Implementation Optimization resources - D365 Customer Service (Samples and tools) | May 29, 2024

As part of the existing Dynamics 365 Implementation Guide, the Fastrack team created a collection of resources to help customer and partners implementing Dynamics 365 solutions. In this TechTalk we'll explore the available resources for Customer Service implementations.
 

This collection of sample code, components (solutions), and documents has been created to help Customer Service projects with various tasks like customization, configuration, and operation of the platform. The goal of the library is to offer reusable and easy-to-follow resources for Customer Service developers and users. 
 
Learn about available samples and tools for task automation, Copilot Studio, Artificial Intelligence and Application Insights from your hosts, Senior Solution Architects Vine Angeloni, Ramanujam Raghunathan, Joseph Thomas, Nuno Silva, Josh Wells, and Sourav Das Biswas.

 

Dynamics365-ImplementationResources-TechTalk-May2024.pdf
 

Chapters:
00:00 Intro
00:21 Series Agenda
01:04 Agenda
01:51 Implementation Optimization Resources
03:13 Samples and Tools
04:17 Automate agent tasks with Power Automate desktop
06:07 Demo
09:21 Application insights telemetry with Microsoft Copilot Studio
11:28 Demo
14:17 Demo: AppInsights Telemetry Data
18:16 Demo: Custom Dimensions Telemetry Data
22:11 Demo: Error Identification and Gen Answers Telemetry Data
25:49 AppInsights for Copilot Studio
25:59 Route or Deflect Cases Using AI Builder
31:28 Summarize Knowledge Base Articles with GPT
36:11 Play secure audio file from Copilot Studio
37:49 Using Azure BFC skill to add DTMF aggregation to PVA
39:20 Setup a multilingual bot in Copilot Studio classic
40:13 What’s next
43:08 Access to the vNext preview
43:57 Q&A
49:19 Closing comments