Script Types
Each agent script is associated with a script type, named for the type of record it updates, that determines which fields and controls can be added to the script.
B2C Service provides the following standard script types.
- Answer
- Asset
- Chat
- Contact
- Incident
- Opportunity
- Organization
- Task
In addition, you can create scripts for custom objects that have Object is Available in Workspaces, Scripting, and Workflow field visibility. See Overview of Custom Objects.
When you create a script, you need to select the type of script you want to ensure the appropriate fields are available for use in the script and that the script type matches the type of workspace you want to add the script to. For example, when creating a script to use on an incident workspace, you would select an incident script type, giving you access to controls and database fields that are related to incidents.
The script types available to you depend on the products that are enabled in your application. For instance, B2C Service Opportunity Tracking must be enabled in order for the opportunity script type to be available, and B2C Chat must be enabled for the chat script type to be available.