<translate>= Using Zendesk Integration Scenario Blocks = A scenario is a script that defines the logic of automated processing of interactions satisfying some specific criteria (e.g., inbound interactions arriving at a specific access point). In Bright Pattern Contact Center software, scenarios are used to map out the sequence of actions that may occur during an interaction (voice, chat, SMS, etc.), with all the possible options, exits, prompts, and so forth, that could be presented to a user or customer.
Scenarios are built and defined in the Bright Pattern Contact Center Scenario Builder application, which is available via the Bright Pattern Contact Center Administrator application. You can create your own scenario from scratch, or you can use a template scenario (easier) and then customize it to suit your needs. Scenarios are constructed using "blocks," which you can learn about in more detail in the Scenario Builder Reference Guide.
For the purpose of this Zendesk Integration Guide, let's consider the integration scenario blocks that could be used in a simple scenario involving look-ups to recognize the customer and screen-pop of the customer's Zendesk data.
Zendesk Scenario Building Notes
When building your Zendesk scenario, note the following:
- The Zendesk scenario blocks function the same whether they are used in voice or chat scenarios.
- Zendesk scenario blocks work best when configured with other Zendesk scenario blocks, either in pairs or in a series. For example, if you want to search your Zendesk account for a customer’s contact information, then pop the contact information search results to the agent, your scenario would need both the Zendesk Search block and Zendesk Screen Pop block.
- Using the Zendesk Screen Pop block, you can make the scenario pop a new ticket every time the customer calls/chats, but you don’t have to do it that way. It may be enough to pop the customer’s contact info so you don’t have so many tickets.
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