Business Scenario

We use Agent Scripts in the Customer Service Workspace app to facilitate semi-automated actions for our users. These scripts are tailored to specific business units of user groups. Therefore we use multiple Case entity session templates, each linked to the Agent Experience Profile that specifies the relevant users.

Additionally, we have implemented a custom Pick Case function over the Case entity. This functionality allows users to select multiple cases simultaneously, opening them in new tabs and assigning users to the case. But the challenge is to select the appropriate session template, which is mandatory.

We consider implementing custom configuration table that maps users or business units to their respective session templates.

However, the better solution would be to provide currently not-supported API, which would dynamically retrieve the correct session template based on userid. Function can be called, but it returns no value (undefined). Based on MS support there is no supported and documented API to retrieve the session template name programmatically.