Which script step should be used to instruct agents on what to say to customers?

The correct choice is based on the functionality of a "Text" step within a script in Dynamics 365 Customer Service. The "Text" step is specifically designed to provide content that agents can refer to during customer interactions. It can contain predefined phrases, instructions, or pieces of information tailored to guide agents on how to communicate effectively with customers. This feature is crucial for ensuring consistency in messaging and enhancing the customer experience by providing agents with the necessary support.

In the context of the other options, while a "Macro" typically automates repetitive tasks, it does not directly instruct agents on what to say. A "Script" step, while providing a broader framework for the flow of a conversation, is not specifically a content type for conveying speech instructions; it offers a structural guide rather than direct text to refer to. The "Built-in" option refers to functionalities that are standard within the system but does not specify content designed for communication guidance. Therefore, the "Text" step stands out as the most suitable choice for instructing agents on communication with customers.