AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ85

Configure the Dynamics 365 Contact Center representative experience

A company uses Dynamics 365 Customer Service. Customer service representatives (CSRs) use scripts to guide conversations.

For scripts for new conversations, the company requires the following:

  • Display customer data automatically within script instructions.
  • Ensure that CSRs follow a predetermined script sequence.

Configure the script behavior to meet these requirements. Which action should you perform for each requirement?

Select
Display customer data automatically.
Follow a predetermined script sequence.
Explanation

Dynamics 365 Customer Service slugs are runtime replacement parameters that surface contextual values, including customer data, in scripts. The Order setting for a script step controls the order in which the representative sees that step, providing the required sequence.

Learn more

Community Discussion

No comments yet. Be the first to start the discussion!