Microsoft Power Virtual Agent: Latest updates

Power Query Features: An Overview

If you're a Power BI user looking to maximize the potential of Power Query Editor, this tutorial is for you. It provides an overview of the av...

Ask a Question (Copilot) in Dynamics 365 Customer Service

Agents can use the “Ask a question” functionality from within the Copilot help pane, to ask questions for quick resolution of the ...

Enhanced Case experience – Full case form – Dynamics 365 Customer Service

Enhance Case Experience is currently available only for the Customer Service Workspace app which targets to increase the productivity of the a...

Notification template in Omnichannel Voice (Dynamics 365 Customer Service)

Below is the default notification the agent receives on incoming conversations/calls. It is defined through the below out-of-the-box template....

Omnichannel Real-time analytics reports (Preview) – Dynamics 365 Customer Service

The Real-time dashboard consists Summary, Ongoing conversation, Agent, and Voice report. To enable it – Login into Customer Service Admin Cent...

Build Text-Based & Talking Chatbots using the Microsoft Power Platform

New updates have come to Power Virtual Agents, our low-code bot creation service that’s part of the Microsoft Power Platform. We’ll show you h...

Unified Routing – Custom Assignment Rules

Microsoft's Omnichannel for Customer Service makes use of Unified Routing to allocate (assign) work items to agents. Typically, once a convers...