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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Dynamics 365 Customer ...
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Suggested answer

Dynamics 365 Customer Service with Power Virtual Agents

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Posted on by D365EL 306

Hello Community,

I would appreciate insights on the following question:

Can we integrate and use Power Virtual Agents with Dynamics 365 Customer Service without the Omnichannel piece of Customer Service, if this even makes sense? For example, if we are not using Chat, Digital Messaging, or any of the Omnichannel channels, and if we don't have any of the Omnichannel related licenses, can we still integrate and use Power Virtual Agents with the standard core Dynamics 365 Customer Service? And if the answer is yes, I am curious what the use case would be - if we are not doing the Omnichannel piece, in what scenario would there be use cases for using Power Virtual Agents with just the standard core Dynamics 365 Customer Service?

Thank you!

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  • D365EL Profile Picture
    D365EL 306 on at
    RE: Dynamics 365 Customer Service with Power Virtual Agents

    Hi Shawnsauve,

    Thank you for your reply! If I could follow up on your response further, if we integrate the Power Virtual Agents (PVA) with the basic D365 Customer Service without the Omnichannel piece, how would the "chat" come into D365 from the bot? Let me try to explain my question further. When we integrate PVA with D365 Customer Service Omnichannel, the PVA chat with the customer would come into D365 as "conversation" via the Chat Channel and could be pushed/routed to agents who would engage with customers in the chat via the Omnichannel dashboard inside D365 Customer Service. This part I understand.

    However, if we integrate PVA with D365 Customer Service but without the Omnichannel piece, would agents in D365 still be able to conduct chat with the customers via the PVA, and where and how would the agents do that in D365 Customer Service if we don't have the Omnichannel piece? Is that even possible? Maybe the answer is if we need agents in D365 to interact with the PVA chat, then Omnichannel is required. Am I right?

    If we are simply engaging the PVA bot with the customers without the agent, what and how is PVA using D365 Customer Service for without the Omnichannel piece? Is this even a valid scenario?

    Lastly, all the Microsoft documentation I have seen regarding integration between PVA and D365 Customer Service appear to only apply to integration with Omnichannel. I haven't seen any documentation that describes integrating PVA and D365 Customer Service but without the Omnichannel piece. Would you know if there is any documentation and/or how such integration would be done?

    I would appreciate your further feedback if you know where my confusion lies.

    Thank you!

  • Suggested answer
    Shawnsauve Profile Picture
    Shawnsauve 1,093 on at
    RE: Dynamics 365 Customer Service with Power Virtual Agents

    Yes, it is possible to integrate and use Power Virtual Agents with Dynamics 365 Customer Service without the Omnichannel piece. Power Virtual Agents can be integrated with Dynamics 365 Customer Service to provide a chatbot-like interface that can help customers find answers to their questions and provide basic support.

    One possible use case for integrating Power Virtual Agents with Dynamics 365 Customer Service without the Omnichannel piece is to provide a self-service option for customers. For example, if customers have simple questions that can be answered by a chatbot, they can use the Power Virtual Agents integration to get quick answers to their questions without needing to contact a support representative.

    Another use case is to provide basic support for customers who are experiencing common issues. The Power Virtual Agents integration can be used to provide troubleshooting steps or direct customers to relevant support resources.

    It is important to note that while the Power Virtual Agents integration can be useful in certain scenarios, it may not be a complete replacement for a human support representative. If customers have complex issues that require more in-depth support, they may still need to contact a support representative.

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