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

Understanding Script Creation

After you have created script components, you can use them to build scripts. Scripts are predefined sets of questions or statements that are joined together in a specific order, and used to gather information from respondents. Using the Script program (P90CF160), you first create a script header. After you save the script header, you can create these types of scripts using the Script Related Re-usable Subforms program (P90CFSUB):

  • Linear scripts

    Linear scripts are fixed sets of questions or statements that are arranged in a fixed order. Questions are the same for each respondent, regardless of the answers given.

  • Branch scripts

    Branch scripts are more complex than linear scripts. They include conditional logic that determines which questions appear, based on the respondent's answers.

When you create a script, the system creates records in these tables:

  • F90CF160

  • F90CF170

Scripts can be used to:

  • Solve problems

  • Capture information

  • Fulfill requests

  • Evaluate potential

Scripts can help an organization streamline and standardize information gathering processes, which in turn facilitate greater accuracy and consistency of data. Scripts provide repeatable processes that can help an organization increase efficiency and lower training time and costs. Scripts can help an organization simplify the diagnoses of complex issues, enabling less experienced employees to mirror the skill level of more experienced employees. You can also use tokens and variables within questions to configure scripts according to a respondent's answers.

You can also translate the exit message for a script into multiple languages. When a user runs the script, the exit message appears in the selected language if a translation in that language is available. If no translation is available in that language, the exit message appears in the language in which it was originally created. When you translate an exit message, the system creates a record in the F90CF16C table.

When you create a script, you can assign it a script type. Script types are used to classify different types of scripts, which can facilitate searching for scripts. You can create as many script type codes as necessary to meet the needs of the organization. Script type codes are stored in UDC 90CF/TY, and include values such as:

  • Configure order

  • Contact questionnaire

  • Product advisor

  • Troubleshooting guide