Learn how to ensure agent scripts are displayed during chat conversations in Dynamics 365 Customer Service. Discover the best method for associating scripts with session templates to improve agent efficiency and customer support.
Table of Contents
Question
A company uses Dynamics 365 Customer Service to provide customer support.
You create an agent script to assist agents who are working on cases.
You need to ensure that the script is displayed to agents while they have chat conversations with customers.
What should you do?
A. Add the script to a session template.
B. Add the script to an application template.
C. Create a new agent experience profile and add the script to the profile.
D. Enable the script to appear as a smart assist suggestion.
Answer
A. Add the script to a session template.
Explanation
This item tests the candidate’s knowledge of configuring agent scripts.
When a script is created, you must associate the agent script with a specific session template to make it available to that template. When associated, the script is available when a session that uses that session template is opened. Application templates are used as containers for opening applications, such as Dynamics 365 records inside a session. Agent experience profiles control which features are available to agents when they open a customer service application. Although you can enable agent script functionality in an agent experience profile, the functionality does not have any impact on which agent scripts are presented to agents. The smart assist feature displays real-time recommendations to agents.
Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.