In this lab, you learned about how to set up Microsoft Azure Health bot, Dynamics 365 Customer Service for Omnichannel, and PowerApps Customer self-service portal. You also learned how to integrate all these apps together to build an end-to-end scenario that addressed the following:

  • Installation and setup of Azure Health Bot.

    • Installed Azure Health bot from Azure Market Place and create a new health bot instance.

    • Obtained an Azure Health Bot ID and updating the settings to enable the "Bridge Connection" to integrate Azure Health Bot with Dynamics 365 Omnichannel for Customer Service.

  • Dynamics 365 for Customer Service and Omnichannel configuration for Azure Health Bot.

    • Obtained client ID from Azure AD Application registration.

    • Created Dynamics 365 Application User using with Azure AD app and added required security roles.

    • Created Dynamics 365 Omnichannel Context Variables, Routing rules, Queues for Bot and Agent.

  • Power Apps Customer self-service portal configuration and embed Azure Health Bot.

    • Configured Omnichannel for Live Agent chat widget in Portal Management.
  • Created custom scenarios for Azure Health Bot and experienced end-to-end escalation.

    • Created custom scenario to refill medication or escalate to live agent.

    • Created welcome scenario with a single step to initiate another scenario.

    • Experienced the escalation from Power Apps Portal to Customer Service workspace.