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Agent Scripting
Answer ID 2695   |   Last Review Date 03/18/2019

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

Environment:

Agent Console
Oracle Service Cloud

Resolution:

Agent scripts in Oracle Service Cloud 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. Contact your Oracle account manager for entitlement of this feature.  

For additional information, refer to the 'Agent Scripts' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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