Scripts

Agencies can customize the Request module to include a script of questions that customer service agents should ask when documenting a customer request. Script items are tied to the Problem and defined in the Work > Administration > Work Flow Setup > Problem Setup module.

When the agent selects a Problem on the Request form and attempts to save the record, a pop-up listing the applicable questions appears, allowing the agent to record the customer's responses. Answers can be required or optional. If a user elects not to answer the Script questions in the pop-up, the Script items do not appear in the Request record's Scripts grid.

The Script grid displays the questions the user asked the customer in relation to the Request and the customer's responses.

Open the Work > Administration > Work Flow Setup > Problem Setup module.
Click the button to expand the Problem record to which you want to add a Script.
Select the Script grid and click the button. The Scripts form appears.
Enter the numerical order of the question in the Sequence field.
Write the question in the Question field.
Click the button to save the record. The new Script now appears in the grid.

Lucity automatically loads any associated Script(s) when the user selects a Problem on the Request form; however, users can also add records manually to a specific Request's Scripts grid.

In the Request module, click the button to expand the Request to which you want to add a Script item.
Select the Script grid and click the button. The Scripts form appears.
Enter the numerical order of the question in the Sequence field.
Type the question in the Question field.
Click the button to save the record. The new Script now appears in that Request record's Scripts grid. The Script item is not, however, added to the Script items associated with the Problem identified on the Request.

In the Request module, click the button to expand the desired Request record.
In the Scripts grid, click to open the Script Item for which you want to enter a response. The Scripts form appears.
Enter the answer in the Response field.
Click the button to save the record.