Implementing Bots with Virtual Agent for Microsoft Dynamics 365 Customer Service Featured Image
"Virtual agents", the Bot that is capable of being configured without a line of code
"Virtual agents", the Bot that is capable of being configured without a line of code
  • Create Bots using settings.
  • Creating questions and answers topics: conversation threads.
  • Linking with Microsoft Flow to trigger actions and workflows to Dynamics CRM or other platforms (eg trigger actions to another office 365 applications or check current account balance in Finance & operations).
  • Visualize analytics about BOT in dashboards.
  • Publish the bot on various channels.

Content to Implement Virtual Agent Dynamics 365 Customer Service

#1. Bot creating

create a new virtual agents bot
create a new virtual agents bot
give this project a name
give this project a name

#2. Creation of topics and conversation intentions

assign virtual agents bot's artificial intelligence engine to identify
assign virtual agents bot's artificial intelligence engine to identify
conversation flow
conversation flow
  • Bot says.
  • User says.
  • Action (MS Flow).
  • Escalate to an agent (live chat).
  • End with a survey.
  • Go to another action (topic).

#3. Test a Bot

Dynamics 365: you can test the conversation thread of the bot
Dynamics 365: you can test the conversation thread of the bot

#4. Integrate the virtual agent into Dynamics 365 to enter Cases to customer Service.

Dynamics 365: we must create a workflow in the same "environment" for the virtual agents
Dynamics 365: we must create a workflow in the same "environment" for the virtual agents
  • Authentication to Dynamics 365 using the credentials of the user with access to the CRM instance to which we will enter the info.
Flow should be seen as follows
Flow should be seen as follows
configure the HTTP request
configure the HTTP request
“Dynamic 365” as a connector
“Dynamic 365” as a connector
Dynamics 365: data we must enter
Dynamics 365: data we must enter
  • – Complete the name of the organization.
  • – Complete the name of the entity.
  • – Complete the case title.
  • – Complete the client (as an example we put the GUID of the static register to test it).
  • – Type of client: contacts / Accounts as appropriate.
return to Virtual Agent to configure
return to Virtual Agent to configure
Dynamics 365: Microsoft Flow will be returning the ID
Dynamics 365: Microsoft Flow will be returning the ID

#5. Display the Dynamics CRM incident record.

Dynamics 365: CRM incident record
Dynamics 365: CRM incident record

#6. Consulting the data analytics of the Bot.

Dynamics 365: Consulting the data analytics
Dynamics 365: Consulting the data analytics

Conclusion

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Ruhani Rabin

Ruhani Rabin

Ruhani Rabin being a tech and product evangelist for almost 20 years. He was VP, CPO for various digital companies. Plays with Drones in his free time.