Using Service Request Scripts
Your company administrator might have set up the assessment scripts to help you to gather information about the service requests (Call Scripts), or to assess the customer satisfaction levels (Customer Satisfaction Surveys). An assessment script consists of a series of questions that you use to collect customer data. Your responses are scored, assigned a weight, and compared with a specified threshold to determine the appropriate outcome or course of action.
Before you begin. To use assessment scripts, your user role must be set up to allow access to the assessment records. For more information about the required settings, see About Assessment Scripts.
To use a service request script
The Service Request Detail page appears again. Depending on the outcome of the script, some of the fields on the record might have been automatically updated.
|Published 5/4/2012||Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.|