You must understand who the main subject of a scenario is – customer or agent – when you design your offers so that you can configure the slot settings in Service Administration appropriately. The subject of the scenario is also important in determining where the scenario needs to be created; in the Internal ScenarioManager or the regular (external) ScenarioManager. See Understanding Internal and External Profiles for more information.
The table below shows how actions and profile attributes used in a scenario determine whether the main subject of the scenario is the customer or the agent.
If scenario is triggered by: | Then main subject of scenario is: |
customer’s profile attributes | Customer |
customer’s action on the external website | Customer |
agent’s action in ATG Service Center | Agent |
agent’s profile attributes | Agent |
agent’s action in the ATG Service Center AND customer’s profile attributes | Agent |
If the main subject of a slot/scenario combination is a customer, you must use a customer-aware slot. If the main subject of the slot/scenario combination is an agent, you must use an agent-aware slot.
You will indicate that a slot is agent- or customer- aware in the Offer Management Settings page of Service Administration. If the slot is customer-aware you select External Profile in the Add Slot to Panel pop-up. If the slot is agent-aware you select Internal Profile.
It is helpful to give slots descriptive names that indicate whether they are a customer-aware or agent-aware slot. This will help you when trying to select Internal or External Profile in Service Administration.
See Common Use Cases for more examples about when the main subject of the scenario is the agent verses when it is the customer.
