June | 2021 | The Dynamics Experts

So far in the just concluded MVP Challenge – Dynamics 365/Power Platform Challenge learning has been fantastic.

I cannot quantify what I have learn during this challenge as I am over excited to be part to this learning challenge.

This gives me opportunity to learn on what I have relented since few months ago and introduced some of my colleagues at work to follow this learning path.

In this challenge, to be more focused and expertise, I choose Dynamics 365/Power Platform Challenge and develop my career in this path. Also this gives me the opportunity to learn more, especially with the new features Microsoft have introduced. It also helps me not only on projects but on my personal learning goal.

I have learn the following so far:

Microsoft Power Platform
Building chatbot with Power Virtual Agent,
Managing cases with Dynamics 365 Customer Service,
Microsoft Accessibility Features and Tools
Omnichannel for Customer Service
Dynamics 365 Customer Engagement Apps
Digital accessibility

I can apply what I have learn in my place of work, and in my user group community.

Already, in my practice, I have been build a chatbot using the Power Virtual Agent. Here is what I have done:

I developed a web chatbot which provides information to customer, and when the customer is not satisfy with the information provided it escalates to a live agent and then create a case record in the Dynamics 365 Customer Service.

I integrated Power Virtual Agent with a webchat in Omnichannel for Customer Service. In Power Virtual Agent, I used Power Automate to build some logics for case creation in Dynamics 365 Customer Service.