Agent Contact Scripting

There are processes in the system where agents or CSRs need specific instructions or need to provide specific information to customers. This functionality is referred to as "Agent Contact Scripting" and the system is delivered with specific places in these processes where custom text can be added. These places are called "Script Points" and are maintained as extendable lookup values. For example, the "Date of Birth Explanation" script point for start service process, displayed in the Customer Identification panel of the start service process flow, can be used to explain how the customer's date of birth is used when starting service.

To display custom text for a script point, add a Field with the Help Text set to the custom text and associate the field to the script point.

If your implementation has added custom elements through data area extensions, those extensions can reference custom script points. To implement this, you need to ensure your map fragment's class attribute is set to "contact-script-point" and the scriptPoint attribute is set to the CM script point extendable lookup value. Here is the sample syntax: <div class="contact-script-point" scriptPoint="CM-NewScriptPoint"/>.