To create a new CRM script definition

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A CRM script definition captures the end-to-end workflow of an individual script, categorised under one of four script types: Pre-Script, Security Script, Case Script or Task Script. In most cases, scripts will need to make reference to any number of data fields that are pertinent to the customer interaction; hence it is possible to link the definition to a module entity type in which these required fields are held. Once created, any number of element nodes - script components - can be inserted to define the workflow outcomes and actions that are used to progress a customer interaction.


The procedure to create a new CRM script definition is as follows:

  1. Navigate to Quick Menu > CRM > Configuration > Script Definition. The CRM Script Definition Configuration window is displayed.
  2. Click on New Script Definition. All fields are activated ready for data entry.
  3. Using the Script Type drop-down field, select an appropriate parameter value to match the definition i.e. Pre-Script, Security Script, Case Script or Task Script.
  4. Enter a Description for the CRM script definition into the field provided 1.
  5. Using the Entity Type drop-down field, select an appropriate module area that stores the data fields required for the script e.g. Asset, Contact, Contact Group, Address, Allocation Application, Allocation Offer, CRM Case, etc. 2.
  6. Use the Pre-Script Text field to add any contextual information that will be presented to the end user when an associated communication method is launched 3.
  7. Using the Companies drop-down field, multi-select all companies for which this CRM script definition is relevant, or choose the All option, as required 1.
  8. Choose an Effective from date for this CRM script definition i.e. the date on which it came into effect 4.
  9. Choose an Effective to date if the CRM script definition status is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the definition will never expire.
  10. Click on Save 5.


Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then de-select individual items from the full list, as required; the All tick box will be automatically removed once an item is de-selected.

Note

1 System validation rules ensure that the description entered for each CRM script definition is unique for the effective period.

2 Linking an entity type to a definition is at the end user's discretion and only relevant for script types of Case and Task.

3 This field is only activated where a script type of Pre-Script is selected.

4 The Effective from date defaults to the current system date and cannot be left blank.

5 To amend the details of an existing CRM script definition, expand the script type and select an associated definition (or enter its name into the Search Script Definition field) and repeat steps 4 through 10. By default the list is filtered to show Current CRM script definitions. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All. Only a limited number of fields can be updated once a record has been created.


See related topics...

CRM script maintenance overview

To add a node element to a CRM script definition

To clone a CRM script definition