To define the attributes of an action element

A specific system action can be incorporated within a CRM script and launched during a customer interaction via an embedded button. This functionality ensures that a customer request, query or instruction can be progressed fully during the interaction in a controlled way and in line with the script workflow. Once the system action is completed, the end user is returned to the next stage of the script.

The procedure to define the attributes of an action element is as follows:

1. Prerequisite procedural steps are covered separately in the topic To add a node element to a CRM script definition. Refer to these before proceeding to step 2.
2. Enter the Label for the action button into the field provided i.e. a pseudo (friendly) name that will be meaningful to the end user and convey the purpose of the action.
3. Using the Element Type drop-down field, select the option Action button.
4. Using the Action Button drop-down field, select an appropriate system action to be linked to the CRM script button e.g. New Alert, New ASB Case, New Feedback Case, New Request, etc. 1.
5. Click on Save 2.

Note

1 Only one system action can be linked to an individual button.

2 At least one Finish element would be included in every script to denote the formal completion of the process.

See related topics...

CRM script maintenance overview

To add a node element to a CRM script definition