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Utilising a QnA service KB in PVA

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Posted on by SCV

Hi,

We are in the process of creating a chat bot to serve our employees with their IT related questions. Most of the questions they ask need follow up prompts. We are building this using Power Virtual Agent. Instead of triaging through users’ questions and prompts inside Topics in PVA, we thought of utilizing a QnA services Knowledge Base for scalability and maintainability. The problem we are facing here is that we can’t get the prompts in to PVA as it does within the QnA service test harness. (I am using Power Automate to integrate PVA and QnA KB).

Is there any way to achieve this by any other related technology in the MS Bot framework (e.g. LUIS)? Also is it recommended to maintain the questions, follow up prompts and answers inside PVA Topics? Because when it grows looks like hard to maintain and read.

Thank you.

PowerM

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Jeff_Zhang on at

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"Most of the questions they ask need follow up prompts."

Can you please share a bit more details on it? If there's an example that'll be great.

Thanks, Jeff [MSFT]

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SCV 20 on at

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Hi Jeff,
Thanks for your response.
An example would be let’s say a user wants a Visual Studio license, bot needs to ask what version, and then also what edition? (these are the follow up prompts I meant). After the bot get these answers from the user bot can give the instructions to get it.
If the user straight away asks I need visual studio 2019 Enterprise edition then that’s fine. But that wouldn’t be the case always I guess.
Without any problem I can configure the above scenario in PVA Topics with branching; But is that the correct way / best practice? I was thinking of utilizing a QnA service KB (with Power Automate) to hold these type of questions and answers; but then I can’t get the multi turn questions working.
What I feel like is if we start creating topics for each of these questions (i.e. need new software, need new laptop, need new phone, how to fix outlook, how to .. list goes on) it will be an exhaustive list of topics. But is that how bots developed?
Thank you
PowerM

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cabata 314 Most Valuable Professional on at

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hi @SachV what I can suggest you is use a database like Sharepoint lists or Dataverse to save all the variations and posible responses so in PVA you can use variables to have dynamics responses from diferent topics

Please referer to the next videos and docs

Power Virtual Agents-Bot Variables, Multi-Language and working in a Solution - YouTube

Use chatbot variables to carry content across topics in Microsoft Teams - Power Virtual Agents | Microsoft Docs

How To Use The Skip Question Feature In Power Virtual Agent - YouTube

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