Copilot Studio + Dynamics 365 HR + ServiceNow
Summary
TLDRこのビデオでは、Microsoft Dynamics 365 HRにカスタムCo-Pilotを追加する方法を紹介しています。スイスのKPMGで働くMVPであるAnnaが、Dynamics 365 HRとServiceNowというチケットシステムをCo-Pilot Studioを使って統合する方法をデモンストレーションします。Employee Self-ServiceにCo-Pilotを簡単に埋め込む方法を紹介し、AIを活用して質問に答え、ServiceNowチケットを作成してユーザーのリクエストを処理する方法も紹介しています。これにより、Dynamics 365 HRのユーザー体験が向上し、他のローコードソリューションとの統合も容易になります。
Takeaways
- 😀 Dynamics 365 HRにカスタムのコパイロットを追加することができます。
- 👩💻 Annaはスイスに住むKPMGで働いており、MVPとしてローコードとDynamics 365に詳しい専門家です。
- 🔗 AnnaはDynamics 365 HRとServiceNowをコパイロットスタジオで統合する方法を紹介しました。
- 🤖 現在のDynamics 365 HRにはSRチャットボットがありませんが、Annaは独自のコパイロットを作成し、ServiceNowと統合しました。
- 🛠️ 自動化されたタブをDynamics 365 HRに追加するプロセスが非常に簡単であることがわかります。
- 📱 コパイロットはAIを活用して質問に答え、必要に応じてServiceNowチケットを作成して対応します。
- 🔗 コパイロットをDynamics 365に埋め込むことで、ユーザー体験が向上し、より効率的なサポートが可能になります。
- 📝 AnnaはDynamics 365 HRのEmployee Self-Serviceセクションに新しいタブを追加する方法をデモンストレーションしました。
- 🔍 コパイロットは内部データベースや他のサービスから情報を取得し、ユーザーがアクセスする必要のあるリソースを特定します。
- 🛑 ServiceNowとの統合により、リモートワークの設定やアクセス権の管理などのタスクを自動化できます。
- 📈 この統合は組織にとって非常に価値があり、特にチケットシステムとチャットボットを組み合わせた場合に効果的です。
Q & A
ビデオではどのようなテーマが扱われていますか?
-ビデオでは、Dynamics 365 HRにカスタムのコパイロットを追加する方法について紹介されています。
Annaさんはどのような人物ですか?
-Annaさんはスイスに住むKPMGで働くMVPで、低コードとDynamics 365に精通しています。
Dynamics 365 HRとInner Service Nowを統合するデモはどのようにして実現されていますか?
-Dynamics 365 HRにカスタムのコパイロットを統合し、ユーザーエクスペリエンスを向上させる方法を紹介しています。
Dynamics 365 HRのEmployee Self-Serviceにコパイロットを追加するにはどうすればよいですか?
-Dynamics 365 HRのEmployee Self-Serviceにコパイロットを追加する方法として、フォームのカスタマイズやアプリの追加を通じてウェブサイトを埋め込む方法が紹介されています。
コパイロットが提供する応答の例としてどのような質問が挙げられますか?
-コパイロットが提供する応答の例として、社員紹介制度についての問い合わせやリモートワークのための企業アプリケーションへのアクセス要求が挙げられます。
Service Nowとの統合で何が実現されますか?
-Service Nowとの統合によって、リクエストを自然言語で処理し、チケットシステムを通じて要求を管理することができます。
アダプティブカードとは何で、どのような役割を果たしますか?
-アダプティブカードは、ユーザーエクスペリエンスを向上させるために使用され、情報をより簡単に理解できるようにまとめて表示する役割を果たします。
Dynamics 365 HRとコパイロットStudioの統合にはどのくらいの時間がかかりましたか?
-コパイロットの作成に半日程度、Service Nowインスタンスのデプロイと統合に最も時間がかかりました。
Dynamics 365 HRとコパイロットStudioを統合する際の最も難しい点は何でしたか?
-最も難しい点はService Nowインスタンスのデプロイ方法を見つけることでした。
Dynamics 365 HRにコパイロットを追加するプロセスをさらに学ぶにはどこを見ればよいですか?
-AnnaさんのウェブサイトのビデオやMicrosoftのドキュメント、コパイロットStudioのビデオチュートリアルを参照することが推奨されます。
Outlines
😀 ダイナミクス365 HRへのカスタムコパイロットの紹介
この段落では、Dynamics 365 HRにカスタムコパイロットを追加する方法が紹介されています。Annaはスイスに住むKPMGで働くMVPで、low codeとDynamics 365に精通しています。彼女はDynamics 365 HRにSr chatbotが存在しないため、独自に作成し、サービスチケットシステムであるService Nowと統合する方法を紹介します。この統合はユーザーエクスペリエンスを向上させるために行われました。
🤖 Dynamics 365 HRとコパイロットStudioの統合デモンストレーション
AnnaはDynamics 365 HRのEmployee Self-Serviceセクションにカスタムコパイロットを統合する方法をステップバイステップで説明しています。彼女はDynamics 365 HRの画面をスクリーンシェアし、新しいタブとしてコパイロットを追加するプロセスを紹介しています。コパイロットはAIを利用して質問に答え、さらにService Nowへのチケット作成も行うことで、ユーザーがリモートワークのためのアプリケーションへのアクセスを要求する際に迅速に対応します。このデモンストレーションでは、コパイロットStudioとAdaptive Cardsを使用して、ユーザーの質問に答え、サービスチケットを自動化する方法も紹介されています。
🔧 コパイロットStudioとの統合の柔軟性と拡張性
最後の段落では、コパイロットStudioとの統合の柔軟性と拡張性について話されています。Annaは、コパイロットStudioを通じて内部データにアクセスしたり、他のサービスと連携してアクションを実行することができると説明しています。また、彼女はこの統合を作成してデプロイするのにかかった時間についても話しており、Dynamics 365に埋め込むことが非常に簡単であると強調しています。Annaは、興味を持っている人々がMicrosoftのドキュメントを参照し、コパイロットStudioを試してみることを勧めています。
Mindmap
Keywords
💡Dynamics 365 HR
💡low code
💡co-pilot
💡KPMG
💡inner service now
💡Employee Self-Service
💡customize
💡adaptive cards
💡service now ticket
💡Microsoft documentation
Highlights
Anna demonstrates how to add a custom co-pilot to Dynamics 365 HR.
Anna works at KPMG as an MVP and specializes in low code and Dynamics 365.
Integration of Dynamics 365 HR with a third-party ticketing system, ServiceNow.
Custom co-pilot created to improve user experience for Dynamics 365 HR.
Anna shows a sneak peek of the custom co-pilot integration.
The process of integrating the co-pilot within Dynamics 365 HR Employee Self-Service.
Personalizing the form tab to include the co-pilot in Dynamics 365 HR.
Adding a website as an app within Dynamics 365 HR for the co-pilot.
Creating a new tab named 'ask HR' for the co-pilot integration.
The co-pilot named 'askr' uses AI to answer questions.
Demonstration of the co-pilot answering questions about the employer referral program.
ServiceNow ticket created by the co-pilot for remote work access setup.
Adaptive cards used to enhance user experience with the co-pilot.
The co-pilot can direct users to internal resources or perform actions like creating tickets.
Anna discusses the ease of integration with Dynamics 365 and Co-Pilot Studio.
The custom co-pilot took half a day to create with additional time for ServiceNow deployment.
Anna recommends Microsoft documentation and her website for more information on Co-Pilot Studio.
The possibilities for expanding the co-pilot with more actions and plugins are endless.
Transcripts
have you ever wanted to add a custom
co-pilot to your Dynamics 365 HR well
you can and Anna is here to show us how
it's done stay tuned for another episode
of the low code
[Music]
Revolution all right hey Anna welcome to
the show so happy to have you here hi
aprel thank you for having me it's a
pleasure to be
here well well before we get started you
have an amazing demo set for us but I
would if you can introduce yourself to
everyone and just give us a little bit
of information about what you do thank
you so I'm Anna I live in Switzerland
I'm currently working at KPMG I'm an MVP
and I do a lot of nerding with low code
and Dynam 365 aart
mainly awesome well so the reason why we
have this episode is I saw an amazing
Linkin post that you had where you were
showing how you integrated Dynamics 365
HR with inner service now and then
co-pilot studio for a custom co-pilot
integration so I was hoping you could
show us a sneak peek of how that works
but then maybe show us behind the scenes
too of how you kind of set that all up
yeah
definitely um I this idea of having a
copilot within Dynamic 365 HR came after
not having as of now an Sr chatbot so I
sort of created my own and also
integrated with a third party in this
case a ticketing system called service
now that most of us know um to improve
the user experience for dynamic 365
HR awesome well it's a really cool use
case I don't know if I've seen a lot of
similar use cases or people showing this
really with copal Studio Innovation with
Dynamic 35 HR so can you share your
screen and show us how it's done yes
definitely I'm not I'm sure you don't
have a lot of people with this
integration Dynamics HR is a very tiny
Niche but I think that it's very
important for people people that have
not considered this platform yet for HR
purposes to know how easy it is to
integrate with other local Solutions so
what you're seeing in the screen right
now is dynamic 365 HR I'm just going to
scroll down and go to the Employee
Self-Service pie and you will see that
um we have uh the basic Employee
Self-Service stuff that we always having
in any Self Service capability so um as
you can see here we have two tabs one is
called my information and the other one
is called my team what I will do now is
I will show you how quickly we can
integrate this um copilot in um in this
case in um dynami
365 self Employee Self Service HR
Employee Self Service so I'm going to do
a right click here and say personalize
form tab then I will select and like you
can see that in red is all select Ed I
would say personalize this page in the
three dots I would select add an app and
here I need to select again where I want
the app to be I would like to have it as
another um tab so I would just select
here and here we have two options we can
either add add a power up that I already
did with that one of your templates
April um or we could add a website so
because we have our co-pilots we have
them as um websites what I would do is
to embb that website within here so I
will leave this ready I will name here
my uh like the tab that we will add as
ask HR so what we have here is our
copilot that is called askr you can see
that we have all the standard things
about um copilot so what I will do is I
will go to publish I will go to
channels and then in channels I will
just select the demo website in this
case and I will copy the link it's uh
copy to clipboard and now we can go here
and paste our URL so I will save it and
you will see that new tab has been added
just close this
editor you can see that a new tab has
been added here and you could use this
method that I just did for U pilot but
you could use it for example if you want
to that a corporate site or an internet
or something like that you could try it
and I think it's very useful to have
everything together so if we go here to
the ask
hrps so what we have here is the chat
bot. well now copilot Studio that we
already embeded into the self-service
and you can see that I have the
welcoming message like hello I'm an uh
I'm askar which is the name of the
compilot it's not very uh creative ative
and you can uh you can see that the
capalot is telling me that they are
using AI to answer the question so the
first thing that I want to know is about
the uh employer referral program I've
been working in the company for a long
time as you can see in the main Heather
but I have no idea about the employer
referal um policy so I will ask a copy
and paste a question that I already have
so uh the question says that I'm trying
to learn about the employee referr
program but I can seem to find any
information about it is there any any
specific place I should go to uh look at
this and you can see that the capalot is
replying back to me that you can find
the employer Affair policy within the
employee selfs service link section um
there we should find a dedicated page or
document outlining this um policy so
what we're going to do is we we will
just go here to my information and if we
scroll down we see that we have a uh a
link that's called referral program in
this case is leading us to a web page
but we could have a link to a SharePoint
site that is only accessible by those
who have access or some additional uh
places where where you could go to that
referral policy so this is one of the
questions that our copilot can ask uh
can reply um gathering information from
our system or from our uh from our
knowledge base so uh this second
question that I will ask is uh that I
also have it already prepared here that
I will be working um remotely for um
three months so I would like to have
secure access to all my corporate
applications so I would just copy and
paste this in here and I listed um the
things that I that I want to have access
to so I want to have access to email to
crms CRM teams and the project system
that the IT team will know already so AR
pilot is telling me that um they cannot
grant me access to Applications so they
just can provide information but uh they
created a service now ticket to ensure
the hrit people prioritize the setting
up of my remote remote work and um that
they will be in touch shortly because
this is a good response but is I would
like to know a bit more about it um we
added an adaptative card that I want to
say thank you for Dena to help me put
this together and you can see that we
have a title and then we have a
description that says that the user in
this case Julia uh will be working
remotely for a period of three months
and that they will require to have
access to the different applications
that the person listed in the chat so we
have two things that we could do uh we
can go to the case or we can close it uh
close is more like acknowledging that
the case has been opened and we don't
want to go to that case and the second
case we sorry the second um button is go
to case where we could press and
actually see what's happening on the
service now request so if I open it you
can see that we have an instance of
service now that is opening the incident
and this is
quite there you go so you can see that
uh we have the different different
applications that the user should have
access to and that um a short
description as well as the title of the
um ticket this is a very useful case for
those organizations that uh would like
to have a ticketing system um working on
one way but also have a chatbook that um
process those requests through through
uh like natural language so um yeah the
idea was to put this together uh we
created so I'm going to move this the
pilot over here so we created this pilot
uh
Studio that
uh uh answers different questions and
retrieves back the answers we also use
the not so new but
the uh adaptive cards and to try to make
the experience for the US is a bit more
easy and digestible let's say so yeah
that's that's pretty much it and I think
that it's it's nice to have it within
the experience of the self-service from
for the
workers yeah I was amazed at how easy
the integration was just pretty much
embedding it there um in Dynamics and
it's a really good scenario to show how
not only we can use co-pilot Studio to
get questions answered but also perform
actions on behalf of the user like have
that service now integration in there
multiple ways to do all that like I
think you had some custom defined topics
but you know we can use generative
answers I think it's really like just
thinking of expanding on what we could
do with this co-pilot right so we can
point that to some internal data that
you might have outside of Dynamics too
that you want people to be able to
reference and even use plug-in actions
that are in copat studio to be able to
integrate with other services and
perform action so really the
possibilities are endless just curious
did it take you how long did it take you
to make that whole to be honest so the
most tricky part was finding out how to
deploy your service now
instance but the rest it took us so I
worked together with a colleague denisea
that I already mentioned and uh creating
the the capalo took us I would say half
a day and then the integration it was
something like an idea I had but the
thing that that took us the most was
just finding out how to deploy a service
now instance and yeah how to make it
actually work because it's not Microsoft
uh or something that I know or I'm aware
of yeah that's that's what I love about
copy studio in general just so easy to
get something functional and useful up
just in yeah like you said half a day
and then you have something that your
business can really add value and take
advantage of so that's amazing I'm quite
sure that uh this is not a complex
compilot so as you said we could add
much more action
and plugins and uh that I think that
yeah it's the possibilities are endless
and depending on the complexity will be
more time but also I think that uh
that's very easy to the learning curve
it's very easy so yeah yeah for sure
well this was an amazing news case thank
you so much for coming on the show and
showing us what we can do with this
integration within Dynamics and copilot
studio uh really appreciate that and uh
anywhere people can go that you know of
to maybe learn more if they want to
learn more about how to integrate with
co-pilot studio and
Dynamics yeah so I recently launched a
video that is on my website that's the
one that you saw um that it's showcasing
pretty much uh the same workflow that we
did today but because uh you you could
just uh have a look at that I I have a
couple of also articles on how to embed
different either PowerUp or uh websites
into Dynamic 365 this could also work
for modules not just for employees of
service but other modules that you would
like to for finance cases for example
and of course I would recommend that if
you haven't played yet with copilot to
go to Microsoft uh documentation and
create copilot there are also great uh
video recordings and on how to create
compilot your first compilot from scrap
so I would definitely recommend those
too yep and there's free trials at copil
studio so you can get started and and
check it all out so thank you again an
for coming on the show and thank you all
for watching and we will see you in the
next episode of the low code Revolution
[Music]
5.0 / 5 (0 votes)