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Using Service Request Scripts

Your company administrator might have set up the assessment scripts to help you to gather information about the service requests (Call Scripts), or to assess the customer satisfaction levels (Customer Satisfaction Surveys). An assessment script consists of a series of questions that you use to collect customer data. Your responses are scored, assigned a weight, and compared with a specified threshold to determine the appropriate outcome or course of action.

Before you begin. To use assessment scripts, your user role must be set up to allow access to the assessment records. For more information about the required settings, see About Assessment Scripts.

To use a service request script

  1. Select the service request.

    For more information on selecting service requests, see Finding Records.

  2. On the Service Request Detail page, scroll down to the Call Scripts section or the Customer Satisfaction Surveys section and click Add.

    NOTE: If the Call Scripts section or the Customer Satisfaction Surveys section is not shown, click the Edit Layout link in the upper-right corner of the page, and add the appropriate section to your page layout. These sections are only available to add to your page if your company administrator has set them up.

  3. In the Lookup window, search for the appropriate script, and click Select. You can use the filter fields at the top of the Lookup window to filter the list of scripts.
  4. In the Call Scripts or Customer Satisfactions Survey window, select the answer for each script question, and then click Save.

The Service Request Detail page appears again. Depending on the outcome of the script, some of the fields on the record might have been automatically updated.

Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.