Unified Service Desk (USD) for Microsoft Dynamics CRM contains a powerful ability to create tailored agent scripts. These can be used to create guided processes that will help agents effectively deal with customer requests in a consistent manner.
I have written several blog posts on this subject, here I’ve grouped them together to provide you with a detailed set of notes regarding agent scripts. If / when I add more details I will update this post.
Basics / Concepts
Example Script Answers
Close a session from an agent script answer
Create an entity from an agent script answer
Create Opportunity from an agent script answer
Update notes from an agent script
Advanced Topics
Add conditions to agent scripts
Trigger different scripts based on user settings
Microsoft Dynamics 365 