What can be used to create a call script for support representatives?

A flow using Flow Builder is an effective tool for creating a call script for support representatives because it allows you to design and automate processes in a visually structured manner. With Flow Builder, you can create guided steps that support representatives can follow during a call. This includes branching logic to present different paths or questions based on the responses from the customer, ensuring that representatives have a dynamic and responsive tool at their disposal.

Using a flow enables the integration of various elements like input screens, decision points, and recorded data, which can provide a more interactive and comprehensive experience for the representatives. They can easily access relevant information or scripts tailored to specific scenarios, improving efficiency and enhancing the quality of customer interactions.

In contrast, the other options, such as document templates or checklists, may provide static information but do not offer the interactive capabilities and flexibility of a flow. An external application could also be a possibility; however, using Flow Builder within Salesforce ensures that everything is housed within the same ecosystem, enhancing user adoption and data integrity.