PeopleSoft CRM 9.1 Automation and Configuration Tools PeopleBook

Running Scripts

This chapter provides an overview of script types and script actions and discusses how to:

Run scripts.
Run scripts on self-service pages.

Understanding Script Types and Script Actions

Scripts are standardized sets of questions that you can ask customers. Scripts can incorporate branching logic so that the answer to a question or the value of a variable controls which question appears next.

This section discusses:

Script types.
Script actions.

Script Types

The script type classifies the script according to its business purpose and, in some situations, determines which transactional pages can access the script. The documentation for components that offer access to scripts provides component-specific information about the fields that launch scripts.

Script types include:

Customer satisfaction.

You can associate these scripts with cases, leads, opportunities, and Telesales campaigns.

This is the most general script type. It is not limited to customer satisfaction surveys. You can use it to gather any type of information from a respondent.
Lead qualification.

You can associate these scripts with cases, leads, opportunities, Telesales campaigns, and products.

When you associate a lead qualification script with a product, you can use the script as an upsell or cross-sell script. When an agent creates a case for a product that has a lead qualification script (and when the upsell event processing criteria for the call center business unit are met), the Upsell button on the case toolbar flashes to alert the agent to the script's existence. The agent can click the Upsell button to launch the script.
Troubleshooting guide.

You can associate these scripts with cases and service orders.

Users select troubleshooting guides on the Related Actions page of the Case component or the Service Order component. Also, the Solution Advisor feature searches for troubleshooting guides that relate to cases. Typically, these scripts gather information about a problem and then display a suggested solution to the user.

You can also make troubleshooting guides available to self-service users.

See Troubleshooting Guide and FAQ Configuration.

These additional script types are not currently available for use:

Product advisor
Configure order
Contact questionnaire

Note. In Telesales campaigns, you identify a script on the Campaign Details - Wave page, but you run it on the Call Prospect page. The only script available on the Call Prospect page is the outbound script for the campaign wave.

Script Actions

Script actions enable you to perform script-related tasks other than asking questions and recording answers. Actions can run behind-the-scenes processing or, if they are transfer actions, they can provide access to a different component. Transfer actions are especially useful in troubleshooting scripts, which typically provide access to a solution page that suggests a solution to a problem.

Actions can be run manually or automatically, depending on how the script is defined. Whenever an action can be run manually, the button that initiates the action flashes next to the corresponding question or answer.

Running Scripts

This section discusses how to:

Run scripts.
Add script comments.

Pages Used to Run Scripts

Page Name	Definition Name	Navigation	Usage
Execute Script	RC_BS_EXECUTE_MAIN	Set Up CRM, Common Definitions, Process Automation, Script, Script Tree Select Execute Script in the Select Action field and click the Go button. Run a script from a transactional page.	Run any type of branch script.
View Comments	RC_BS_COMMENT	Click the View Comments button on the Execute Script page.	Add general comments that pertain to a selected script, and view a summary of all general script comments and question comments.
View Variables	RC_BS_VARIABLE_PG	Click the View Variables button on the Execute Script page or the Execute Script (self-service) page.	View the values assigned to variables based on the script answers that you enter.

Running Scripts

Access the Execute Script page (Set Up CRM, Common Definitions, Process Automation, Script, Script Tree, then select Execute Script in the Select Action field and click the Go button).

Script Information

Status	Displays script status. Values are: Started: You have not saved the script. Processing: You saved the script at least once, but you did not click the Complete button. You can still change existing answers and record new answers. Completed: You clicked the Complete button. You cannot change answers once a script is complete.
Score and Rating	Displays the score and rating for the script, based on the recorded answers.
Language	Select the language of the script. Changing the language setting does not change the language of the field labels; it changes only the language of the questions, answers, action descriptions, and guide text (if the text is available in the selected language). Changing the language enables you to ask a respondent questions in the respondent's own language without changing the language of the page elements on the Branch Script page.
View Variable	Click to access the View Variables page, where you can view a list of the values that have been assigned to variables based on the respondent's answers.
View Comment	Click to access the View Comments page, where you can record a comment for an instance of the script. Record question-specific comments in the Comments field. Use script comments only for comments that apply to the script as a whole.

Script Responses

The grid on the left side of the page lists the questions that have been answered. The following icons appear next to the questions and answers.

	Click the Return to Question icon to return to the selected node. Returning to an earlier question does not clear responses to subsequent questions. However, if you change the answer to a previously asked question, the system clears all subsequent answers.
	Appears next to the question text. When a script includes a question group, each question in the group appears separately.
	Appears next to the respondent's answer. For multiple selection questions, the icon appears next to multiple answers.

Question and Answer Controls

The group box on the right side of the page indicates the script name and displays the current question. It displays the following information:

If the node is a single or multiple selection question, the question text appears with a list of possible answers.

Radio buttons indicate a single selection question; check boxes indicate a multiple selection question.
If the node is a value input question, the question text appears with a field where you enter the response.
If the node is guide information, only the text appears.
If the node is a question group, all the questions in the group appear in sequence.
If there is hint text for the question, the hint text appears in light gray.

	Click to run an action manually. The nature of the action determines the result. If the action opens another page, the system saves the script before opening the new page.
Comment	Record the respondent's additional comments.
Previous and Next	Click to access the previous or next node in the script.
Update Answer	For questions that do not have follow-up questions, click this button instead of the Next button. If you change an answer to the question, click this button to register the change.
Save	Click to save changes without returning to the originating component.

Controls for Exiting the Page

Complete	Click to save the script answers, mark the script complete, and return to the originating page. You cannot change answers or ask additional questions after you mark the script complete.
Save for Later	Click to save the script answers and return to the originating page without marking the script complete. When you click this button, the system runs any actions in the action set specified in the Incomplete Script Action field on the Script page. When you return to the script, you can continue to record and change the answers.
Return to <Originating Page>	Click to return to the page where you started the script. The system saves the changes, but it does not run the action set for incomplete scripts.

Adding Script Comments

Access the View Comments page (click the View Comments button on the Execute Script page).

Comment

Enter a new script comment in this field.

View Comments

Click to add a comment to the Comments grid.

Comments

This grid displays both general script comments (which you add on this page) and question-specific comments (which you add on the Execute Script page).

Comment Type	Displays the source of the comment. Values are Script and Question.
	Returns to the question (on the Execute Script page) that is associated with the comment (if at all).
Comment	Displays the full text of the comment.
Question	For question-specific comments, displays the full text of the related question.
	Click to delete an existing comment.

Running Scripts on Self-Service Pages

This section discusses how to:

Run self-service scripts.
View script responses.
Add script comments.

Pages Used to Run Scripts on Self-Service Pages

Page Name	Definition Name	Navigation	Usage
Execute Script (self-service)	RC_BS_SELF_CONFIG	Set Up CRM, Common Definitions, Process Automation, Script, Script Tree Select Execute Self-Service in the Select Action field, and click the Go button. Run a script from a transactional page.	Enable self-service users to work with a single question in the script.
View Responses (self-service)	RC_BS_SELFRESPONSE	Click the View Responses link on the Execute Script (self-service) page.	Enable self-service users to review responses that have already been recorded.
View Comments (self-service)	RC_BS_COMMENT_SS	Click the View Comments link on the Execute Script (self-service) page.	Enables self-service users to add general script comments and to view a content summary grid that includes both script comments and question-specific comments.

Running Self-Service Scripts

Access the Execute Script (self-service) page (Set Up CRM, Common Definitions, Process Automation, Script, Script Tree, then select Execute Self-Service in the Select Action field, and click the Go button).

Except for minor differences in format, this page is identical to the part of the standard (internal) Execute Script page that displays questions and answers.

The View Variables link appears only in test mode—that is, when this page is accessed from the Script Tree page. Self-service users do not see the link.

Viewing Script Responses

Access the View Responses (self-service) page (click the View Responses link on the Execute Script [self-service] page).

Except for minor differences in format, this page is identical to the part of the standard page that displays the response history.

Adding Script Comments

Access the View Comments (self-service) page (click the View Comments link on the Execute Script [self-service] page).

This page functions the same as the standard View Comments page.

Comment	Enter a new script comment in this field.
View Comments	Click to add a comment to the Comments grid.