Software + Imagination
In this post, we will do a brief introduction to what is JWT, or JSON Web Tokens. According to open standard RFC 7519, JWT is “a compact, URL-safe means of representing claims to be transferred between two parties”. The idea behind JWT is that a token can be created by a system, and that token can be verified to be true and unchanged by a 3rd party system. This means the … Continue reading What is JWT JSON Web Token?
In this post, we will look at App Side Panes in Model-Driven Apps, a useful feature that gives users a side pane on the right side of a model-driven app. Developers can utilize this pane to display information to a user, such as lists, records, and pages. Note, according to the documentation, this is still in preview and was expected to go GA last month. Keep an eye out for … Continue reading App Side Panes in Model-Driven Apps
In this post, we will look at using Dynamics 365 Web Hooks, or webhooks, in the Plugin Registration Tool. We will call out to Power Automate as well as an Azure Function. If you prefer video, check it out on my YouTube channel: First, let’s open the Plugin Registration Tool and log into an org. We see the options for: Register New Assembly Register New Step Register Image Register New … Continue reading Calling an Azure Function and Power Automate with D365 Webhook
Hi All, I have been working on an Omnichannel for Customer Service YouTube Series. This is part of my Power Platform TV show on YouTube. Check out my playlist below of 16 Omnichannel videos (so far). Hope you all enjoy. More videos to come, don’t forget to Subscribe!
In this post, we will look at Unified Routing in Customer Service in Dynamics 365. Unified Routing is enterprise-grade routing that routes incoming work to the best agent. It classifies work, then assigns work based on parameters we provide and it can also utilize machine learning. Let’s take a look at it. We will go through the example of routing cases for sales and support to the best agent based … Continue reading First Look at Unified Routing in Dynamics 365 Customer Service
In this post, we will look at how Supervisors can proactively monitor sentiment of a conversation in Omnichannel for Customer Service. First, let’s set this up in the Omnichannel Admin app. Go to the app, and select Sentiment Analysis. Note the Agent settings and Supervisor settings to “show alerts when a customer’s sentiment decreases to or below”: We can choose here: Slightly negative Negative Very negative Let’s select slightly negative … Continue reading Proactively Monitoring Sentiment in Omnichannel
In this post, we will look at how to embed Power Automate flows inside of Power BI and pass Power BI data to the flows. Let’s say we have a report which contains Dataverse data, and when a user selects an Account, the can click a button to have that account emailed to them. First, let’s look at a Power BI Desktop report we have, which is pulling data from … Continue reading Embedding Power Automate Flows Inside Power BI
In this post, we will look at Entities and Smart Matching in Power Virtual Agents. We will go through an example of an airline bot helping passengers find their boarding time. Entities are not what is now called tables in the Dataverse. In PVA, entities refer to information in a natural language sense. This includes things, such as people, places, etc). Let’s look at an example. Let’s say you have … Continue reading Entities and Smart Matching in Power Virtual Agents
In this post, we will look at how to share a bot so you can collaborate in its design with other people such as coworkers. This is different from deploying a bot so users can use it. To share a bot, go to the bot and click Share: You will see below. Enter a user name, security group, or email address to share the bot: Note the required security roles … Continue reading Share a Bot to Collaborate with Coworkers
In this post, we will take a look at the Power Virtual Agent analytics available that can help you track the success of your bot. To view analytics, go to your bot in the PVA maker at https://web.powerva.microsoft.com/ and select Analytics, and you should land on the Summary tab: An embedded Power BI report will load, and we can see several analytics are available to help you with your bot: The … Continue reading How Analytics Can Improve Your Power Virtual Agent Bot