Scripting

Use the Script program (P90CF160), a separate software application, to guide you to a case solution or to help you identify the cause of an issue. 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 help you find a solution to an active case.

Scripts can be either branch scripts, which use conditional logic to determine a sequence of questions, or linear scripts, which contain a fixed set of questions in a fixed order. If you use branch scripts, the system displays different questions based on the answers provided to you by the respondent. Linear scripts present the same response and next question each time that the script is run, regardless of the answer to the previous question.