Working with Scripts
This section describes how to define and use scripts. It discusses the following topics:
OverviewExplains what scripts are and how they are used with details on the usual sequence of script-related events.
Maintaining ScriptsExplains how to create scripts, create sections and subsections, and add questions to scripts.
Attaching Scripts to TargetsDescribes how to attach scripts to targets in the Scripts module.
Processing ScriptsExplains how to process scripts with the Scripts module, from the Scripts tab, or from the Activities screen.
Analyzing Script ResponsesExplains how to use Script Analysis.
Overview
Scripts are a predefined series of questions designed to help streamline interaction with customers and prospects. Scripts are used by various departments within an organization such as telemarketing and customer services. For example, marketing personnel can design telemarketing scripts in order to guide telemarketers’ questions and record responses, as well as to conduct customer surveys.
A script is developed first in a prototype phase called a test; this lets you model and practice the script before converting it into the final, live version you will use to collect data from your respondents.
Typically the sequence of script-related events in your system would occur in the following sequence:
1 Maintaining your scripts. This involves tasks such as creating or editing sections, subsections, questions and subquestions. For details, see
Maintaining Scripts.
3 Processing scripts. This involves contacting the profiles/contacts that are your targets to capture their responses to your script. For details, see
Processing Scripts.
4 Analyzing script responses. This involves using search criteria to focus on the targets that responded to your scripts in a way that facilitates your marketing efforts. For details, see
Analyzing Script Responses.