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Using Assessment Scripts

NOTE: This feature is not part of the standard application, so it might not be available in your version of the application.

If your managers set up the assessment scripts, you can access the scripts to collect information from your customer. The information can then be used in reports or analyses, if your company administrator has set that up.

The application allows you to access scripts from these record types:

  • Lead (Lead Qualification scripts)
  • Contact (Satisfaction surveys)
  • Service Request (Call Scripting and Satisfaction surveys)
  • Opportunity (Opportunity Assessments)

An assessment script must be active and have at least one criterion set by your company administrator before it is displayed on the record detail page (answers can be added later).

For the Contact, Lead, Opportunity and Service Request record, your company administrator can set up four picklist fields. For example these fields might be named Assessment Filter 1 through Assessment Filter 4. These fields only appear on the record form if the company administrator has added them to a page layout for your user role. The values that you define in these picklists are used to prepopulate four corresponding drop-down lists in the Search for a Script window. The values selected for each picklist in the parent form are used to preselect the value in the drop-down lists in the Search for a Script window.

After a script is added to the Detail page, data subsequently changed in the template script by the company administrator are not reflected in the script created in the detail page. The only exception is the data from the answer section. Data in the answer section can be changed by the company administrator at any time and is reflected on the Detail page when you work through the assessment question.

To use an assessment script

  1. Select the record.

    For instructions on selecting records, see Finding Records.

  2. On the record Detail page, scroll down to the script section and click Add.
  3. If necessary, select the script from the Search for a Script window.

    If only one script meets the criteria defined by your company administrator, the script opens automatically. Otherwise, you need to select the appropriate script in the Search window.

    TIP: To find the appropriate script, select an option from the drop-down list, and click Go.

  4. On the script page, ask your customer the questions and fill in the information.
  5. Click Save.

    Depending on how your company administrator set up this script, these events might occur:

    • A score is calculated and compared to a threshold.
    • Depending on whether the score is above or below the threshold, an outcome is calculated.
    • The score, answers to the questions, and the outcome are mapped back to the parent record.
    • The last assessment date is also populated.


Published May 2008