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Can a PVA be used as the internally facing Smart Assistance Bot designed to assist the Customer Service Agent in the Omni Channel Engagement Hub in the sense set out here https://docs.microsoft.com/en-gb/dynamics365/omnichannel/developer/how-to/smart-assist-bot or do I need to have a different skill set available to build an Azure Bot - which strictly speaking is what the Smart Assist Bot documentation is taking about.
@NicholasPlant - I can't speak to feature capabilities in Omnichannel - it's best if you reach out to the team directly at the URL below.
>> https://community.dynamics.com/365/virtual-agent-for-customer-service/f/dynamics-365-virtual-agent-for-customer-service-forum
Thank you again for your interest,
Pawan
You can add your bot to an entity form e.g: case
https://community.dynamics.com/365/virtual-agent-for-customer-service/f/dynamics-365-virtual-agent-f.
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