Template 
Definition
A set of predefined attributes that defines the behavior of scripts.
Templates consist of two parts:
· User interface
Predefines the user interface elements that agents see when they run a script.
· Background processing
Allows a script to interact predictably with other programs. This background processing takes place:
¡ Before agents see the script node on the screen
¡ After agents respond to the interaction required in that script node
For example, background processing in template Person Marketing Attributes uses script responses entered by the agent to create marketing attributes in the system for the confirmed business partner.
Use
You can use templates to define node properties as you create scripts using the interactive script editor.
You must fulfill certain prerequisites in order to use some templates. For more information, see the list of templates below.
Structure
Templates delivered with the interactive script editor include:
|
Template |
Use |
|
Chat Node |
Contains formatting information so that the question appears in the proper format in the chat interface. |
|
Dialogue |
General question format which is also the default question template. |
|
Lead Qualification |
Prerequisite: You have created a survey in the SAP CRM system using transaction CRM_SURVEY_SUITE. This template links to a survey that creates a lead object, which appears in the interaction record. The description you give this question is also used as the description in the interaction record and the lead object. |
|
Navigation |
Enter the navigational link as a parameter for this node. |
|
Organization Marketing Attributes |
Prerequisites: You have maintained attribute sets in SAP CRM Marketing. You have used dynamic answer Marketing Attribute in this question. This question results in marketing attributes associated with an organization, so it should be used in a business-to-business script. |
|
Person Marketing Attributes |
Prerequisites: You have maintained attribute sets in SAP CRM Marketing. You have used dynamic answer Marketing Attribute in this question. This question results in marketing attributes associated with a person, so it should be used in a business-to-consumer script. |
|
Survey |
Prerequisite: You have created a survey in the SAP CRM system using transaction CRM_SURVEY_SUITE. This template links to a survey that creates a lead object, which appears in the interaction record. The description you give this question is also used as the description in the interaction record and the lead object. |
|
URL |
Displays the defined URL at runtime. Enter the URL as a parameter for this node. |
|
Yahoo Map |
At runtime, dynamically displays the address of confirmed business partners on a Yahoo map. |
Integration
Templates influence how questions appear on the interface or what information the SAP CRM system accesses or updates when agents run the script.
Example
You can reuse an existing SAP CRM survey in a lead qualification script. When agents use the script, they link directly to the existing survey and update the SAP CRM system, generating leads directly.