What should you use?

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?
A . agent scripts
B . knowledge management
C . CRM dialogs
D . CRM workflows

View Answer

Answer: A