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Customize Copilot using Advanced Features within Dynamics 365 CRM

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Customize Copilot within Dynamics 365 CRM

Microsoft has provided Power Virtual Agents, which help users create powerful Copilots for a range of requests, from providing simple answers to common questions to resolving issues requiring complex conversations. Power Virtual Agent allows the design of effective Copilots using various types of features like Generative Answers, Live Agents, and Actions (Power Automate Flow).

In this blog, we’ll explore how to customize the Copilot with advanced features such as Generative Answers, Live Agents, and Actions to be integrated within the Power Pages Portal.

Let us examine a potential use case wherein a tailored Copilot solution is designed to facilitate users in obtaining answers to inquiries. This customized Copilot is equipped to provide users with relevant Knowledge Articles in response to their queries. In instances where the desired information is not found within the articles, the Copilot will proceed to conduct searches across various provided websites. Should further assistance be required, users have the option to engage in live chat sessions with a customer service agent via Omnichannel.

We will walk through the below steps to achieve the above requirement:

Step 1: Navigate to https://web.powerva.microsoft.com to design a basic Copilot and set up topics.

Step 2: Once we have created a basic Copilot, proceed to the “Conversation Start” out-of-the-box (OOB) topic.

Add a new step titled “Ask a Question” to prompt the user for their query.

Customize Copilot within Dynamics 365 CRM

Add a suitable question and change the type of question type from Multiple Choice Questions to the User’s entire response.

Store the user’s entire response in a single variable and make it global so it can be utilized in another topic.

Customize Copilot within Dynamics 365 CRM

Step 3: Create a new topic to suggest a Knowledge Article to the user based on their query.

Change the topic’s trigger point to “Redirect“.

Add a new step as “Call an Action” and select “Search Dynamics 365 Knowledge Article Flow” to integrate an Out-of-the-box Power Automate flow that suggests Knowledge Articles based on the user’s query… Read More »

The post Customize Copilot using Advanced Features within Dynamics 365 CRM first appeared on Microsoft Dynamics 365 CRM Tips and Tricks.


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