Integrating Microsoft Teams with Dynamic 365 using Office 365 Incoming Webhook.

Note this does not utilize the Teams Connectors available in Power Automate.

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Hello,

Microsoft Power Automate aka Flow, is one of the best tools that I have ever used in the Microsoft Business application tools.

Having said that there are few limitations as to what can be achieved using it.

For me personally, one thing that really bothers me are the Ads that Teams Connector places on adaptive cards it sends out to teams.

I feel this does not give us the ability to use this in a production environment, and working in a team that build products using these tools. It is quite complicated to explain to the clients why its not their icons when sending out the notification on teams.

Problem Statement:

Find a way to post notifications in Teams Channels, without using Flows Connector.
In this case the problem statement is, when a case is assigned to a team, we post a notification to a team stating the details about the case in a adaptive card.

Solution

The solution has three folds,
1. Setting up the Webhook within Teams.
2. Customizing Dynamics 365 and creating the Flow.
3. Creating the Adaptive Card.

1 . Setting up the Webhook Within Teams

As the first step, login into teams with your organization Id, if in case you do not see any of the options in the video on your instance of Team, please check with your IT Team to give you access.
Please refer to this https://docs.microsoft.com/en-us/microsoftteams/teams-app-permission-policies

Note : One of the most painful thing about teams is any changes to security policy takes more than 24 hrs to reflect on all the devices.

Let’s get started with step 1

2. Customizing Dynamics 365 and creating the Flow.

The second step is to create a field in Dynamics to hold the Webhook URL and use Power Automate to trigger a notification to Microsoft Teams.

3. Creating the Adaptive Card.

This technically is a message card, but Microsoft has promised to release adaptive card support soon.

If you were able to follow along and did not hit any major roadblock, you should have a good starting point.

Please feel free to leave any comments or feedback.

Integrate Dynamics 365 + Power Virtual Agent + LUIS.AI

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Hi Everyone, 

With Power Virtual Agent taking the spotlight, I found a neat way to integrate it with Dynamics CRM in a way that addressed the following scenario.

Please Note: This solution does not utilize the Microsoft omnichannel for customer service.

Problem Statement

Providing the ability for a user to query the Knowledge Article entity in Dynamics 365 via a bot. While being able to understand natural language of user query and retrieving the appropriate result.

SOLUTION

I approached this problem statement in 3 stages, and I will be explaining each one of them in the same order.

  1. The Chatbot.
  2. Understanding the Query. 
  3. Fetching the Result. 

The chat-bot is created using the power virtual agent, we will be utilizing Luis.AI to understand the user query and using Power Automate (aka Flow) as connector between different platform.

The highlight of the solution is once the working parts are set, answering new queries is very simple. By just publishing a new knowledge article in Dynamics that data is available to the bot users.

Since the demo involves a lot of steps, I have created a series of videos.

The first video talk about, how to setup Power Virtual Agent using your Dynamics 365 account. This is a essential step as it required to connect to the correct dynamics 365 environment.

While your power virtual agent is being setup, we can start by getting LUIS.AI setup.

The LUIS.AI app I create is quite rudimentary, I will probably make a more detailed video on all its features in a future video.

Once you have LUIS.AI Setup, you can get started with creating your bot.

Following the bot creation, we can move on to connecting it to LUIS.AI using Power Automate ( Flow ).

The last step is to connect the bot to dynamics, this is a big step, so forgive me for the slightly longer video than others.

If you were able to follow along and did not hit any major roadblock, you should have a good starting point to your very own virtual agent.

Please feel free to leave any comments or feedback.