To define the appearance of a CRM script

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A CRM script is a controlled method of guiding operators through a call in a professional manner, providing advisory text, contextual notes and relevant question sets in a workflow approach, ensuring that customer queries are managed in a consistent way and that all pertinent information is gathered on first contact. Within each script there can be any number of components - script elements - that control its appearance and structure, customised for the many varied customer interactions.


The procedure to define the appearance of a CRM script is as follows:

  1. Navigate to Quick Menu > CRM > Configuration > Script Element Presentation. The CRM Script Element Presentation Configuration window is displayed.
  2. Double-click on the specific script element for which the font appearance is to be adjusted. The Script Element Presentation window is displayed.
  3. Using the Font Colour drop-down field, select the desired text colour to be applied throughout the script element.
  4. Activate any combination of the Bold, Italic and Underlined tick boxes, as required, to format the appearance of the text throughout the script element 1.
  5. Click on Confirm. The selected script element formatting options are displayed in the summary table.
  6. Repeat steps 2 through 5 to configure further script elements 1.
  7. Click on Save.


Tip

1 To aid call handling, it is good practice to adopt different formatting choices for customer-facing and internal script text.

Note

1 These formatting options can coexist for the same script element to match the desired text appearance.


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System preferences overview