Just as you need to be aware of whether your slots and scenarios are displaying content targeted to the agent or the customer they are helping, you need to be aware of where those scenarios need to be created. In a production environment, ATG Service applications run on an internal server cluster and your external website runs on an external server cluster. To make offer management work, each instance in the internal cluster uses two separate scenario managers: the standard scenario manager, ScenarioManager, which handles scenarios in which the main subject of the scenario is the customer and the internal scenario manager, InternalScenarioManager, which handles scenarios in which the main subject of the scenario is the agent. Each instance of the external cluster only has a standard scenario manager in which you create scenarios where the main subject of the scenario is the customer. When you author a scenario that populates a slot, the scenario must be created in the appropriate cluster (internal or external) depending on its use.
Scenarios in which the customer is the subject of the scenario belong in the standard scenario manager. These scenarios should be created in the external cluster. (Examples include when the customer’s profile drives the scenario, or the customer’s behavior on the external website drives the scenario)
Scenarios in which the agent is the subject of the scenario belong in the internal scenario manager. These scenarios should be created in the internal cluster. (Examples include when the agent’s profile drives the scenario, or if actions the agent takes in ATG Service Center drives the scenario.)
This means that you will have to create one set of scenarios for delivering content in which the agent is the subject of the scenario (in the InternalScenarioManager service) and one set of scenarios for delivering content in which the customer is the subject of the scenario (in the ScenarioManager service).
As with any environment in which you are using ATG scenarios, one of the scenario instances in each cluster will have to be configured as the Scenario Editor Server. Internal scenarios are created and updated while pointing to the Scenario Editor Server designated for the internal cluster. External scenarios are created and updated while pointing to the Scenario Editor Server designated for the external cluster.
