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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
Add conditions to agent scripts
Trigger different scripts based on user settings
Agent script start tasks explained
Customer Verification use agent scripts
Business Applications communities