Siebel SmartScript Administration Guide > Fundamentals of Creating SmartScripts > Guidelines for Creating SmartScripts >

Script Design Tips

While detailed script design is outside the scope of this guide, use the following general guidelines when you create scripts:

  • Use a conversational writing-style that seems to be part of a natural dialogue between the agent and an interested customer or prospect.
  • Use a flexible script that allows the agent to respond to unforeseen questions, comments, and objections.
  • Use a general script that addresses the needs of all potential customers or prospects, without forcing them into preexisting categories that might not match their needs.
Siebel SmartScript Administration Guide Copyright © 2006, Oracle. All rights reserved.