You're reading from Extending Dynamics 365 Customer Engagement Apps with Low Code Create tailor-made Dynamics 365 CE apps using the powerful low-code capabilities of Power Platform

Product type Paperback

Published in Jan 2023

Publisher Packt

ISBN-13 9781803232317

Length 342 pages

Edition 1st Edition

Tools

Dynamics 365

Concepts

Application Development

Author (1):

Nicolás Fernández

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Table of Contents (21) Chapters

Preface

1. Part 1: Introduction of No-Code/Low-Code for Dynamics 365 Customer Engagement

2. Chapter 1: Dynamics 365 Customer Engagement and No-Code/Low-Code FREE CHAPTER

3. Chapter 2: Extending Dynamics 365 Customer Engagement with a No-Code/Low-Code Approach

4. Part 2: Extending Dynamics 365 Customer Engagement Applications

5. Chapter 3: Extending Dynamics 365 Customer Engagement Native Applications

6. Chapter 4: Building Applications with Dynamics 365 Customer Engagement

7. Chapter 5: Dynamics 365 Customer Engagement with Custom Embedded Applications

8. Chapter 6: Extending Your Apps with AI and Mixed Reality

9. Part 3: Building Custom Processes for Dynamics 365 Customer Engagement Applications

10. Chapter 7: Automations in Dynamics 365 Customer Engagement Apps

11. Chapter 8: Working with Data

12. Chapter 9: Integrating Artificial Intelligence into Processes

13. Part 4: No-Code/Low-Code Bots for Dynamics 365 Customer Engagement

14. Chapter 10: Customer-Facing Bots

15. Chapter 11: Enabling Bots to Users

16. Part 5: Working with Advanced Dashboards and Reports with Dynamics 365 Customer Engagement

17. Chapter 12: Reporting Dashboards with Dynamics 365 Customer Engagement Data

18. Chapter 13: Embedded Dashboards and Reports in Dynamics 365 Customer Engagement

19. Index

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Enabling Power Virtual Agents to easily search in the knowledge base

Possibly one of the most widely implemented use cases in Dynamics 365 Customer Engagement, and its previous versions of the Dynamics CRM system, must be the use of the knowledge base for internal users.

As we saw in the previous chapter, Chapter 10, it is very quick and easy to deploy a Power Virtual Agents bot in a Dynamics 365 Customer Service chat. This chat could be deployed in an internal portal built with Power Pages, but what if we didn’t deploy any type of employee portal – how could we deliver a similar experience? Let’s look at how we could deploy this capability in another channel.

Let’s say we create a bot for users in the organization to query the Dynamics 365 Customer Engagement knowledge base.

For this, the first thing we will need to do is to create the bot itself.