Guide customer interactions with agent scripts
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| End users by admins, makers, or analysts |  Oct 24, 2019 |
- | Jan 24, 2020 |
Business value
Agent scripts help businesses quickly and consistently train agents and ensure they are helping all customers in a consistent way for similar types of support issues.
Feature details
Businesses have a critical need to continuously train agents on the latest processes and products due to a high degree of churn in people, products, and processes. Despite regular trainings, recurrent errors and delays in service delivery are common, resulting in customer dissatisfaction. To ensure the required levels of regulatory compliance and offer a consistently positive customer experience, process adherence is critical. This feature provides organizations a means to configure scripts that provide step-by-step guidance to agents. These steps can be configured and automated based on session types (such as chat or phone calls) to ensure adherence to the appropriate processes.
See also
Guide agents with scripts (docs)