Search knowledge articles using a Power Virtual Agents bot

Important

This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	Apr 15, 2022	-	Aug 31, 2022

Business value

Organizations want to provide 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.

See also

Integrate knowledge management in Dynamics 365 with Power Virtual Agents bots (docs)