0 Replies Latest reply: Jan 3, 2013 11:06 AM by Deepak Veeravalli RSS

    How to configure drop-down that change dynamically in Call Scripts

    Deepak Veeravalli
      Hi,

      Would like to know as how to configure drop-down choices that change dynamically based on customer response in Call Scripts / Assessment Scripts of type "Service Request - Survey".

      I've read the following from CRM OnDemand pdf but was not able to figure out how to do that.

      Call Scripting:
      • Reduces agent training time
      • Provides drop-down choices that change dynamically based on customer response
      • Supports personalized interactions based on existing record data
      • Facilitates up-selling and cross-selling
      • Does not require third-party software

      I don't have a concrete requirement as of now, but was trying to check as how it works. Please guide me if any one has implemented the same.

      Thanks in Advance,
      Cheers!!!
      Deepak Veeravalli.