How Analytics Can Improve Your Power Virtual Agent Bot
In this post, we will take a look at the Power Virtual Agent analytics available that can help you track the success…
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Author: Carl de Souza
Using the Dataverse REST Builder to Build REST Requests
One question that has come up a few times has been are there alternatives to the CRM REST Builder, an awesome tool…
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The Cool Inbox View in Customer Service Workspace and Omnichannel
In this post, we will take a look at the “Inbox” view in Customer Service Workspace, which allows agents to deal with…
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Adding a Validate-JWT Policy to Azure API Management
In this post, we will look at how to add a Validate-JWT (JSON Web Token) policy to Azure API Management to secure…
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Understanding Agent Capacity in Omnichannel
In this post, we will look at how agent capacity works in Omnichannel for Customer Service. There are 2 areas where capacity…
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10 Features in FetchXML Builder You Need to Be Using
If you work with Dynamics 365 and the Power Platform, you have worked with the FetchXML Builder, an XrmToolbox plugin built by…
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Showing Prechat Survey Variables In Omnichannel Notifications
In this post, we will look at how to display prechat survey variables in Omnichannel agent notifications. First, let’s create a new…
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Desktop Notifications Not Working in Omnichannel
In this post, we will look at the desktop notification functionality and why it may not be working in your environment. Desktop…
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Power Virtual Agents Sending Question Parameters to Dataverse
In a previous post, we showed how a Power Virtual Agent can look up dataverse data and return it to the person…
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Power Virtual Agents Calling Dataverse to Answer Questions
In this post, we will look at how a Power Virtual Agent can lookup data in the Dataverse and answer questions intelligently…
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