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Interactive Scripting (Enhanced) ( RELNCRM-IC_SIE_SCRIPTING )

Interactive Scripting (Enhanced) ( RELNCRM-IC_SIE_SCRIPTING )

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Short text

Interactive Scripting (Enhanced)

Use

As of SAP CRM 4.0 Add-On for Service Industries, you can use the functions listed below in the Interaction Center (IC) WebClient. These functions are not available for Java configuration. For more information, see Java Installation and Configuration Optional.

Interactive Scripts

Agents can:

  • Launch transactions automatically as part of a script
When agents run the script and reach the launch transaction node, the transaction opens automatically on the screen.
  • Open a script automatically when an event occurs in the system
System administrators define in Customizing that a system event triggers a script. When the defined event occurs, the system launches the defined script on agents' screens. For example, if the defined event is "confirm customer", when agents confirm a customer, the defined script appears automatically.
  • Transfer a script when transferring contacts (calls or chats) to other agents
Normally, when you transfer contacts to other agents, the system also transfers business partner information, which appears on the second agents' screen. Now, when you transfer a contact, the script information is transferred as well. The script history is preserved and the script is opened to the step during which the first agent transferred the contact.

Interactive Script Editor

Script designers can:

  • Use the Launch Transaction template
When you design a script in the script editor, you can use the new launch transaction template to launch a transaction as a step in the script.
  • Define whether agents navigate back to the script at the previous question or next question in the script sequence
Navigation nodes automatically navigate agents to other views. When you design the script, you can define whether agents returning from other screens back to the script should return to the question preceding or following the navigation node.

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

Further Information






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This documentation is copyright by SAP AG.

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