ATG Knowledge and ATG Self Service are preconfigured with several service-specific scenario actions and events, so that you can use the ATG Adaptive Scenario Engine to create scenarios that respond to user actions within these applications.
In ATG Self Service, you can create scenarios for external users (customers) that respond to user actions and customize the ATG Self Service website for those users.
In ATG Knowledge, you can create scenarios for internal users (agents) based on actions that occur in the ATG Service Center.
In ATG Knowledge, you can also create scenarios based on the external user that customize ATG Service Center for the internal user; for example, when an internal user is working on a customer ticket, you can show the internal user a special offer (based on characteristics of the customer) that they should share with the customer.
