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The following is the script that we will build in this tutorial. The script is for company ABC, and its purpose is to allow clients agents to choose one of three actions: update ask a caller about updating their address, inquire answer caller questions about their billing, and helping a caller close their account. To achieve all of this, the script will contain four parts: a greeting, an address update, a billing query, and account closure. The three actionable parts will be presented to the client agent in the form of a drop-down list.

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Let’s use the Script Manager to create the script described above. As noted, the script will have four parts. The first one will help the agent ask for the general data of the client from a caller and for the specific subject of the call (which will be displayed as a drop-down list). Once the subject is selected, one of the remaining three parts will be executed (the one that corresponds to the option selected by the clientagent). The parts that are not selected will be hidden.

The following subsections will guide you in the creation of this script. Click the links below to jump to the indicated subsection.

1. Creating a script: explains how to create a script.
2. Editing script properties: walks you through the steps required to set the properties of your script.
3. Editing step properties: indicates how to set the properties for the first step in  your script.
4. Adding step parameters: walks you through the creation of the parameters required for the script Sample Part #1: Greeting, as specified above. 
5. Hiding steps: explains how to create the three parts of the script that will correspond to the choices presented to the clientagent, and tells you how to hide them.
6. Linking and Enabling steps: explains how to tie the the parts of the script to the drop-down list that contains the options that will be presented to the clientagent.
7. Adding parameters for address updates, billing questions, and closing accounts: walks you through the creation of the parameters required for the remaining scripts specified above: Sample Part #2: Address Updates, Sample Part #3: Billing Questions, and Sample Part #4: Can I Close My Account Closure. 
8. Previewing the Script: shows how the preview the script and ensure that everything works as it should.

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