A Concise Guide to Dynamics 365 Agent Scripts

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A Concise Guide to Dynamics 365 Agent Scripts

Imagine reaching out for customer service and being greeted every time with the understanding and response of a professional that feels tailor-made to your query.

Unfortunately, the reality can often fall short. Customers frequently face long waits, inconsistent information, and a sense that the service agent is as lost as they are.

This is where Dynamics 365 agent scripts shine. By equipping teams with a structured dialogue framework, these written scripts actively shape conversations. They help navigate common service challenges, such as inconsistent messaging across customer interactions. This uniformity in approach reinforces an organisation’s brand and ethos to help make interactions reliably informative and helpful.

Additionally, agent scripts are invaluable in helping onboard new agents. They offer a hands-on reference that speeds up the learning process, enabling new personnel to deliver competent service from their first day on the job.

This combination of efficiency, consistency, and accelerated training makes agent scripts a productive tool for service teams seeking to raise the bar.

Let’s examine how these scripts add value and build trust.

Minimising Service Errors

Agent scripts are designed to guide teams through customer interactions across channels, providing step-by-step prompts for various scenarios.

This pre-structured approach reduces the likelihood of oversights or mistakes that can easily occur in on-the-spot responses. By actively engaging with these steps, agents prepare themselves to navigate inbound enquiries and share information that aligns with company policies.

Dynamics 365 Agent Scripts screenshot

These scripts help standardise responses to frequent scenarios at scale, ensuring information is always accurate and up-to-date. This includes the ability to quickly amend scripts in the Customer Service Admin Center as policies change or products evolve.

Adherence to Business Processes

Agent scripts can also play a vital role in maintaining an organisation’s operational standards by promoting adherence to established business processes.

One example includes using macros – automated actions that smoothly integrate into service protocols, automating routine tasks and decisions. For instance, prompting an agent to run a macro within a script, automated actions could include creating a case or updating field values.

These types of automation ensure that interactions are managed according to an organisation’s rules and regulatory requirements.

Also, by embedding these procedures directly into the agents’ workflow, Dynamics supports alignment between service delivery and business goals, contributing to a more disciplined and efficient environment.

Dynamics 365 agent scripts macro configuration

As agents use scripts to comply with business practices they also simplify workflows, bringing us to another advantage: enhanced operational efficiency.

Enhancing Efficiency through Reduced Handling Time

Implementing Dynamics 365 agent scripts can also improve service operations by reducing average handling times.

Because scripts equip agents with quick access to pre-approved messages and procedural steps, they support quicker resolution without compromising service quality. By swiftly guiding agents through the most efficient paths, scripts minimise pauses, hold times, or the need for assistance from supervisors or co-workers.

Shortened interaction durations free agents to handle more cases, maximising capacity and efficiency within service departments. This reduction in handling time boosts productivity and enhances satisfaction as people receive faster responses.

What are the main components of Agent Scripts?

The Agent Script Menu provides a list of available scripts. Selecting an option presents the most relevant scripts to adapt to the current interaction.

Text Instructions are defined to provide clear, concise directives to the agent, guiding them through the conversation. Instructions can cover a range of guidance, from how to greet customers to complex problem-solving steps, ensuring consistency and efficiency in responses.

Macros are integral to the automation of agent scripts. These includes automated actions to perform routine tasks, such as updating records or sending templated emails, directly within a script flow. As previously mentioned, this feature embeds standardised procedures into the agents’ workflow, reinforcing adherence to business processes without needing manual intervention.

Links to Agent Scripts allow agents to switch between scripts seamlessly during the course of an interaction. Selecting the view icon loads and replaces the current script in the Agent Script Menu, enabling fluid navigation through conversations.

Agent Scripts: Frequently Asked Questions

How is Agent Scripts Licensed?

The agent scripts feature is available through the Dynamics 365 Customer Service Enterprise license. This capability is not available with the Customer Service Professional user licence

What Dynamics apps are Agent Scripts designed for?

Initially designed for Omnichannel for Customer Service, agent scripts are available in the Dynamics 365 Customer Service Workspace. This feature is not available in the Customer Service Hub.

What channels are supported?

Agent scripts enable omnichannel support, allowing organisations to connect and engage with customers across various messaging platforms, including voice and online chat.

How do Agent Scripts compare to Business Process Flows?

Agent scripts and process flows in Dynamics 365 aim to guide user actions and ensure consistency, but they serve slightly different purposes and operate in distinct ways.

Agent scripts are specifically designed for service. They provide dynamic, real-time guidance for agents, akin to sales sequences for sellers. They allow flexible navigation between scripts during interactions, helping users adapt nimbly.

In contrast, business process flows can work across various applications. Process flows provide a broader guide to reaching a predefined outcome by leading users through steps. These can cover any repeatable process, such as lead qualification, application handling or onboarding new customers.

Agent Scripts excel in service environments requiring instant adaptability and contextual decision-making, enhancing customer service agent’s efficiency.

What are the differences between Knowledge Articles and Agent Scripts?

Dynamics 365 knowledge articles are documents designed to help customers and agents by providing thorough information and solutions for various issues. These articles can be accessed via self-service portals or used by agents to assist customers.

Conversely, agent scripts are pre-defined, step-by-step guides that help agents navigate through customer interactions, ensuring consistency and adherence to company standards. While knowledge articles offer in-depth content on topics, agent scripts focus on the process and flow of customer communication.

Take the Next Step

Dynamics 365 agent scripts help service teams handle interactions effectively, maintain accuracy, and provide consistent experiences. This means better customer support and smoother operation.

Interested in learning more? Contact ServerSys to explore how agent scripts can benefit your business.

Microsoft Learn Resource

Guide Customer Interactions with Agent Scripts


May 24, 2024

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Warren Butler

Warren Butler

Warren is the director of marketing at ServerSys. He brings over 20 years of experience covering business transformation, CRM and Microsoft Dynamics to help organisations grow by embracing technology.

If you have any questions, please get in touch with us at hello@serversys.com

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