In this use case, the agent’s behavior in ATG Service Center (a search) combined with the customer’s profile attributes (VIP status) drive the scenario to deliver content that is specific to the customer being helped (product promotion). The agent is the main subject of the scenario because their search triggers the scenario, but the content is specific to the customer. This is when you use the Add Item to Slot for Customer. You make this slot passive because it listens for the agent’s interaction with the UI (the search). You make this slot persistent because you want to display this content for the duration of the interaction with this customer. You run this scenario on the InternalScenarioManager because the agent is the main subject of the scenario.
Contrary to the general rules, you select External Profile even though the agent is the main subject of the scenario; this is a very important exception and only holds true for use cases such as this one (where the agent’s actions trigger the scenario, but the customer’s profile determines the content). If you don’t pick External, the content will not render or persist correctly (especially if a promotion is involved).
