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What is Agent Scripting and how do I enable and use it?

Environment:

Agent Console
Oracle B2C Service

Resolution:

Agent scripts in Oracle B2C Service add powerful functionality to workspaces and workflows, leading staff members through a series of pages to help them enter information in a logical progression. Script pages can contain most fields and controls available to workspaces, with the exception of relationship items. They can also include questions and branching logic, similar to guides, so you can create wizards to guide staff members to different pages based on the information entered or actions taken on a previous page. Agent scripting provides your staff with a methodical, efficient interface for capturing information and resolving issues.

Scripts are created from the scripts designer which is also similar to the workspace designer, but which includes options to add pages and create branches. Once you create a script, you can place it on a workspace using the Script workspace control, which you access from the workspace designer’s Insert Control tab. Note: the agent's profile must have permission in order to add scripts. Agent scripting does inherit workspace permissions.

Note: The Agent scripting feature must be enabled using the Configuration Assistant. For information on how to access the Configuration Assistant, see Accessing Configuration Assistant after IDCS migration.  If you are not entitled to this feature, please contact your Sales Account Manager.

For additional information, refer to the 'Agent Scripts' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.