Configure scripts, macros, and productivity tools in Dynamics 365 Customer Service
Intermediate
Functional Consultant
Dynamics 365
Customer Service
Help representatives spend less time on repetitive actions and more time resolving customer issues. Configure scripts that provide guidance at the right moment, macros that complete repeatable tasks, and contextual automation that carries case and customer information through each step in Copilot Service workspace.
Learning objectives
In this module, you learn how to:
- Design macros that automate common record, session, and communication tasks.
- Pass contextual data to scripts and macros by using the automation dictionary.
- Configure scripts and associate them with session templates.
- Make built-in and custom productivity tools available through experience profiles.
Prerequisites
Basic understanding of Dynamics 365 Customer Service, Copilot Service workspace, and experience profiles.