To add a node condition to a CRM script definition

A CRM script will incorporate conditions that must be matched in order for a customer interaction to be progressed through a particular branch of the overall workflow. Conditions can be linked to either an element or condition predecessor node to manage the range of possible outcomes.

The procedure to add a node condition to a CRM script definition is as follows:

1. Navigate to Quick Menu > CRM > Configuration > Script Definition. The CRM Script Definition Configuration window is displayed.
2. Expand a script type heading from the alphabetical list and select an associated CRM script definition, or type its name into the Search Script Definition field. By default the list is filtered to show Current definitions. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All 1.
3. Click on Path. The Path tab is activated.
4. Highlight the predecessor node to which the condition relates.
5. Click on New Condition. The Condition Rule window is displayed.
6. Enter a Label for the new condition into the field provided.
7. Click on Statement Builder. The Statement Builder For Script Definition window is displayed.
8. Enter a Validation tag into the field provided by expanding the entity heading and selecting the desired field. Alternatively, typing the name into the Search Tags field will find all possible matches 2.
9. Using the Expression drop-down field, select an appropriate value ( = <> < <= > >= In) for the condition.
10. Enter the matching Condition into the field provided. Text and values should be entered directly i.e. without quotation marks; where the validation tag is linked to a discrete set of values, a drop-down field is employed to control the desired selection.
11. Click on And/Or to add a further condition to the same statement function. Use the drop-down field to change the expression operator. By default, And is displayed.
12. Repeat step 11 to add further conditions, as required, adjusting the Order number to control the sequence of execution. The Up and Down arrows are available to increment or decrement the value, as required.
13. Click on End Condition and Save 3. The statement algorithm is displayed in the Rule field.
14. Use the Description field to add contextual notes that will explain the derivation and purpose of the conditional rule.  
15. Click on Save. The new condition is displayed in the workflow diagram 4.

Note

1 The Search Script Definition field will match against any element of the description.

2 The Tag values available for selection are filtered according to the relevant module.

3 To remove an existing condition statement, select the corresponding row in the condition summary table and click on Remove And/Or Condition.

4 To amend the details of an existing condition, double-click on the condition box and repeat steps 6 through 15.

See related topics...

CRM script maintenance overview

To delete a node from a CRM script definition