To preview a CRM script under construction

Parent Previous Next

The opportunity to preview a CRM script at any stage of the creation process enables the end user to verify that its intended format, behaviour and chronological progression match the desired output, taking account of all conceivable customer responses. At the point of preview, the system compiles all components of the script in their current state of progression, allowing all elements to be completed in finalised mode, thus mirroring the experience of a live customer interaction.


The procedure to preview a CRM script under construction 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 Preview 2. The Preview tab is activated, revealing all elements of the script in 'presentation' format up to the first condition branch.
  4. Click on Populate Data Tags 3. The Test Script Data Tags window is displayed, revealing all data fields that have been embedded into the script.
  5. Enter a test value against each data tag field available.
  6. Click on Confirm. The embedded data tags are replaced with the corresponding test values and displayed within the script up to the current condition branch.  
  7. Complete all questions within each section, as required, to verify the intended behaviour of all condition branches and the dependent elements; any errors, omissions or text changes can be documented and applied to the affected nodes at a later stage 4.
  8. Click on Close.


Note

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

2 The Preview option is only available once at least one node has been added to the workflow path.

3 This option is active only where data tags exist within the displayed section of the script.

4 The preview process will need to be performed several times in order to verify the integrity of the entire script, entering different responses to channel the workflow progression down all condition branches; the original script can be restored at any time using the Reset Script button.


See related topics...

CRM script maintenance overview

To add a node element to a CRM script definition

To add a node condition to a CRM script definition