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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Implementing Agent Scr...
Service | Customer Service, Contact Center, Fie...
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Implementing Agent Scripts

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Posted on by Community Member

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. Greet Customer (Text) -> Easy Task
  2. Verify Customer (Text) -> Easy Task
  3. Create a 3rd Party browser (Tab Application Resource) -> Easy Task
  4. Testing/Learning how to create a case based on the info give (Macro) -> in progress

Stuck about

  • if Application Tabs (particularly 3rd Party Websites can be added to Default D365 Agent Experience Sessions, looks like it is not possible to edit any created by default session (Case entity session - default template)
  • How to associate Application Tabs to sessions, specifically 3rd party URLs tabs showing when following Agent Scripts to cases, however this looks only can be done via Omnichannel Administration and Omnichannel Admin Center
  • Will an OminChannel license be needed for users being able to use the Agent Scripting guide once published to cases?
Ref:
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  • Community Member Profile Picture
    Community Member on at

    Hi dynamicstechy,

    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:

    pastedimage1641878404852v1.png

    3.If you want to use Agent Scripting guide, you need OminChannel license.

  • Community Member Profile Picture
    Community Member on at

    Hi Leah,

    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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