What is script in SAP CRM-CCI - SAP Contact Center?

SAP Term: script

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A step-by-step questionnaire that gives agents guidance during customer interactions. Agents use these scripts to guide them through each step of a customer contact and enter the customer's responses in the script. The customer's response dictates the next step that the script displays. These steps may include questions with predefined answers, business transactions, or other activities.

Smart SAP Assistant

• Key Concepts: 
  A script is a set of instructions used in the SAP Contact Center Infrastructure (CRM-CCI) to guide agents through customer interactions. It is a tool that helps agents to provide consistent customer service and ensure that all customer inquiries are addressed in a timely manner. Scripts can be used to provide information, ask questions, and take action on behalf of the customer. 
  
  How to use it: 
  Scripts can be used in a variety of ways. They can be used to provide information to customers, such as product details or pricing information. They can also be used to ask questions and gather information from customers, such as contact information or preferences. Finally, scripts can be used to take action on behalf of the customer, such as placing an order or scheduling an appointment. 
  
  Tips & Tricks: 
  When creating scripts, it is important to keep them concise and easy to understand. Scripts should also be tailored to the specific needs of the customer and should be updated regularly to ensure accuracy. Additionally, scripts should be tested before they are used in production environments. 
  
  Related Information: 
  For more information on scripts and how they can be used in the SAP Contact Center Infrastructure (CRM-CCI), please refer to the SAP Help Portal or contact your local SAP representative.