When creating your scenarios, there are three actions that you will use:
Add Item to Slot
Add Item to Slot for Customer
Add Promotion to Customer’s Profile
The two that you will use most often are Add Item to Slot and Add Item to Slot for Customer. Add Item to Slot is commonly used in scenarios, regardless of whether you are using ATG Service. Add Item to Slot for Customer was created expressly for use with offer management in ATG Service. Add Promotion to Customer’s Profile is the third action you will commonly use with offer management. All three are described in detail below.
Add Item to Slot – this action allows you to specify which content to add to which slot. It requires you to specify the slot name and the specific content that should be populated. Because the slot name is referenced in this scenario action, you must create your slots before creating the scenarios. Use this action whenever the subject of the scenario matches the target of the content. For example, if the agent’s profile is driving the scenario and the content is for the agent, use Add Item to Slot.
Add Item to Slot for Customer – this action is almost identical to Add Item to Slot; however it should only be used in the ATG Service Center when the agent’s profile or actions in the UI are driving the scenario, but the resulting content is targeted to the customer being helped. For example, if the agent’s behavior in the Service Center, such as a search for a particular product, is driving the scenario, but the content is a promotion intended for the customer they are currently helping, use Add Item to Slot for Customer.
Add Promotion to Customer’s Profile – this action will add a persistent promotion to a customer’s profile. It is used when you want the agent to see the same promotion in the Service Center that a customer saw on the external website. Like the example for Add Item to Slot for Customer, it can also be used when the agent is the subject of the scenario but the resulting content is for the customer they are helping. This action should only ever be used for offer management in ATG Service and can only be used in conjunction with ATG Commerce. You must specify the
Service.DCS-Knowledgemodule when you are assembling your ATG Service Center application in order to see this action. Refer to the ATG Knowledge Configuration Guide for more information.
