Understanding Script Types and Script Actions

The script type classifies the script according to its business purpose and, in some situations, determines which transactional pages can access the script. The documentation for components that offer access to scripts provides component-specific information about the fields that launch scripts.

Script types include:

• Customer satisfaction.

  You can associate these scripts with cases, leads, and opportunities.

  This is the most general script type. It is not limited to customer satisfaction surveys. You can use it to gather any type of information from a respondent.

• Lead qualification.

  You can associate these scripts with cases, leads, opportunities, and products.

  When you associate a lead qualification script with a product, you can use the script as an upsell or cross-sell script. When an agent creates a case for a product that has a lead qualification script (and when the upsell event processing criteria for the call center business unit are met), the Upsell button on the case toolbar flashes to alert the agent to the script's existence. The agent can click the Upsell button to launch the script.

• Troubleshooting guide.

  You can associate these scripts with cases and service orders.

  Users select troubleshooting guides on the Related Actions page of the Case component or the Service Order component. Also, the Solution Advisor feature searches for troubleshooting guides that relate to cases. Typically, these scripts gather information about a problem and then display a suggested solution to the user.

  You can also make troubleshooting guides available to self-service users.

  See Troubleshooting Guide and FAQ Configuration.

The Contact questionnaire script type is not currently available for use:

Script actions enable you to perform script-related tasks other than asking questions and recording answers. Actions can run behind-the-scenes processing or, if they are transfer actions, they can provide access to a different component. Transfer actions are especially useful in troubleshooting scripts, which typically provide access to a solution page that suggests a solution to a problem.

Actions can be run manually or automatically, depending on how the script is defined. Whenever an action can be run manually, the button that initiates the action flashes next to the corresponding question or answer.