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

Agent Scripts Explained

How to create an agent script

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

Agent script start tasks explained

Customer Verification use agent scripts


Filed under: USD - Agent Scripts, USD - Configuration Tagged: agent scripts, CRM, Microsoft Dynamics CRM, Unified Service Desk, USD