Exercise - Create and set up agent scripts

Completed

Lamna Healthcare Company wants to ensure that they have proper tools in place to provide the best service and guidance during patient interactions.

Patient Service Center has a Productivity pane, an auxiliary work area that contains tools that support or expedite an agent's tasks when they're engaging with patients. During a patient engagement, the pane will be shown next to the patient record information, and the agent can collapse or expand it as needed.

For more information, see Productivity pane overview.

Agents can use the Agent scripts tool in the Productivity pane to help with patient care. Agent scripts provide guidance for a specific situation and can help organizations be unified, accurate, and effective while also being more efficient with patients. The scripts ensure that only company-endorsed information is being shared, help reduce error, and improve customer satisfaction.

In this exercise, you will create and set up an agent script to appear in the Productivity pane in Patient Service Center. The following screen shows the Productivity pane on the right, with the Agent scripts tab showing.

Screenshot of the Productivity pane with the Agent scripts tab showing.

Task 1: Assign the Productivity tools administrator role

In this task, you will assign the necessary roles to your user to create and use agent scripts. Specifically, you will add the Productivity tools administrator and Productivity tools user roles. The Productivity tools administrator can complete any action (create/read/write/append/delete) on the agent script, whereas the Productivity tools user role only has read capabilities. Because you are creating the roles, you will need the administrator role.

For more information, see Assign roles and enable users for Omnichannel for Customer Service.

  1. While using an In-Private or Incognito window, go to http://make.powerapps.com.

  2. Select the correct environment from the Environment dropdown menu in the upper-right corner.

    Screenshot of the Power Apps command bar.

  3. Select the gear icon in the upper-right corner and then select Advanced settings.

    Screenshot of the Power Apps menu with the gear icon selected and the Advanced settings option showing.

  4. A new window should open and direct you to Dynamics 365. If it takes a while to load, reload the page, which will prompt the page to load faster.

  5. In Dynamics 365, select **Settings > Security.

    Screenshot of the Settings menu in Dynamics 365, with the System > Security option selected.

  6. Under Security, select Users.

    Screenshot of the Security > Users section.

  7. Switch the System Views dropdown menu from Omnichannel Users to Enabled Users for the grid view so that your user will show in the list.

    Screenshot of the System Views dropdown menu, showing Omnichannel Users with the Enabled Users option selected.

  8. While in the Enabled User list, scroll down to find your user, or you can use the search bar. Select your user and then select Manage Roles on the command bar.

    Screenshot of the top navigation menu with the Manage Roles option selected.

  9. Scroll down and select the following two roles for your user. Select OK.

    • Productivity tools administrator

    • Productivity tools user

    Screenshot of the Manage User Roles list with Productivity tools administrator and Productivity tools user options selected.

Note

You will assign more roles in this lab. We recommend that you leave the user screen open.

Congratulations, you've successfully assigned the necessary Productivity tools user roles to set up and use agent scripts.

Task 2: Create an agent script

In this task, you will create an agent script in the Omnichannel Administration app. This script will guide the agent to validate patient information when a conversation is initiated between a patient and an agent in Patient Service Center. The script will have two steps: one to confirm phone information and another to verify insurance information. This task will guide you through creation of this agent script and its steps.

  1. In Power Apps, select Apps on the left navigation bar.

    Screenshot of the Power Apps menu with the Apps option selected.

  2. Open the Omnichannel Administration app.

    Screenshot of the Apps list with the Omnichannel Administration option selected.

  3. On the left navigation bar, under Agent Experience, select Agent scripts and then select + New.

    Screenshot of the Dynamics 365 left navigation pane with the Agent scripts option selected.

  4. For the New Agent script record, specify the following information:

    • Name - Validate Patient Information

    • Unique Name - msdyn_ValidatePatientInformation

    Screenshot of the General tab in the New Agent script record, showing the Name, Unique Name, Owner, Language, and Description fields.

  5. Select Save. The New Agent script steps option should appear on the right.

    Screenshot of the Validate Patient Information screen in the Agent script.

  6. In the Agent script steps section, select + New Agent script step.

    Screenshot of the Validate Patient Information screen with the New Agent script step button selected.

  7. The Quick Create: Agent script step form will appear. Specify the following fields:

    1. Name - Confirm Phone Number

    2. Unique Name - msdyn_ConfirmPhone

    3. Order - 1

    4. Action type - Text

    5. Text instructions - Ask patient to confirm phone number.

    Screenshot of the Quick Create: Agent script step form with fields completed.

  8. Select Save and Close. Now, you can add another step.

  9. In the Agent script steps section, select + New Agent script step again.

    Screenshot of the Confirm Phone Number script step added and the New Agent script step button displayed.

  10. Another Quick Create: Agent script step form will appear. Specify the following fields:

    1. Name - Verify Insurance Information

    2. Unique Name - msdyn_VerifyInsuranceInformation

    3. Order - 2

    4. Action type - Text

    5. Text instructions - Ask Patient for Insurance Provider and ID #. Verify their response matches insurance information on file.

      Screenshot of the Quick Create: Agent script step form showing fields completed for adding another script step.

    6. Select Save and Close. Both steps should now be in the Agent script steps table.

      Screenshot of the Agent script steps table with the Verify Insurance Information script step added.

  11. The agent script is now complete. Select Save & Close.

    Screenshot of the Agent script command bar with the Save and Close option selected.

Congratulations, you have completed creating an agent script with two steps to validate patient information, including phone number and insurance information.

Task 3: Associate the agent script with a session template

In this task, you will associate the agent script with a session template so that it will load for agents based on the type of session that they've opened. You will be associating the agent script that you created with the Default chat session. This default chat session opens during an escalation to an agent in Patient Service Center.

  1. Open the Omnichannel Administration app in Power Apps if you aren't already in it.

    Screenshot of the Apps menu with the Omnichannel Administration option selected.

  2. In the left navigation bar, under Agent Experience, select Sessions.

    Screenshot of the left navigation bar with the Sessions option highlighted.

  3. Select the Chat session - default session template. Double-click or select Edit on the command bar to open the Chat session - default record.

    Screenshot of the Active Session Templates menu with the Chat session - default option highlighted.

  4. Associate this session with the agent script.

    Screenshot of the General tab with the Unique Name, Type, Title, Communication panel mode, and Description fields displayed.

  5. Select the Agent scripts tab. In the Agent scripts section, select Add Existing Agent script.

    Screenshot of the Agent scripts tab with the Add Existing Agent script option displayed.

    The Lookup Records pane should appear on the right.

    Screenshot of the Look for Records search box on the Lookup Records pane.

  6. In the Look for Records box, select the search icon (magnifying glass).

    Screenshot of the Lookup Records search box displayed.

  7. Select the Validate Patient Information agent script from the list and then select Add.

    Screenshot of Lookup Records pane with the Validate Patient Information record selected.

    The Chat session - default session template should have the Validate Patient Information agent script.

    Screenshot of the Chat session - default template, showing the Agent scripts tab with the Validate Patient Information agent script listed.

Congratulations, you have successfully created an agent script with two steps and associated the agent script with the default chat session. Now, your agents can use this script during a default chat session with a patient.