Software + Imagination
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
One question that has come up a few times has been are there alternatives to the CRM REST Builder, an awesome tool that was built some time back by Jason Lattimer and appears to be no longer being maintained. Guido Preite has built a worthy alternative, the Dataverse REST Builder that runs in XrmToolbox, as a managed solution, and in Dataverse DevTools (VS Code). Let’s take a look at it. First, let’s install it … Continue reading Using the Dataverse REST Builder to Build REST Requests
In this post, we will take a look at the “Inbox” view in Customer Service Workspace, which allows agents to deal with cases and conversations in an interface like the Outlook inbox. We will see how this functionality applies to Omnichannel agents as well. First, head over to the App Profile Manager in the Power Apps Maker by selecting Apps->Customer Service Workspace or Omnichannel for Customer Service: Or: Select App … Continue reading The Cool Inbox View in Customer Service Workspace and Omnichannel
In this post, we will look at how to add a Validate-JWT (JSON Web Token) policy to Azure API Management to secure your app services. First, let’s look at our setup. We have an Azure App Service called CarlODataCrud: And in Azure API Management we have an API set up that points to this app service: Let’s create an Azure App Registration. You can use an existing App Registration, or … Continue reading Adding a Validate-JWT Policy to Azure API Management
In this post, we will look at how agent capacity works in Omnichannel for Customer Service. There are 2 areas where capacity is configured, the user capacity, and the workstream capacity. Both sets of capacity work together to determine how many chats or engagements an agent can handle at one time. The user agent capacity is configured in the Omnichannel Administration app. Select the user, then the Omnichannel tab. Here … Continue reading Understanding Agent Capacity in Omnichannel
If you work with Dynamics 365 and the Power Platform, you have worked with the FetchXML Builder, an XrmToolbox plugin built by Microsoft MVP Jonas Rapp. Most people are aware of its functionality from its name, a powerful tool that generates FetchXML without the user having to actually know any FetchXML. However, as powerful as this feature is, there are several other capabilities of the tool that are super useful. … Continue reading 10 Features in FetchXML Builder You Need to Be Using
In this post, we will look at how to display prechat survey variables in Omnichannel agent notifications. First, let’s create a new chat, and go to the Surveys tab and turn on pre-conversation survey, then add a question: We will ask the question, what is your age? And what is your height: Now, let’s go to the unauthenticated chat notification template assigned to the workstream for this chat, and add … Continue reading Showing Prechat Survey Variables In Omnichannel Notifications