Contents

• Title and Copyright Information
• Preface

1 What's New in This Release

• Whats New In Siebel SmartScript Administration Guide, Siebel CRM 20.1 Update
• What's New In Siebel SmartScript Administration Guide, Siebel CRM 19.1 Update

2 Overview of Siebel SmartScript

• Overview of Siebel SmartScript
• About Siebel SmartScript
• Benefits of Using Siebel SmartScript
• Prerequisites for Using SmartScripts
• About Scripting Terminology
• About Siebel SmartScript Screens
  • About the Employee’s Screen
    • About the SmartScript Explorer
    • About the Customer Dashboard
    • About SmartScript Buttons
  • About the Customer Screen
  • About the Administration - SmartScript Screens
• About Deploying SmartScripts to Remote Users

3 Fundamentals of Creating SmartScripts

• Fundamentals of Creating SmartScripts
• About SmartScript Elements
• About Data Storage in Siebel SmartScript
  • Viewing SmartScripts
• Guidelines for Creating SmartScripts
  • Script Design Tips
  • Creating Pages
  • Translating Pages
  • Creating Scripts
  • Translating Scripts
• About the Script Designer and Page Designer
  • Adding Questions and Branches to Pages
  • Adding Pages and Branches to Scripts
• About Releasing SmartScripts
  • About the Release Process
  • Releasing Scripts
  • Deleting the Released Version of a Script

4 Working with Questions, Answers and Translations

• Working with Questions, Answers, and Translations
• About Creating Questions
  • Creating Questions
  • Defining Question Text and Translations
  • Displaying Answers Within a SmartScript
    • Information Text
    • Text Box
    • Drop-Down Lists
    • Radio Buttons
    • Multiselect Check Boxes
    • Pick Applets
    • Detail Applets
• Answer Types and Answer Control Choices
• Creating Answers
  • Translating Answers
• Storing User-Provided Answers from Sessions
  • Saving to the Script Sessions Table
  • Saving to a Business Component
  • Setting Up a Save Field for a Multi-Value Field
• Question Events Logic Sequence

5 Upgrading SmartScripts

• Upgrading SmartScripts
• Overview of Migrating from Siebel 7 or Earlier Releases of SmartScript
• Converting a Script Wizard into a SmartScript

6 Customizing a SmartScript User Interface

• Customizing a SmartScript User Interface
• About Customizing a SmartScript User Interface
• Controlling the Questions Displayed on a Page
  • About SmartScript’s Implicit Page Break Rules
• About HTML in the SmartScript User Interface
  • Formatting Question Text Using HTML Tags
  • Adding Images
  • Adding URLs
    • Formatting Example
  • Using HTML to Modify the Design Template
• Using Siebel Tools to Modify the SmartScript View
• Customizing the Revenue Schedule SmartScript

7 Verifying, Testing, and Invoking SmartScripts

• Verifying, Testing, and Invoking SmartScripts
• About the Verification Wizard
• About SmartScript Diagnostics
• About Invoking SmartScripts
  • Invoking SmartScripts Using the User Interface
  • Setting SmartScripts to Open Automatically
  • Invoking SmartScripts Using Siebel CTI
  • Invoking Scripts Using Siebel VB or Siebel eScript
    • RunSmartScript
    • RunCallScript
  • Canceling, Finishing, and Resuming a SmartScript
  • Invoking a SmartScript from a Currently Running SmartScript
  • Invoking SmartScripts Using a Hyperlink

8 Extending Scripts with Siebel VB and Siebel eScript

• Extending Scripts with Siebel VB and Siebel eScript
• About Siebel VB and Siebel eScript
• About SmartScript Object Types
• Accessing the Scripting Area
• SmartScript Events
  • Script_Open
  • Script_Cancel
  • Script_PreFinish
  • Script_Finish
  • Script_Save
• SmartScript Methods
  • Cancel
  • CurrentPage
  • CurrentQuestion
  • ExecutionState
  • Finish
  • GetCampaignId
  • GetCampContactId
  • GetContactId
  • GetLabelText
  • GetPage
  • GetParameter
  • GetQuestion
  • GetSessionId
  • OriginalDashboardText
  • SetCampaignId
  • SetCampContactId
  • SetContactId
  • SetUserParameter
  • StartPage
  • StartQuestion
  • SubstituteText
• SmartScript Page Methods
  • GetHelpText
  • GetLabelText
  • GetQuestion
  • Script
  • StartQuestion
• SmartScript Question Events
  • Question_Enter
  • Question_PreLeave
  • Question_PreBranch
  • Question_Leave
• SmartScript Question Methods
  • AnswerType
  • CurrencyFieldName
  • GetCurrentCurrencyCode
  • GetCurrentExchangeDate
  • GetCurrentValue
  • GetHelpText
  • GetInitialCurrencyCode
  • GetInitialExchangeDate
  • GetInitialValue
  • GetPriorCurrencyCode
  • GetPriorExchangeDate
  • GetPriorValue
  • GetQuestionEnable
  • GetQuestionText
  • GetSaveBusComp
  • GetSaveBusObj
  • HasDefaultAnswer
  • MustAnswer
  • OriginalQuestionText
  • Page
  • Script
  • SaveBusCompName
  • SaveBusObjName
  • SaveFieldName
  • SetCurrentValue
  • SetQuestionEnable
  • SetQuestionText
  • SubstituteText
  • WasAnswered
• Improving the Performance of SmartScripts
• Invoking a Business Service from a SmartScript
• Invoking Siebel Assignment Manager
• Siebel VB and Siebel eScript Sample Code
  • Sample Code of Dynamic Questions
  • Sample Code of Finding a Contact
  • Sample Code of Complex Branching

9 Importing, Exporting, and Deploying SmartScripts

• Importing, Exporting, and Deploying SmartScripts
• Exporting SmartScripts
• Importing SmartScripts
• Resolving Conflicts Encountered During an Import
• About SmartScripts and the Application Deployment Manager

10 Modifying the Customer Dashboard

• Modifying the Customer Dashboard
• About the Customer Dashboard
• Overview of Configuring the Customer Dashboard
• Overview of Upgrading to the Customer Dashboard

11 SmartScript Tags

• SmartScript Tags
• Script Tags for SmartScript