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