Call Scripting is designed to provide your dispatcher with a series of questions to ask the client where taking a new call. Briefly, a Call Script is a list of diagnostic and informational questions that your dispatcher or call center should ask a client who calls to report a service problem. Your experts on a particular machine will be able to define the specific information they need to know up-front to make a successful service call. This critical information is now in your database as well as in your lead mechanic's head. Your dispatcher will not have to rely on memory or guesswork when taking a service call. This feature shortens the learning curve when adding a new dispatcher to your firm.
You could create Call Scripts for general or specific types of equipment, work codes, and closing scenarios.
In the Equipment Record
In New Call, when you select an Equipment record with a Call Script attached, the system will ask if you want to display the Call Script. If you choose, Yes, the Call Script will appear, if you choose No, you may access it at any time during the New Call process.
In the Work Code for Work Orders and Weblogs
The call script is also referenced in the Work Code record. When a Work Code with an attached Call Script is selected in New Call or when creating a weblog in CRMAnywhere, the questions will be displayed.
Closing Call Script (Client Site / Work Order records)
When a dispatcher completes a Work Order (resulting in the Work Order Escalation Status being set to Completed), a wizard will be invoked. If the Closing Call Script field is set in the Work Order (originally defaulted from the Site record), the wizard steps the user though completing the closing call script entries. The wizard will also enable the addition of one or more additional Service Recommendations (regardless of whether or not a Closing Call Script is specified).
Call Script Id:
Uniquely identifies this script. Typically, this Id would refer to the type (or types) of equipment it was used with (e.g., ACME-AC, ACME-AC23, etc.).
Obsolete?
If this field is checked, the record is considered Obsolete, and it may not be directly specified for data-entry (either by entering the Id or selecting it from a list). Obsoleted records can be edited and the Obsolete option can be un-done when necessary. When you check the Obsolete field, the following message box will be displayed:
“You have elected to obsolete this record. Would you like to see existing references to this record?”
If you click Yes, the system will display a viewer that provides click-through access to all tables referencing this record: see References List for details.
Question:
Enter a question to be asked by the dispatcher/call center. To enter the next question, press Tab or Enter to position the caret on the next line.