MB-230 · Question #166
Drag and Drop Question You are creating agent scripts in Dynamics 365 Customer Service. You must add the following steps to the scripts: 1. Use the greeting: Welcome to the company, how may we serve…
The correct answer is Text instructions; Macro; Agent script. Dynamics 365 Agent Script Step Types - Explained Understanding the Three Step Types | Type | Purpose | |---|---| | Text instructions | Displays static text for the agent to read - no automation | | Macro | Executes a series of automated actions with a single click | | Agent…
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Correct arrangement
- Text instructions
- Macro
- Agent script
Explanation
Dynamics 365 Agent Script Step Types - Explained
Understanding the Three Step Types
| Type | Purpose |
|---|---|
| Text instructions | Displays static text for the agent to read - no automation |
| Macro | Executes a series of automated actions with a single click |
| Agent script | Launches another nested/sub-script (a new set of steps) |
Step-by-Step Placements
Step 1 → Text instructions "Welcome to the company, how may we serve you today?"
This is a greeting the agent reads aloud - it's purely informational text. Text instructions are designed exactly for this: showing a static message to guide the agent's speech or behavior. No automation is triggered; the agent simply reads and follows the displayed text.
Common mistake: Choosing "Macro" here. Macros perform automated system actions; they can't display a spoken greeting.
Step 2 → Macro "Send details about a customer's account to the customer with one selection"
The key phrase is "with one selection." Macros execute multiple background actions (e.g., fetching account data, composing a message, sending it) as a single automated sequence triggered by one click. This is precisely what macros are built for - reducing multi-step actions to one.
Common mistake: Choosing "Agent script" here. A nested script opens more steps to follow manually; it doesn't automate sending data in one action.
Step 3 → Agent script "Open another set of steps to follow"
The phrase "another set of steps" is the tell. An Agent script step type references and launches a separate, nested agent script - effectively branching the workflow into a new sequence. This is the only type that opens a new script context.
Common mistake: Choosing "Text instructions" here. Text instructions only render static text - they cannot navigate to or load a different script.
Quick Summary Rule
- Read something? → Text instructions
- Do something automatically in one click? → Macro
- Go somewhere (open new steps)? → Agent script
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