How to configure Bots in Dynamics 365 Customer Service Omnichannel application ?

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This video demonstrates the capability of creating and connecting to a bot within Dynamics 365 Customer Service Omnichannel application.
⭐ Bots are Power Virtual Agents, that are powered by AI
⭐ Bots engages with customers in different languages and devices
⭐ Bots provide simple answers to common questions
⭐ Bot is represented as a user in Omnichannel customer service
⭐ Bots can be configured as a bookable resource
⭐ Bots can be assigned to a queue
⭐ Bots can have skills configuration defined
⭐ All incoming work will be routed to the bot first.
⭐ Workstreams can be attached to a bot
⭐ Queues can be assigned to a bot
⭐ Bot will transfer customers to the right queues to speak with human agents (hand off process) in case more information is required, or bot is unable to provide resolution to the query
⭐ Actions that can be performed are:
Create a bot
Add existing bot
Girish Uppal explains the process to configure and connect to bots in Dynamics 365 Customer Service Omnichannel application.
#microsoft #powerplatform #dynamicscrm #dynamics365customerservice #microsoftcrm #omnichannel #dynamics365
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Опубликовано:

15 окт 2024

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Комментарии : 9

@rajivcoomar 10 месяцев назад

Thank you for the video. For chat I was able to add the bot but for Voice workstream I am not able to see the Voice-enabled section under OmniChannel. Any idea what setting I might be missing.

@PowerTechSpeck 10 месяцев назад

Thanks Rajiv. Can you please clarify your question? Which section under omnichannel app are you referring to ?

@rajivcoomar 10 месяцев назад

@@PowerTechSpeck I was looking for voice channel workstream with bot. Can you please share if anything available.

@PowerTechSpeck 10 месяцев назад

Navigate to voice workstream which you created. At the very bottom of the page you will find 'Show advance settings' collapsible control . Under smart assist bot section. Click on Add bot button to provision bot

@PowerTechSpeck 10 месяцев назад

Or Navigate to customer service workspace app. In that page you will find a section named as 'watch the overview ' under explore voice card. Click on 'customise voice' hyperlink and create a voice channel workstream and then link a bot

@rajivcoomar 10 месяцев назад

@@PowerTechSpeck Thank you, I was able to resolved the issue. The document was not updated with recent Copilot things. The settings tab of the bot was different. Thank you for the video once again.

@devheidson 7 месяцев назад

Hi, firt all, thank you for share this video. Do you know how configure authentication SSO for users internal using bot Power Virtual Agents connected in Omnichannel and using Chanel for Microsoft Teams? Thanks for support.

@PowerTechSpeck 7 месяцев назад

Did you try configuring Authentication in Omnichannel for chat users ?

@devheidson 7 месяцев назад

@@PowerTechSpeck yes, I configureted authentication in Omnicannel for chat user and is ready and corrected. My problem is related for channel teams in Omnichannel. In this documentation for Microsoft, for configure authentication (SSO) in channel microsoft teams, is necessary the created chatbot in Developer Portal in Microsoft Teams and this is done, but not function.