Knowledge Manager and Self Service are preconfigured with several service-specific scenario actions and events.
In Self Service, you can create scenarios for external users (customers) that respond to user actions and customize the Self Service Web site for those users
In Knowledge Manager, you can create scenarios for internal users (agents) based on actions that occur in Service Center
In Knowledge Manager, you can also create scenarios based on the external user that customize 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
