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Build a smart assist bot

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

To quickly get started, follow the instructions mentioned in this topic for building a smart assist bot that displays knowledge article recommendations to the agent. After this, you can do additional steps for creating custom scenarios.

Prerequisites

You must understand how to create a bot using Azure Bot Service.

Sample bot that displays knowledge article recommendations

For setting up a sample for smart assist bot for displaying knowledge article recommendations to the agent, please see the instructions mentioned in the sample README file.

For information on how to create a knowledge article using template, see Create a knowledge article using a template.

Sample bot that displays similar case recommendations

After setting up a sample bot using above steps, you can configure your bot to show similar case recommendations for ‘printer noise’ using the instructions mentioned in the topic Implement a custom scenario.

Important

See this administrator guide topic on how to enable smart assist: Smart assist for agents. It provides instructions on how to create a bot user, how to add a smart assist bot to a workstream and how to enable a productivity pane.

See Next: Implement a custom scenario for smart assist bot

See also

Sample code: Build a smart assist bot
Smart assist for agents
Create a bot with Azure bot service
Automate tasks with macros
Integrate an Azure bot
Create knowledge article template
Client API reference for model driven apps