERSON_ID = B.CASE_CONTACT", &cmp⇒
ExecKeyRec.CASE_ID.Value, &cmpExecKeyRec.BUSINESS_UNIT.Value, &sContact);
      End-If;
   End-If;
   Return &sContact;
End-Function;

Actions and Action Sets

Use actions in scripts to enable the questioner and the system to perform activities other than asking questions and recording answers. Action sets are groups of actions that are performed at the same time. When you incorporate actions into a script, you must prompt for an action set rather than individual actions.

Action Types

Actions can initiate three types of processes:

• PeopleCode (type PeopleCode).

• A component interface method (type CI Method).

  For example, when a troubleshooting guide provides a successful solution to a case, a component interface action can update the case status. By using a component interface to update the data, you ensure that all applicable component processing occurs.

• Transfer to a specified page (type Transfer).

  Certain scripts require transfer actions. For example, troubleshooting guides enable support personnel and help desk agents to identify solutions for cases. By setting up a transfer action to the RC_USE_SOLUTION page, a script enables the questioner to review the Solution page and apply it to a case. (The RC_USE_SOLUTION page is delivered specifically for this purpose; it is not available through menu navigation.) For scripts that you make available to self-service users, use the RBT_FAQ_PG_SS page to display solutions.

To use a component interface or transfer action, you must instantiate the keys to the underlying component. When you define the action, you can specify a variable or constant as the key. Alternatively, you can select the Called Component check box to set the key values to the values of the identically named fields in the search record of the script's parent object.

Note. To set up actions, you need to be familiar with PeopleTools object names and other technical features of the system.

Action Runs

Always run actions as part of action sets. You can run an action set in two ways:

• Automatically

  The system performs the action set when the event occurs.

• Manually

  The questioner initiates the actions in the action set by clicking a button that appears when the event occurs.

Regardless of whether action sets are run automatically or manually, all actions are run together in a sequence that you specify. Include no more than one transfer action per action set, and make sure that the transfer action occurs last. Once the transfer occurs, subsequent actions do not run.

Action Usage Within Scripts

Actions can be associated with the following events.

PeopleCode Functions

You can use PeopleCode functions in scripts to:

• Dynamically generate an answer set.

• Perform an action.

• Set the value of a token.

For the function to run within a script, you need to:

• Identify the function on the PeopleCode Function page.

• Add function-specific code to the FUNCLIB_BRSCR.RC_PC_FUNCTION.FieldFormula PeopleCode.

When you set up the function on the PeopleCode Function page, you can generate an output file with the code to add to the FUNCLIB_BRSCR.RC_PC_FUNCTION.fieldformula PeopleCode. You can then copy and paste the code from the output file into this PeopleCode program. This requires familiarity with PeopleSoft Application Designer.

Rate Sets and Script Scoring

Scripts have a scoring system to assign a numerical rating to a set of script responses. Rate sets associate text descriptions with scoring ranges. For example, in a lead qualification script, the score can measure the lead's potential, and the text description might qualify the score as hot, warm, or cold.

Script Scores

The script score is based on score for each selected answer, as well as the weighting of each question.

The system performs the following steps to determine the overall script score:

1. It adds the weights for all questions in the script.

2. It calculates the weight factor for each question by dividing the weight of the question by the sum of all question weights.

3. It determines the base score for each answer that the respondent gives.

4. It calculates a final score for each answer by multiplying the base score by the question's weight factor.

5. It calculates an overall script score by adding the final scores for each answer.

For example, consider a script where the respondent answers six questions. Three questions have a weight of 1, two have a weight of 2, and one has a weight of 3. The total of all the weights is 10 (that is, 1 + 1 + 1 + 2 + 2 + 3 = 10). Therefore, the score for each of the questions with a weight of 1 is multiplied by a weight factor of .1, the score of each of the questions with a weight of 2 is multiplied by a weight factor of .2, and the score of the question with a weight of 3 is multiplied by a weight factor of .3.

This example is illustrated in the following table. The score for the entire survey is the sum of the weighted scores for all questions that the respondent answers.

Script Ratings

Script ratings are text descriptions associated with specific score ranges.

Defining PeopleCode Functions for Scripts

To define PeopleCode functions for scripts, use the PeopleCode Function (RC_BS_FUNCTION) component.

This section discusses how to define PeopleCode functions for scripts.

Page Used to Define PeopleCode Functions for Scripts

Defining PeopleCode Functions for Scripts

Access the PeopleCode Function page (Set Up CRM, Common Definitions, Process Automation, PeopleCode Function, PeopleCode Function).

To use this page, you must already have created the function in PeopleCode.

Note. The PeopleCode function is not fully activated until you incorporate the generated code into the FUNCLIB_BRSCR.RC_PC_FUNCTION.fieldformula PeopleCode.

Defining Variables

To define variables, use the Variable (RC_VARIABLE) component.

This section discusses how to create variables.

Note. You can reference variables in question definitions, rule definitions, and action definitions.

Page Used to Define Variables

Creating Variables

Access the Variable page (Set Up CRM, Common Definitions, Process Automation, Variable, Variable).

Variable Name	Enter a descriptive name for the variable. Use a unique name, because the variable ID does not appear on the Variable page. The name is not editable.
Type	Select the type of data that the variable represents. Options are Array, Integer and String. Dates and decimal numbers must be stored as strings.
XML Tag	Enter the XML tag that identifies this variable. The Financial Services industry solution uses XML tags.
Attribute Label	If the variable is associated with an attribute field, select the associated attribute. Selecting an attribute enables processing based on the value of the attribute. For example, you can use an action to enter the value into the appropriate attribute field.

See Also

Configuring Attributes

Defining Actions and Action Sets

To define actions and action sets, use the Action (RC_BS_ACTION_PNLG) and (RC_BS_ACTIONSET) Action Set components.

This section lists a prerequisite and discusses how to:

• Create actions.

• Create action sets.

Prerequisite

Before defining actions, you must create the PeopleCode functions or component interfaces that perform the actions. For PeopleCode actions, define the function on the PeopleCode Function page. For component interface actions, create the component interface in PeopleSoft Application Designer.

Pages Used to Define Actions and Action Sets

Creating Actions

Access the Action page (Set Up CRM, Common Definitions, Process Automation, Action, Action).

Broadcast	Select the type of action. Options are PeopleCode, CI Method, and Transfer. The fields on the page change depending on the Broadcast action type.
Function Name	If the Broadcast action type is PeopleCode, select the PeopleCode function that runs the action.
CI Name (component interface name) and Method	If the Broadcast action type is CI Method, select the component interface and method that run the action. Indicate whether the method is a Create method or a Get method.
Menu Name, Bar Name, Item Name, and Page Name	If the Broadcast action type is Transfer, enter the complete navigation to the page that the system displays to the user. Enter the PeopleTools object names for the menu, the menu bar, the menu item (the component), and the page.

Instantiated Keys

If the value in the Broadcast field is Transfer or CI Method, the following fields appear. The system creates a row for each key field that requires a value before the system can access the component referenced by the transfer action or the component interface.

Method Parameters

If the Broadcast action type is PeopleCode or CI Method, the following fields appear. Enter a row of data for each parameter. For actions of type PeopleCode, the system validates the number of rows based on the number of parameters specified for the function on the PeopleCode Function page. The system does not validate the number of parameters for a component interface method, so be sure to define the correct number of parameters, or else the component interface method will fail.

See Also

Enterprise PeopleTools 8.50 PeopleBook: PeopleSoft Component Interfaces

Enterprise PeopleTools 8.50 PeopleBook: PeopleCode API Reference

Enterprise PeopleTools 8.50 PeopleBook: PeopleSoft Application Designer Developer's Guide

Creating Action Sets

Access the Action Set page (Set Up CRM, Common Definitions, Process Automation, Action Set, Action Set).

Action triggered automatically

Select if the action occurs automatically when the script reaches the node with which the action is associated. The system does not use this setting when action sets are associated with rule nodes in a script. Actions associated with rule nodes always run automatically when the questioner accesses the question that follows the rule.

Actions

Defining Tokens

To define tokens, use the Token (RC_TOKEN) component.

This section lists a prerequisite and discusses how to create tokens.

Note. Token variables can be referenced by question and script definitions.

Prerequisite

Before you define a token, you must define the mechanism for setting the token value. You can:

• Define a component interface in PeopleTools.

• Define a PeopleCode function on the PeopleCode Function page.

• Define a variable on the Variable page.

Page Used to Define Tokens

Creating Tokens

Access the Token page (Set Up CRM, Common Definitions, Process Automation, Token, Token).

Component Interface	Select to use a component interface to set the token value. Enter the name of the component interface and method that set the token value.
PeopleCode Function	Select to use a PeopleCode function to set the token value. Enter the name of the function that sets the token value.
Variable	Select to use a script variable as the token value. Enter the name of the variable that sets the token value.

Defining Rules and Rule Sets

To define rules and rule sets, use the Rule (RC_RULE_PLNG) and Rule Set (RC_RULE_SET) components.

This section discusses how to:

• Define rules.

• Define rule sets.

Pages Used to Define Rules and Rule Sets

Defining Rules

Access the Rule page (Set Up CRM, Common Definitions, Process Automation, Rule, Rule).

Not	Select to create a negative condition.
Left ( and Right )	Select the left and right parentheses to group conditional clauses within the rule.
Variable ID	Each rule condition has two Variable ID fields. In the first one, select the variable that the system evaluates to determine whether the condition is true. Make sure that the variable will be set by the time the system evaluates the rule. To compare the first variable to another variable, select a value in the second Variable ID field. Leave the second Variable ID field blank if the system compares the first variable to a constant.
Operators	Select an operator to evaluate the variable in the first Variable ID field. The following comparison operators are available: equals, does not equal, is less than, is less than or equal to, is greater than, is greater than or equal to.
Bind Value	To compare the variable in the first Variable ID field to a constant, leave the second Variable ID field blank and enter the constant in the Bind Value field.

Defining Rule Sets

Access the Rule Set page (Set Up CRM, Common Definitions, Process Automation, Rule Set, Rule Set).

Rule Name

Add a row for each rule in the rule set, and select the rule's name here.

Defining Answer Sets

To define answer sets, use the Answer Set (RC_ANSWER_SET) component.

This section lists prerequisites and discusses how to:

• Create answer sets.

• Derive answers from queries.

Prerequisites

For dynamic answer sets, define the PeopleCode functions that generate the answers and the rules that determine which PeopleCode function to use.

Pages Used to Define Answer Sets

Creating Answer Sets

Access the Answer Set page (Set Up CRM, Common Definitions, Process Automation, Answer Set, Answer Set).

Answer Set Detail

Answer Choices

On the Answer Details tab, list the available answer choices.

Rules

Select the Rules Detail tab.

Deriving Answers from Queries

Access the Derive Answers page (click the Derive Answers button on the Answer Set page).

Record Name	Enter the record to query.
Answer Field	Enter the field whose values appear in the answer set—that is, the field that corresponds to the Select clause of a SQL statement.

Filter Information

The filter information corresponds to the Where clause in a SQL statement. If you include multiple rows of data (multiple clauses), the system handles them as if they are joined by the And operator.

Derived Answers

This group box displays the values that meet the filter criteria.

Defining Questions and Question Groups

To define questions, use the Question (RC_QUESTION) component. To define question groups, use the Question Group (RC_QUESTION_GRP) component.

This section lists prerequisites and discusses how to:

• Define questions.

• Define question groups.

Prerequisites

Before you define questions and question groups, you may need to create other definitions, depending on the questions. You may need to define:

• Answer sets.

• Variables that are assigned to answers.

• Tokens included in the question text.

Pages Used to Define Questions and Question Groups

Defining Questions

Access the Question page (Set Up CRM, Common Definitions, Process Automation, Question, Question).

Question Type	Select the type of question. Options are Guide Information, Multiple Selection, Single Selection, and Value Input.
Variable Name	If applicable, enter the variable assigned to the answer.
Weight of Question	Enter the weight of the question for scoring purposes. Do not enter a question weight for value input fields, because scores are not associated with value input answers.
Guide	If you select Guide Information for the question type, enter the guide text.
Question Hint	Enter additional text for the questioner.
Question	Enter the question text. If the question is a value input question, the question text appears as the label for the field where the questioner enters the respondent's answer. Phrase the question exactly as the questioner reads it to the respondent.
Answer Set Name	Select an answer set. This field is available for single and multiple selection questions, but not for value input questions.
Display Token or Hide Token	Click to display or hide the list of available tokens. It is not available if the selected question type is guide information.
Available Tokens	Displays a list of tokens that you can use in the question. To use a token, enter the token name in with the question text, or drag and drop a token name from the available tokens list into the question text. Token names are enclosed in curly brackets ( {} ) both in the available tokens list and when you incorporate them into question text. The system reads text in curly brackets as a token name, so use curly brackets only to indicate tokens.

Defining Question Groups

Access the Question Group page (Set Up CRM, Common Definitions, Process Automation, Question Group, Question Group).

Status

Select the status of the question group. Options are Active and Inactive. This field determines whether you can include the question group in a script. You cannot change the status to Inactive after a question group is used in a script.

Questions

Select the Questions tab.

Related Answer Sets & Variables

Select the Related Answer Sets & Variables tab.

The system displays the answer set name and variable name associated with each question on the Questions tab.

Defining Rate Sets

To define rate sets, use the Rate Set (RC_RATE_SET) component.

This section discusses how to define rate sets.

Page Used to Define Rate Sets

Defining Rate Sets

Access the Rate Set page (Set Up CRM, Common Definitions, Process Automation, Rate Set, Rate Set).

Rate Value	Enter text to describe each numerical score.
Score	Enter the minimum score associated with the rating. The lowest score must be 0.

Creating Scripts

To create scripts, use the Script (RC_BSCRIPT) component. This section discusses how to create scripts.

Pages Used to Create Scripts

Creating Scripts

Access the Script page (Set Up CRM, Common Definitions, Process Automation, Script, Script).

Script Detail

Rating Detail

Script Actions

Exit Message

See Also

Script Types

Defining Script Trees

This section discusses how to:

• Add nodes.

• Configure nodes.

• Modify nodes.

• Delete nodes.

• Create new script objects.

• Test scripts.

• Clone scripts.

Page Used to Define Script Trees

Adding Nodes

Access the Script Tree page (Set Up CRM, Common Definitions, Process Automation, Script, Script Tree).

Nodes in Branch Scripts

To add a node to a branch script:

1. Select the node under which the new node should be added.

2. Click the button for the type of node that you are adding.

   Different buttons are available depending on the selected node. The following table summarizes the available buttons:

   Selected Node	Add Answer or Rule	Add an Any Node	Add a Question	Add a Question Group	Add a Subscript
   Question	Y	Y	-	-	-
   Question Group	-	Y	-	-	-
   Subscript	-	Y	-	-	-
   Script	-	-	Y	Y	-
   Answer or Rule	-	-	Y	Y	Y
   Any node	-	-	Y	Y	Y

   After you click the button, a group box appears with the fields specific to the new node type.

   Note. Answers and rules use the same icon. However, rules are not equivalent to answers. Rules represent branching logic following a question whose answers are dynamically generated.

3. Enter information specific to the type of node.

   See Configuring Nodes.

4. Click the Add <Node Type> button.

   The button name varies depending on the type of node that you are adding.

   Clicking this button does not save the component; it updates the script tree with the new node information.

   Alternatively, click the Cancel button to cancel the new node. You also cancel the changes if you navigate to another node (or another page) without clicking the Add <Node Type> button.

Nodes in Linear Scripts

To add a node to a linear script:

1. Select an existing node.

   If the selected node is the script's root node, the new node is appended to the end of the script.

   If the selected node is an existing question or question group, the new node is inserted before the node.

   If the selected node is an answer, a rule, or an Any node, you cannot add a new node. (You can't insert a node after an Any node because linear scripts do not incorporate branching logic. Nevertheless, you must still insert an Any node after a question group; without the Any node, the script does not run properly.)

2. Click the button for the type of node that you are adding.

   Different buttons are available depending on the type of node that you selected. The following table summarizes the available buttons:

   Selected Node	Add Answer or Rule	Add an Any Node	Add a Question	Add a Question Group
   Question	Y	Y	Y	Y
   Question Group	Y	Y	Y	Y
   Script	-	-	Y	Y

   After you click the button, a group box appears with the fields specific to the new node type.

   Note. Answers and rules use the same button. However, rules are not equivalent to answers. Rules represent branching logic following a question whose answers are dynamically generated.

3. Enter information specific to the type of node.

   See Configuring Nodes.

4. Click the Add <Node Type> button.

   The button name varies depending on the type of node that you are adding.

   Clicking this button does not save the component; it updates the script tree with the new node information.

   Alternatively, click the Cancel button to cancel the new node. You also cancel the changes if you navigate to another node (or another page) without clicking the Add <Node Type> button.

Configuring Nodes

Access the Script Tree page.

Question Nodes

To configure a question node:

1. Enter the question name.

2. (Optional) Enter an action set name.

   The action set includes actions that run when the questioner reaches the question.

3. Click the Add Question button or the Update Node button to update the tree.

Question Group Nodes

To configure a question group node:

1. Enter the group name.

2. (Optional) Enter an action set name.

   The action set includes actions that run when the questioner reaches the question group.

3. Click the Add Question Group button or the Update Node button to update the tree.

   Note. You must insert an Any node after every question group node.

Configuring Any Nodes

To configure an Any node:

1. (Optional) Enter an action set name.

   The action set includes actions that run when the questioner reaches the question that follows the Any node.

2. Click the Add Any button or the Update Node button to update the tree.

Subscript Nodes

To configure a subscript node:

1. Enter the setID, script name, and effective date of the subscript.

2. (Optional) Enter an action set name.

   The action set includes actions that run when the questioner reaches the first question of the subscript.

3. Click the Add Script button or the Update Node button to update the tree.

Answers

To add answers:

1. Review the answers in the default answer set.

   When you click the Add Answer button for a question that is associated with a static answer set, the Answer Set Information group box displays the answer set name that is associated with the question.

   Click the Answer Set Detail link to review or modify the answer set definition in a new browser window.

2. Select the answers to add to the tree.

   The Answers grid lists each answer value in the answer set.

   Use the Select check box to select the answers to include in the tree.

3. (Optional) Enter an action set name for one or more selected answers.

   Each answer is individually associated with an optional action set. The actions in an action set run (or are available to be run manually) when the questioner selects the associated answer.

4. Click the Add Answers button or the Update Node button to update the tree.

   Each selected answer is added to the tree.

   To add more answers (if you didn't add an entire answer set), click the Add Answer button again.

Rules

To add rules:

1. Select a rule set name.

   When you click the Add Answer button for a question that is associated with a dynamic answer set, the Rule Set Information group box appears.

   Click the Rule Set Detail link to review or modify the rule set definition in a new browser window.

2. Review the list of rules in the rule set.

   When you select a rule set, the Rules grid shows each rule name in the rule set.

3. Select the rules to add to the tree.

   Use the Select check box to select the rules to include in the tree.

4. (Optional) Enter an action set name for one or more selected rules.

   Each rule is associated with an optional action set. The actions in the action set run if the rule is true. Actions associated with rules run automatically, regardless of whether the Action Triggered Automatically check box is selected on the Action Set page. These rules run when the questioner moves to the question that follows the rule.

5. Click the Add Rules button or the Update Node button to update the tree.

   Each of the selected rules is added to the tree as a rule node.

   To add more rules (if you didn't add the entire rule set), click the Add Answer button.

Modifying Nodes

Access the Script Tree page.

Existing Nodes

To modify an existing node:

1. Select the node.

   A group box appears with the fields specific to the node type.

2. Modify the information in the group box.

   The fields in the group box vary according to the type of node, but normally you change only the action set associated with the node.

3. Click the Update Node button to update the selected node based on the modifications.

   Clicking this button does not save the component; it updates the script tree with the new node information.

   Alternatively, click the Cancel button to cancel your changes. You also cancel the changes if you navigate to another node (or another page) without clicking the Update Node button.

Deleting Nodes

Access the Script Tree page.

To delete a node:

1. Select the node.

2. Click the Delete the Current Node button next to the selected node.

   Clicking this button deletes the current node and all of its children. However, the root node is never deleted. The button is available for any type of node.

Creating New Script Objects

Access the Script Tree page.

To create a new script object as you build the script tree:

1. Access the configuration group box for a node.

   The group box appears when you add a new node or select an existing node.

2. Click the Create <Object Type> button.

   The name of the button depends on the type of object that you are configuring. The button is available when you work with questions, question groups, answer sets, and rule sets. It is not available when you work with scripts (either the root node or a subscript) or with Any nodes.

   When you click the button, the system opens a new browser window with the page where the object is defined.

3. Create the object.

   Define the object, save it, and then close the new browser window to return to the Script Tree page.

Testing Scripts

Access the Script Tree page.

To preview and test a script:

1. In the Select Action field, select either Execute Script or Execute Self-Service.

2. Click the Go button to run the script in the selected mode.

   Note. The variables that come from an underlying component (for example, case-specific variables) do not work in test mode, because the underlying component is not available.

3. When testing is complete, click the Return to Tree Definition link on the Execute Script page.

Cloning Scripts

To clone a script:

1. In the Select Action field, select Clone Script.

2. Click the Go button.

   The Clone Script page appears.

3. Enter the setID and name for the new script.

   The new script inherits the effective date of the original script.

4. Click the Clone Script button.

   The system creates the new script.

   Access the new script by clicking Return to Cloned Script or return to the original script by clicking Return to Define Tree.

Validating Scripts

This section discusses how to validate scripts.

Page Used to Validate Scripts

Validating Scripts

Access the Script Validation page (Set Up CRM, Common Definitions, Process Automation, Script, Script Validation).

Rule 1	Select to verify that all single selection questions in the script are followed by at least one branch. Single selection questions should be followed by a node for each possible answer. Single selection nodes can also be followed by an Any node.
Rule 2	Select to verify that all multiple selection questions in the script are followed by at least one branch. Multiple selection questions should be followed by a node for each possible answer and, unless the question is the final question in a branch, by an Any node.
Rule 3	Select to verify that all question groups in the script are followed by another branch. The only node that can follow a question group is an Any node.
Rule 4	Select to verify that all value input questions in the script are followed by another branch. The only node that can follow a value input question is an Any node.
Validate Script	Click to validate the script. If there are validation errors, they appear in the Validation Result grid.