Event Plans Concepts

An event plan outlines the sequence of events to be created based on the outcomes of the preceding events.

Event plans are used in relation with event flows, where multiple events are created, each following a distinct path depending on the outcome of the preceding event.

An event plan consists of event templates, which are entered as lines in the Details island. These event template contains event-related information such as contact mode, event type, employee number, item number, description, result type, and condition result. You can also set a date to generate events from each template.

Each event template includes a condition dictating when events should be generated from the template. The condition is typically based on the result of the preceding event, for example, whether a customer answered yes or no to a question during a phone conversation.

You can:

• Create an event plan and add event templates to it.
• Edit an event plan.
• Delete an event plan.