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.
• 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.