RE: Implementing complex CS Agent Call Scripting Scenarios
Hi Leah,
D365 Customer Serivce is where all is tied up and all our work is being carried out using the D365 Unified Interface App: case management, KB etc, we don't use chat the whole process is carried by the CS Team via Phone calls, scripting those calls it is a must but some of the scenarios can be very difficult to implement, the case management 3rd Party App that the team is using it is out of date, no compatible with dataverse and needs replacement, the upper management thought that D365 or a Power App could be a solution
At the present time using
- Customer Service Hub in addition of case management, KB, etc.. I am using the CSHub UI / Service Management area / Agent Experience for creating sessions which will be linked to scripts, macros, notification, etc ( we don't need Omnichannel license but does not look is needed for Agent Scripting)
- Customer Service Workspace where you can access by default the Agent Script Experience, manage the cases and even inbox, can be customized
- Power App / Customer Service Workspace / App Profile Manager: for assigning sessions created in CSHub UI / Service Management area / Agent Experience to teams or individuals
There are few issues:
- Every CS current scripted call could launch multiple of internal and external internet sites, sharepoint resources and others, there are several categories (groups) and big number of them in each group a call might be or not linked to a case, not all the phone calls needs a case to be opened
- Agent Experience scripts only have text, macros and control, cannot find a way to tide up complex scripts situation to them including opening tabs and sharepoint links, the other thing is grouping scripts, you can only drop-down individual and they have close to 100 and counting
- Application tabs only can be by sessions, I cannot link all the external sites and all the sharepoint links from different scripts, I cannot create 100 of sessions and apply the sessions to the same people
The CS team will need to be able to edit and add those scripts as they which
As I said I tried with Business Process Flows, Customer Service Workspace Agent but both are very simple and looks not suitable, don't know if Omnichannel will give extra functionality that could accommodate these complex scripts, we will need to make a strong case for buying or adding the Omnichannel Messaging addon
You need Customer Service Engagement or Enterprise for these and we have the licensing and the PowerApps already the CS team and must Agent Scripting Call is a must that we are investigating about how achieve this goal if possible with D365
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