Search knowledge articles using a Power Virtual Agents bot

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Apr 2022 - -

Business value

Organizations aim at providing self-service capabilities to customers, so that customers can resolve simple queries and troubleshoot issues on their own. The integration of knowledge management in Dynamics 365 with Power Virtual Agents provides a seamless way for customers to search for knowledge articles. This will also help agents to focus only on the complex customer issues that need human intervention, leading to higher efficiency and agent productivity.

Feature details

The integration of knowledge management in Dynamics 365 with Power Virtual Agents provides an out-of-the-box solution with the following features:

  • Administrators can set up the connection references for the solution.
  • Power Virtual Agents topic authors can:
    • Leverage the Search Dynamics 365 knowledge article flow (Preview) dialog to search knowledge articles.
    • Pass search filters as part of the dialog.