Relating a Script to a Case

If the organization uses scripting, you use the Script Runtime program (P90CF180) to guide you through a case solution. A script is a predefined set of questions or statements that are joined in a specific order and used to gather information from respondents. You can use branch scripts or linear scripts to find a solution to an active case.

If you use branch scripts, the system displays different questions based on the answers provided by the respondent. Linear scripts present the same questions and responses to each respondent, regardless of the answers to previous questions. Scripts enable you to find the proper solution for a case.

You can access scripts by using either the Related Actions tab or the Solutions tab.

See also:

• Working with Solutions.

• Understanding Scripting.