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Introduction to Power Virtual Agents and D365 Omni Channel Integration

In this introductory video, we are going to discuss how organizations can establish Power Virtual Agents (PVA) and Omni Channel (OC) solutions that bridge deflection strategies using conversational chatbots with live agent solutions. This is an introduction to PVA and OC integration and we will walk through how you can configure these integrated scenarios. Continue reading Introduction to Power Virtual Agents and D365 Omni Channel Integration

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#MicrosoftFlow, Power Automate, Power Virtual Agents, ServiceNow

Get ServiceNow Ticket Status Using Power Virtual Agents

In this blog post/video we are going to add to the ServiceNow Bot experience that we previously built. The difference between this video and that one is, previously we focused on how to create ServiceNow Incidents. This time around, we are going to focus on how we can check on the status of those ServiceNow Tickets through a chat bot experience. Power Virtual Agents provides … Continue reading Get ServiceNow Ticket Status Using Power Virtual Agents

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#MicrosoftFlow, Expressions, Power Automate

Filter Out Internal Emails Using Trigger Conditions

Using filters inside of Power Automate is nothing new. We have built-in features like conditions and the filter action, but what happens if we want to filter out information at source so that we do not process it? For example, we may have an inbox where we receive communication from inside our organization but also from outside. We want to process emails from external parties … Continue reading Filter Out Internal Emails Using Trigger Conditions

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#MicrosoftFlow, Power Automate, Power Virtual Agents

Logging Salesforce Cases Using Power Virtual Agents and Power Automate

Whenever you build a chat bot experience, a goal should be to provide a self-service experience so that customers can address their own questions without involving other people. However, it may not always be practical to solve all of those problems. In some situations, you may want to transfer the customer enquiry to a live agent and in some cases you may just want to … Continue reading Logging Salesforce Cases Using Power Virtual Agents and Power Automate

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bots, Power Virtual Agents, YouTUbe

Extending Power Virtual Agents using Azure Bot Framework Skills

In the past, I have talked about extending Power Virtual Agents (PVA) using Power Automate. While that is a great way to bring the 300+ Power Platform connectors to PVA, there are some other extensibility use cases that are better addressed using the Azure Bot Framework. Some of these opportunities include Adaptive Cards, multi-turn dialogs and integration with other live agent platforms where out of … Continue reading Extending Power Virtual Agents using Azure Bot Framework Skills

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#MicrosoftFlow, Power Automate

Building a Power Automate Organizational Template Gallery

Templates are a popular feature in Power Automate. They are a great learning tool where makers can browse from a wide variety of samples and choose to implement a template that meets their needs. While this feature is very popular, something that people have been asking for is an Organizational Template Gallery, that allows them to post templates that can be re-used, but are only … Continue reading Building a Power Automate Organizational Template Gallery

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#MicrosoftFlow, bots, Power Automate, ServiceNow, YouTUbe

Subscribing to ServiceNow Events using Power Automate

I have blogged/recorded content in the past on how to connect to ServiceNow using Power Automate (Microsoft Flow) and Azure Logic Apps. In this blog post/video, we are going to discuss how we can communicate from ServiceNow to Power Automate. You will quickly discover, when trying to automate/integrate Power Automate and ServiceNow, there are no triggers for ServiceNow, only actions. This leaves us with a … Continue reading Subscribing to ServiceNow Events using Power Automate

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#MicrosoftFlow, MicrosoftForms, Power Automate

Tracking Training Using PowerPoint, Microsoft Forms and Power Automate

A former colleague recently reached out to me wanting to know how to have a flow kick off once someone had completed training hosted in a PowerPoint deck. He was asking if he could include a button that someone could press. Initially, I was thinking that it needs to be an authenticated session and while you could add a PowerPoint button/link onto a slide deck, … Continue reading Tracking Training Using PowerPoint, Microsoft Forms and Power Automate

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#MicrosoftFlow, bots, Microsoft Flow

Building a Power Virtual Agents Productivity BOT – Part 3 Get My Important Emails Video

This video is a continuation of previous videos including Part 1 and Part 2 where we built a Power Virtual Agents Productivity BOT. Our BOT currently focuses on retrieving a person’s meetings and their upcoming Planner tasks by making calls through the Microsoft Graph API. In this video we are are going to expand on our BOT, but this time are going to add retrieving … Continue reading Building a Power Virtual Agents Productivity BOT – Part 3 Get My Important Emails Video

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#MicrosoftFlow, bots, Power Automate, Power Virtual Agents

Building a Power Virtual Agents Productivity BOT – Part 2 Get My Microsoft Planner Tasks Video

This video is a continuation of Part 1 where we built a Power Virtual Agents Productivity BOT. That BOT focused on retrieving a person’s meetings by making calls through the Microsoft Graph API. In this video we are are going to expand on our BOT, but this time are going to add retrieving Microsoft Planner Tasks that have not been completed. Within our architecture, a … Continue reading Building a Power Virtual Agents Productivity BOT – Part 2 Get My Microsoft Planner Tasks Video

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