In this webinar, our experts showcase a variety of demo use cases of how different components of the...
Unified Service Desk (USD) is a highly configurable solution framework that provides an excellent foundation for call center management. One of the great features of USD are configurable agent scripts, which can be used to facilitate and enable productive customer service interactions. In today's blog we will be covering some foundational USD strategies and go over some recommendations for preparing to configure items in the Dynamics Unified Service Desk. Let's dive in!
What makes USD especially powerful is that agent scripts can be modified without development customizations. Business process analysts can create the steps in the call flow process, and then by leveraging Action Calls, can automate functions that until now were not available unless they were coded by developers. This gives businesses the ability to continually modify and improve business processes while also automating relevant information in real time to customer service agents. These capabilities can be leveraged to improve overall call center performance including ensuring customer service levels and reducing representative training times.
Some of the common automations that can be used during a call script are:
USD configuration can be set up so that ongoing process improvement driven script iterations can be completed by business analysts and leverage out-of-the-box CRM and USD capabilities. While there is considerably less custom coding typically required in a USD versus customer care accelerator based implementation, there will still be some customizations and technical configurations required to set up the initial solution framework. For example, in order to properly display and leverage the full power of Dynamics CRM email templates and Knowledge Base articles, custom controls need to be developed, along with customized XAML based USD Panel Layouts.
The basic elements in configuring agent script automations are managed by a few core USD configuration entities. Foundational Setup: These define the basic behavior of the USD system and, once set, will not change much unless major processes and/or data flow changes occur:
Examining and Creating Agent Scripts, Answer Options, and Action Calls
In the demo data of USD installations there are some excellent examples of the sequential steps in an agent call script, how to drive the flow through associated answers with redirects to subsequent actions, and associated action calls.
Here are the steps:
1. Under Settings, select Unified Service Desk.
2. Next, select Agent Scripts.
3. Create a new Agent Call Script and then you can create multiple answer options.
4. Next, link the Answers to the next step in the script.
5. Open the next step in the Agent Script that you just created within the script and associate a new action call to the agent script step by selecting the associated Actions.
6. Finally, add a new action call. Action calls are the heart of automations.
These are just a few examples of common automations, and once you get the basic configurations set up, the iterative agent call script process can be crafted as a process. The agent call script configurations can be thought of as steps and can be utilized to walk service representatives through the call flow process.
That's all for the blog today, folks! You can learn more about USD by checking out our website!
Happy CRM'ing!