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  • Smartscripts in Callcenter (Hi - High Interactivity)

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    SmartScripts allow users to create wizard-like forms to collect data through questions on different pages in Siebel applications, and can be used for call centers or eServices, with some differences in functionality between the two environments; they provide an easier way to build workflows than traditional Siebel tasks. Steps are outlined for configuring SmartScripts in eServices by creating views, controls, and assigning scripts to questions, pages, and organizations for deployment.

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    SmartScripts allow users to create wizard-like forms to collect data through questions on different pages in Siebel applications, and can be used for call centers or eServices, with some differences in functionality between the two environments; they provide an easier way to build workflows than traditional Siebel tasks. Steps are outlined for configuring SmartScripts in eServices by creating views, controls, and assigning scripts to questions, pages, and organizations for deployment.

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    13 views9 pages

    Smartscripts in Callcenter (Hi - High Interactivity)

    Uploaded by

    IndraSoeciana
    SmartScripts allow users to create wizard-like forms to collect data through questions on different pages in Siebel applications, and can be used for call centers or eServices, with some differences in functionality between the two environments; they provide an easier way to build workflows than traditional Siebel tasks. Steps are outlined for configuring SmartScripts in eServices by creating views, controls, and assigning scripts to questions, pages, and organizations for deployment.

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    of 9

    SmartScripts in CallCenter (HI - High Interactivity)

    SmartScripts is a wizard-look form to collect data.

    SmartScripts are similar to UI tasks, differences are in table below.


    Smartscripts Tasks
    eService support Present Not present
    "Finish later" functionality Call center: Call center:
    Present. Present.
    Button resume on screen Inbox notification.
    "Smartscripts"

    eService: eService:
    not present not present
    Insert/update/delete records Insert only insert/update/delete

    (you can use Siebel


    operations in workflow)
    Difficulty Easy to use, all you need is Hard to use, you need build
    screen "Administration- workflow in tools.
    smartscripts"
    Branching Yes Yes
    Server scripting Available Available

    deployment

    =>
    SmartScripts in eService (SI - Standard Interactivity)
    Desired effect:
    Remarks:
    1/ "Finish later" button does not work (it works in Call Center ). In order to hide it make a
    copy of standard applet and inactive this button.
    2/ There is no navigation pane (it is present in Call Center)

    Steps to Configure:
    1. Login to Siebel Tools. In the Object Explorer click on "Business Objects" and query the
    "Service Request (eService)" record.
    2. From the Object Explorer, expand Business Object and select Business Object Component.
    Create a new record and set the field value BusComp = Smart Script Player.
    3. From the Object Explorer, click on View.
    4. Create a new record in the Views list applet with the following field values:

    Name X SmartScript1
    Project X Extensions
    Business Object Service Request (eService)
    Smart Script Player Applet (Player
    Thread Applet
    Only)
    Thread Field Id (?Script: Smart Script)
    Thread Title <type any value>
    Title <any value>
    5. Expand View in the Object Explorer and click on the "View Web Template".
    6. Create a new record in View Web Templates with the following values:

    Name X SmartScript1
    Web Template View Basic

    7. Expand "View Web Template" in the Object Explorer.


    8. Create a new record in the "View Web Template Items" applet with the following values:

    Name SmartScript4
    Item Identifier 1
    Smart Script Player Applet (Player
    Applet
    Only)
    Applet Mode Edit

    9. Click on "Screen" in the Object Explorer.


    10. Expand Screen and select Screen View in the Explorer.
    11. Select "Service Request Screen (eService)" record in the top applet.
    12. Create a new record in the "Screen Views" applet with the following field values:

    View X SmartScript1
    Menu Text SmartScript4 Test
    View Bar Text SmartScript4 test
    Parent Category Service Request (eService) List

    13. Click on "Applet" in the Object Explorer. Select "eService Account Quick Links Applet" record
    in the Applets list applet.
    14. Expand Applet item in the Object Explorer > Control.
    15. Create two new records in the Controls list applet, "LinkSmartScript" and "LabelSmartScript",
    with the following properties:

    Name LinkSmartScript
    Caption Smart Script
    HTML Type Text
    Method Invoked GotoView

    Name LabelSmartScript
    Caption Create a Smart Script
    HTML Type Label

    17. After the above two controls have been created, from the applet level invoke the "Edit Web
    Layout" for the applet and associate the controls in the web layout appropriately.
    18. Go to "Control User Prop" of "LinkSmartScript" applet and add a new record with the
    following field values:

    Name View
    Value X SmartScript1
    (this is the value of the view name that
    was created in the previous steps)
    19. Compile changed objects.
    20. Register the newly created view in the application.

    Log into Siebel Call Center Application and navigate to Site Map > Application Administration
    > Views. Create a new Record with the following field values:

    View Name X SmartScript1


    Local Access TRUE

    21. Go to Site Map > Application Administration > Responsibilities view > " X SmartScript1" view
    in to users responsibility. Associate "X SmartScript1" view with the SmartScripts script that
    will be used in the eService applications.
    22. Go to Site Map > SmartScripts Administration > Views. Query for "X SmartScript1" in the
    Views List Applet. Set SmartScript script name in the 'Auto SmartScript' field.

    To test the application, restart the Siebel server and access the following URL. Please note that the
    value in the < > needs to be replaced with appropriate values.

    http://<web server>/eservice/start.swe?SWECmd=GotoView&SWEView=X SmartScript1&

    https://lamignat-pl/eservice_enu/start.swe?SWECmd=GotoView&SWEView=X SmartScript1&

    Based on:
    How To Invoke eSmartScripts Through URL Link in eService Applications [ID 477363.1]
    eService [ID 522412.1]

    How to build SmartScript


    Idea:
    Script is assigned to organization.
    Script consists of pages, pages consists of questions.
    Script --< Pages --< Questions

    Create questions
    Question is just control on the screen.
    How to read saved data ?

    Records will be stored in business service "X OES Survey".


    Remarks:
    • During saving all logic of BC in involved
    • Do not use inside BC the code " TheApplication().GetService("FINS Teller UI
    Navigation").InvokeMethod("RefreshCurrentApplet",
    TheApplication().NewPropertySet(), TheApplication().NewPropertySet());" - is
    causes that smartscript crashes the server.

    You can use HTML syntax building translation, so you are able to use pictures, colour and
    other rich text formatting.

    Saved data are also available here, if you will check "save answer Table"

    =>
    Create page and assign questions to pages
    Page is just an single applet.

    Just drag and drop questions on this diagram. There is no sophisticated logic, arrows just
    shows order of questions on the screen.

    Create script and assign pages to script

    Remember to add apriopriate organization and finally click release.


    Add pages here ( intuitive easy to use editor )

    Note that there can be conditional branches. You can define it using editor or using tab
    Branches:

    You must define answers to question here:

    There is no other cause of existence answers but building branches. Answers are not
    replacement for list of values for the field. You must define LOV independentely.

    You can also improve your smartscripts in programmic way:


    Scripts are available on script and on question level.
    A lot of fine examples you can find here : MME_SmartScript.pdf

    You can import and export smart scripts using Menu->import/export.

    Open issues
    how to launch SmartScript https://lamignat-
    without logging ? pl/eservice_enu/start.swe?SWECmd=GotoView&SWEView=X
    SmartScript1&

    causes an error:

    The file 0-3IDQX_ENU.ssc could not be found on any


    specified file system.(SBL-UIF-00230)

    Maybe restart is required ?

    More info
    MME_SmartScript.pdf - old version but very clear documentation

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