Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service

Functional Consultant
Business User
Dynamics 365
Customer Service


Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

Do you want to build custom bots and plug them into environments to provide relevant recommendations to agents? This module teaches you how to create adaptive cards and custom bots and how to enable the Productivity pane.

Learning objectives

In this module, you will:

  • Write adaptive cards that render content for a smart assist bot.
  • Build a smart assist bot.
  • Create a bot user.
  • Add a smart assist bot to a workstream.
  • Enable the Productivity pane.


To use smart assist, you must deploy the Dynamics 365 Productivity Tools solution in your environment. You can download it free from Microsoft AppSource.