To add a node element to a CRM script definition

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A user is able to design a CRM script by inserting any number of elements - script components - to represent the workflow outcomes and actions that are used to progress a customer interaction. Any number of elements can be employed and each one assigned a different type to control its behaviour. A new element within a script can be thought of as the next progression stage and can be used to store, say, guidance notes to be presented to the operator, information text that is communicated to the customer or simply for contextual background, a series of questions or even a hyperlink to a document or website.


The procedure to add a node element 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. Select an existing node as the branch for the new element 2.
  5. Click on New Element. The Element Attributes window is displayed.
  6. Enter a Label for the new element into the field provided.
  7. Using the Element Type drop-down field, select the option that matches the purpose of the node within the overall workflow path i.e. User Script, Information Text, Script Question, User Question, Hyperlink, Action Button, Embedded Script, Present Task Options, Finish.
  8. Enter the attributes of the element into the additional fields provided. As the attributes are specific to each element type, this procedural step is covered separately in the related topics listed below.
  9. Click on Save 3.


Note

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

2 For a newly-created CRM script definition, the default starting node is entitled New Element; double-clicking on this node will enable the attributes to be configured.

3 To insert additional elements, select the desired predecessor node first before clicking on New Element.


See related topics...

CRM script maintenance overview

To define the attributes of an information element

To define the attributes of a user question element

To define the attributes of a script question element

To define the attributes of an action element

To delete a node from a CRM script definition