1. Customer Relationship Management for Support Implementation Guide
  2. Understanding Script Components

Understanding Script Components

Before you can create a script, you must create the components, or building blocks, that you will use in the script. Script components include:

  • Answer sets

  • Variables

  • Tokens

  • Rate sets

  • Questions

It is not necessary to create all components for each script. You can choose the components that you want to include in a script based on the purpose for the script. However, at a minimum, a script must contain answer sets and questions.

The components must also be set up in the correct sequence. You must create an answer set before you can create a question. You must also create a variable before you can create a token. This sequence is recommended when creating script components:

  1. Answer sets (required)

    An answer set must exist before you can create a single or multiple select question. When you create one of these types of questions, you must attach valid answers from an existing answer set.

  2. Variables

    Creating variables is optional. If you create variables, you must also create tokens; however, the variable must exist before you can create the token.

  3. Tokens

    Creating tokens is optional, unless you create variables. You must create tokens if you create variables.

  4. Rate sets

    Creating rate sets is optional. You create rate sets if you want to score the script each time it is processed. If you choose to create a rate set for a script, you can assign values to both the questions and answers that are associated with a script. The script is then scored, based on these values, and the score is compared to the rate set to determine the meaning of the score. You assign values to questions and answers when you create the questions; therefore, it is not necessary to create rate sets before you create answer sets. However, you must create the rate set before you create the questions.

  5. Questions (required)

    Regardless of which components you choose to include in the script, you must include questions. When you create questions, you attach valid answers for the question from existing answer sets. You can also use variables, tokens, and rate sets when creating a question.