Final answer:
Agent scripts should be used in a Microsoft Dynamics 365 environment with Unified Service Desk to provide users with interactive guidance during customer calls. They deliver a scripted set of questions and trigger conditional follow-on actions based on customer responses.
Step-by-step explanation:
In a Microsoft Dynamics 365 environment using Unified Service Desk (USD) in a call center scenario, agent scripts should be used to provide users with guidance for their customer interactions. Agent scripts are designed to assist call center operators by presenting them with a script to follow during customer interactions. These scripts can include questions that lead to conditional operations, or follow on actions, depending on the customer's responses.
Knowledge management is useful for providing information that can support customer interactions, but it does not actively guide users through a process as agent scripts do. CRM dialogs were used in earlier versions of Microsoft Dynamics CRM to create interactive scripts for users, but they are deprecated in favor of business process flows and no longer the primary method in the latest versions of Dynamics 365. CRM workflows are a tool for automating background processes, not for interactive guidance during calls. Therefore, for interactive and script-driven guidance, agent scripts in USD are the appropriate tool to use.