Summary
In this lab, you learned how to set up Microsoft Azure AI Health Bot, Omnichannel for Dynamics 365 Customer Service, and Power Apps Customer self-service portal. You also learned how to integrate these apps together to build an end-to-end scenario that addressed the following steps:
Installation and setup of Azure AI Health Bot, including:
Installation of Azure AI Health Bot from Azure Market Place and creation of a new health bot instance.
Obtaining an Azure AI Health Bot ID and updating the settings to enable the bridge connection to integrate Azure AI Health Bot with Omnichannel for Dynamics 365 Customer Service.
Dynamics 365 for Customer Service and Omnichannel configuration for Azure AI Health Bot, which included:
Obtaining a client ID from Microsoft Entra ID Application registration.
Creating a Dynamics 365 application User with the Microsoft Entra ID app and adding the required security roles.
Creating Omnichannel for Customer Service context variables, routing rules, and queues for the bot and agent.
Power Apps Customer self-service portal configuration and embedding of Azure AI Health Bot, which included setting up the Omnichannel for Live Agent chat widget in Portal Management.
Creation of custom scenarios for Azure AI Health Bot and experiencing an end-to-end escalation, which included:
Creating a custom scenario to refill medication or escalate to a live agent.
Creating a welcome scenario with a single step to initiate another scenario.
Experiencing the escalation from the Power Apps portal to Customer Service Workspace.