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How the Customer Dashboard is Populated With Data

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The dashboard must be open to be populated. Once the dashboard is populated, the information will remain in the dashboard until the Clear Dashboard command is executed. During a session, all information populated in the Customer Dashboard is saved and the forward and backward buttons allow you to see the previous or next information populated in the dashboard. You can also configure a button on an applet to update the customer dashboard with information from the selected row. For more information, see Using Siebel VB Script and eScript.

The customer dashboard can be populated with data using any of the following methods:

• Selected Record. You can update the Customer Dashboard from a view by selecting a record and clicking the Update button in the Customer Dashboard. At this time it takes the primary business component for the view and updates the fields with data for this record.
• Communications event. When a user accepts an incoming call, the dashboard is automatically updated with contact information for the caller.
• SmartScript answer. You can configure the Customer Dashboard so that the answer to a question in a SmartScript automatically populates the dashboard.
• Search Center results. When the customer cannot be automatically identified from an inbound call, the user can search for the contact in Search Center and then click the Set Dashboard icon to populate the dashboard with the search results.

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