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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to show question s...
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How to show question specifics to a field?

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Posted on by AnthonyR24 5

Hello,

I am looking for the best approach to the need I have.

I have agents answering the phone for different clients for over 25 products. These products can be very different and the knowledge required for each product differs greatly from each business reality. So to have someone experienced on all the products is very long to get. Even with this knowledge, it is very difficult to maintain this knowledge at this level.

Basically, the initial identification needs are different. For a product, the information essential to the identification of the problem is what is the file number? For another product, what is the affected server? Other product, what is the software command to perform such an operation? (It's ultra simplified to make my problem accessible)

So, I'm looking for a way to display questions specific to the product selected in an incident.

I know the knowledge base would be a solution, but it doesn't seem to be the best moment to use it for identification. I know a plug-in could do that, but the investment in time to develop, maintain and flexibility doesn't seem to be the right solution.

I'm not the most familiar with all the possibilities available, would a PowerApp be the solution?

I suspect that I am not the only one to have had this challenge and I would be curious to see the different possible solutions.

Thank you

  • Dave_NL Profile Picture
    Dave_NL 20 on at
    RE: How to show question specifics to a field?

    We used to have the dialog functionality, but this is depricated. Microsoft advice is to use business process flows or power apps.  In the link below you can find a comparison and some additional information. docs.microsoft.com/.../replace-dialogs

  • Suggested answer
    Fubar Profile Picture
    Fubar 2,752 on at
    RE: How to show question specifics to a field?

    Possibly a Canvas App (embed in CRM by attaching to a form attributte)

    Could also possibly use Omnichannel Scripts and Macros (but additional licencing and learning curve)

    docs.microsoft.com/.../agent-scripts

    neilparkhurst.com/.../

  • Suggested answer
    Daniel Hamre Profile Picture
    Daniel Hamre on at
    RE: How to show question specifics to a field?

    Power Virtual Agents may not be a good solution for you.  

    You mentioned Knowledge Articles, have you considered adding the Knowledge Base Search control filtering on the form?

    docs.microsoft.com/.../add-knowledge-base-search-control-forms

  • AnthonyR24 Profile Picture
    AnthonyR24 5 on at
    RE: How to show question specifics to a field?

    Thank you Daniel for your answer.

    1. Reducing the number of questions according to the customer's inventory products will help reduce the number of possible questions, but not totally to be entirely useful.

      My employer's business model is B2G (business-to-government). Customers have a minimum of ten products in four different business areas.

    2. I have thought about this solution, but it seems to me to have serious long-term consequences in data management. Twenty-five products now, three basic questions, one field for the question and one field for the answer. Just with that, we're at 150 new fields. The questions will change, some will be added and some will disappear. Big consequence in the medium-long term.
    3. The idea is interesting especially at the customer level, but I don't see myself proposing this tool to internal agents. Is it really included in the Dynamics offer?
  • Suggested answer
    Daniel Hamre Profile Picture
    Daniel Hamre on at
    RE: How to show question specifics to a field?

    Here are a couple of approaches which come to mind.

    1. If these are existing customers and you have been using D365, you could potentially already know which products they have and then may have only a few questions to ask to identify the specific product. If you have been collecting current products they do have, it would be helpful in reducing the number of needed questions to ask.

    2. If you are creating a form with various questions, one option is to use Business Rules to hide / show fields on your form depending on certain fields which are already populated.  This can be done in model or canvas driven apps.  Here is an example for model-driven apps: docs.microsoft.com/.../create-business-rules-recommendations-apply-logic-form.  As fields are answered, the business rule could update a list of products to either add or subtract a product based on a value.

    3. Another option would be to utilize a chatbot (PowerVirtual Agents) to direct questions to the customer - docs.microsoft.com/.../fundamentals-what-is-power-virtual-agents

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