Preview: Guide agents with scripts

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

[This topic is pre-release documentation and is subject to change.]

Important

  • A preview is a feature that is not complete, as it may employ reduced privacy, security, and/or compliance commitments, but is made available before it is officially released for general availability so customers can get early access and provide feedback. Previews are provided “as-is,” “with all faults,” “as available,” and without warranty.​
  • This preview features does not come with technical support and Microsoft Dynamics 365 Technical Support won’t be able to help you with issues or questions. If Microsoft does elect to provide any type of support, such support is provided "as is," "with all faults," and without warranty, and may be discontinued at any time.​
  • Previews are not meant for production use, especially to process Personal Data or other data that is subject to heightened compliance requirements, and any use of "live" or production data is at your sole risk. All previews are subject to separate Terms and Conditions.

Overview of agent scripts

In the customer service industry, agents need to deal with continuous updates both in the product and processes. Even after rigorous training of agents, recurrent human errors and delays in service delivery occur due to a lack of guidance in real-time customer scenarios. These issues lead to lower productivity and thus impact customer satisfaction levels. To avoid errors and ensure adherence to processes, agents need guidance.

Agent scripts provide guidance to agents about what to do when they get a customer issue. The scripts ensure that only accurate, company-endorsed information is being shared, while also safeguarding the organization in regard to legal-compliance issues. Agent scripts help organizations to be unified, accurate, and effective while also being faster and more efficient in terms of customer handling.

The agent scripts reduce the human errors involved in the process as the agents know the next actions they need to perform while interacting with a customer, which enables them to adhere to business process. The option, in turn, leads the agents to provide a quick resolution to the issue (low average handling time) and improve customer satisfaction.

Value propositions

  • Minimization of human errors.

  • Adherence to business processes.

  • Lower Average Handling Time.

  • Improved customer satisfaction.

Prerequisites

  • Install Dynamics 365 Productivity Tools solution.

  • Ensure you have the Productivity tools administrator security role. To learn more, see Assign roles and enable users.

  • Ensure agents and supervisors are assigned Productivity tools user security role. To learn more, see Assign roles and enable users.

Walkthrough to enable agent script

Step 1: Create agent scripts

Step 2: Associate agent script with session template

Step 3: Add agent script control to a form

Step 1: Create agent scripts

  1. Sign in to the Omnichannel Administration app.

  2. Select Agent Scripts under Agent Experience.

  3. Select + New in the Active Agent scripts page.

  4. Specify the following in the New Agent script page.

    Field Description Value
    Name Provide a name to the agent script. Chat session script
    Language Select a language from the list. The languages that are enabled in the Common Data Service platform appear in the list. English
    Description Describe the agent script. This agent script is used for chat sessions.
  5. Select Save. After you save, the Agent script steps appears.

  6. Select + New Agent script step in the Agent script steps section. The Quick Create: Agent script step appears.

  7. Specify the following in the quick create form.

    Field Description Example Value
    Name Provide a name to the agent script step; this appears for the agent at runtime. Greet customer.
    Order Specify the order number based on which step is displayed to the agent. 1
    Action Type Select an action type from the list:
    • Text instruction
    • Macro
    • Script
    Description Describe the step briefly for your reference. This step opens a draft email to send knowledge article links to customer.

    Note:
    This field appears only when you select the Action Type value as Target Macro or Target script.
    Text instruction Specify the text instructions the agent needs to follow and execute. This is a text field. Additonally, you can pass parameter values using the Slugs and OData queries. To learn more see, Pass parameter values

    Note:
    This field appears only if you select the Text value for the Action Type field.
    Greet the customer with welcome message from the quick reply repository.
    Target macro Type the name of the configured macro in the text box and select the macro from the lookup results.

    Note:
    This field appears only if you select the Macro value for the Action Type field.
    Email
    Target script Type the name of the configured script in the text box and select the script from the lookup results.

    Note:
    This field appears only if you select the Script value for the Action Type field.
    Close session

    Quick create: Agent script - Text

  8. Select Save and Close to add, save, and close the quick create form.

  9. Select Save to save the changes.

    Agent script

Now, the agent script is configured.

Step 2: Associate agent script with session template

After you configure the agent script and add the field to a form, you need to associate the agent script with a session template so that, based on the session type, the agent script loads to the agents.

  1. Sign in to the Omnichannel Administration app.

  2. Select Sessions under Templates.

  3. Select a template from the list for which you want to associate the template. For example, select the Chat - Default Session template.

  4. Select the Agent scripts tab.

  5. Select Add Existing Agent script in the Agent scripts section. The Lookup Records pane appears.

  6. Select the search icon in the Look for Records box. Select the agent script from the list and select Add.

    Associate agent script

  7. Select Save.

The agent script is associated with the session template.

Step 3: Add agent script control to a form

After you create an agent script, you must add the agent script field to the form where you want agents to see it.

  1. Sign in to the Omnichannel Administration app, and then on the command bar select Settings Settings > Advanced Settings.

  2. Select Settings > Customizations > Customize the System. Solution Explorer opens in a new window.

  3. Expand Entities and select the entity for which you want to add the field. In this procedure, we will add to the Customer Summary form in the Conversation entity.

  4. Expand Conversation > Forms > Customer Summary. The Customer Summary form opens in a new window.

  5. Select the INSERT tab from the command bar, and then select Section > One Column in the command bar.

    Add section

  6. Select the section, and then select Change Properties from the command bar. The Section Properties dialog appears.

  7. Specify Agent script as the value for both the Name and Label fields.

  8. Select the Show the label of this section on the Form check box, and then select OK.

    Add name and show label

  9. Select a field of type Text from Field Explorer. For example, the Title field is of type Text. If you hover the cursor on a field, you can view the type.

    Add field of type Text

  10. Drag and drop the Title field to the section you added in the earlier step.

  11. Select the Title field in the Agent script section, and then select Change Properties from the command bar. The Field Properties dialog appears.

  12. Clear the Display the label on the form check box in the Display tab.

    Clear display label

  13. Select the Controls tab in the Field Properties dialog, and then select Add Control.

    Add agent script control

  14. Select Agent script control in the Add Control dialog, and then select Add.

  15. Choose the Web radio button for the Agent script control option, and then select OK.

    Choose web option

  16. Select Save to save the changes.

  17. Select Publish to publish the customizations.

See also

Agent script

Macros

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