Microsoft
MB-230 · Question #105
You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined…
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implement multi-session experiences for Customer Service
Question
You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions. You need to provide users with guidance for their customer interactions. What should you use?
Options
- Aagent scripts
- Bknowledge management
- CCRM dialogs
- DCRM workflows
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Topics
#agent scripts#Unified Service Desk#guided interaction#call center