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