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I am having a look to the way of implementing call scripting for customer services agents
Even that MS got a rich library of KBs, some related as per below, found difficult how to put all together for achieving the goal
1.You can't customize the out-of-the-box session templates; instead, you'll need to create your own custom templates.
2.In Customer Service Hub app, there is one 'Agent Experience' section, which can customize application tabs and sessions:
3.If you want to use Agent Scripting guide, you need OminChannel license.
Thanks for your reply, From Customer Service Hub app, Agent experience, I had created custom session templates, got scripts, macros and application tabs, however it is not very clear how those customised session templates are linked to cases for the agent to follow for example when opening the case in Customer Service Workspace unified app and open agent script the default session template still showing because my session template has not been associated to cases yet
Found two ways about how to link Sessions Templates to cases
- Omnichannel and workstreams (too complex and we don’t have licensing)
- PowerApps console, selecting app profile manager, Customer service Worksapce, 3dots (…), drop-down menu, select App Profile Manager,
then create an app profile, default profile cannot be edited, link the required session and assign to designated users or teams
Looks like the app profile option will satisfy our requirements and an Omnichannel license it is not required for this particular case
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