Merge pull request #7680 from MicrosoftDocs/copilotsurvey-troubleshooting

AB#2963: Create troubleshooting steps.md

Author: lucciz01

support/dynamics-365/customer-service/omnichannel-for-customer-service/agent-transfer-pva-bot-issue.md

@@ -1,34 +1,29 @@
 ---
-title: Missing variables and actions during agent transfers from Power Virtual Agents bots
-description: Provides a resolution for the missing required variables and actions during agent transfers from Power Virtual Agents bots in Omnichannel for Customer Service.
+title: Missing variables and actions during agent transfers from Copilot Studio agents
+description: Provides a resolution for the required variables and actions that are missing during transfers from Copilot Studio agents to service representatives in Omnichannel for Customer Service.
 ms.reviewer: nenellim
 ms.author: yangao
-ms.date: 11/20/2024
+ms.date: 12/12/2024
 ms.custom: sap:Copilot Studio\Agent transfer
 ms.collection: CEnSKM-ai-copilot
 ---
-# Missing required variables and actions during agent transfers from Power Virtual Agents bots
+# Required variables and actions are missing during transfers from Copilot Studio agents to customer service representatives
 
-This article provides a resolution for the error that occurs when you're configuring the handoff between a Power Virtual Agents bot and the Omnichannel voice workstream.
-
-> [!IMPORTANT]
-> Power Virtual Agents capabilities and features are [now part of Microsoft Copilot Studio](https://www.microsoft.com/microsoft-copilot/blog/copilot-studio/microsoft-power-virtual-agents-now-part-of-microsoft-copilot-studio/) following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
->
-> Some articles and screenshots might refer to Power Virtual Agents while we update documentation and training content.
+This article provides a resolution for the error that occurs when you configure the handoff between a Copilot Studio agent and the voice workstream in Omnichannel for Customer Service.
 
 ## Symptoms
 
-An error message similar to the following message is displayed on the Power Virtual Agents dashboard when you're configuring the handoff between a Power Virtual Agents bot and the Omnichannel voice workstream:
+When you [configure the handoff](/microsoft-copilot-studio/configuration-hand-off-omnichannel) between a Copilot Studio agent and the Omnichannel voice workstream, an error message that resembles the following is displayed on the Copilot Studio dashboard.
 
 > Your bot doesn't have access to all the required variables and actions. Ask your admin about installing the Omnichannel package or follow this step-by-step walkthrough.
 
 ## Cause
 
-The configuration is missing extensions that allow the bot to access the variables and actions it needs to complete the transfers.
+The configuration is missing extensions that allow the agent to access the variables and actions it needs to complete the transfers.
 
 ## Resolution
 
-Ensure that the following extensions are installed. These extensions provide out-of-the-box actions or variables in the Power Virtual Agents authoring canvas that make the authoring experience easier for the bot author.
+Ensure that the following extensions are installed. These extensions provide out-of-the-box actions or variables in the Copilot Studio authoring canvas that make the authoring experience easier for the agent author.
 
 - [Power Virtual Agents telephony extension](https://appsource.microsoft.com/product/dynamics-365/mscrm.mspva_telephony_extension)
 - [Omnichannel Power Virtual Agent extension](https://appsource.microsoft.com/product/dynamics-365/mscrm.omnichannelpvaextension)

support/dynamics-365/customer-service/omnichannel-for-customer-service/error-in-conversation-start-topic.md

@@ -0,0 +1,45 @@
+---
+title: Error in Conversation Start Topic Prevents Survey Agent from Publishing
+description: Solves an error that occurs when you try to publish a survey agent in Microsoft Dynamics 365 Customer Service. 
+ms.reviewer: nenellim
+ms.author: srubinstein
+ms.date: 12/12/2024
+ms.custom: sap:Copilot Studio\End conversation
+---
+# "Cannot reference variable" error when publishing a Copilot Studio survey agent
+
+This article provides a solution to an issue that occurs when you try to publish a Microsoft Copilot Studio survey agent. The publishing fails with an error that points to the [Conversation Start](/microsoft-copilot-studio/authoring-system-topics?tabs=webApp#conversation-start) topic.
+
+## Symptoms
+
+As an administrator, when you try to publish a Copilot Studio survey agent, the following error appears:
+
+> Cannot reference variable from component 'msdyn_dataverse_mcs_survey_connectionreference'
+
+:::image type="content" source="media/cant-reference-variable-publish-survey-agent/cant-reference-variable-from-component-error.png" alt-text="Screenshot of the error when you publish the Copilot Studio survey agent." lightbox="media/cant-reference-variable-publish-survey-agent/cant-reference-variable-from-component-error.png":::
+
+## Cause
+
+This issue is caused by an incorrectly configured connection reference.
+
+## Resolution
+
+To resolve this error, follow these steps to manually re-create the step where the error occurred:
+
+1. Remove the erroneous step, and then re-create it using the **Perform an unbound action in selected environment** connector.
+
+   :::image type="content" source="media/cant-reference-variable-publish-survey-agent/create-new-step-with-connector.png" alt-text="Screenshot that shows how to create a new step by using the Perform an unbound action in selected environment connector." lightbox="media/cant-reference-variable-publish-survey-agent/create-new-step-with-connector.png":::
+
+2. Add the following details:
+
+   - **Environment**: **(Current)**
+   - **Action Name**: **msdyn_SaveMicrosoftCopilotStudioSurveyResponse**
+   - **InputParams**: **JsonPayload**
+
+   :::image type="content" source="media/cant-reference-variable-publish-survey-agent/connector-action-fields.png" alt-text="Screenshot of the fields that must be filled for the Connector action.":::
+
+3. Save and publish the survey agent.
+
+## Related information
+
+[Configure feedback surveys using Copilot Studio (preview)](/dynamics365/contact-center/administer/configure-surveys)

support/dynamics-365/customer-service/omnichannel-for-customer-service/greeting-message-delay-agent-connection.md

@@ -1,42 +1,42 @@
 ---
 title: Voice call greeting messages delay connection between agents and customers
-description: Resolves an issue where voice call greeting messages delay an agent's ability to connect to a customer in the voice channel in Omnichannel for Customer Service.
+description: Resolves an issue where voice call greeting messages delay a representative's ability to connect to a customer in the voice channel in Omnichannel for Customer Service.
 ms.reviewer: laalexan
 ms.author: srubinstein
-ms.date: 11/20/2024
+ms.date: 12/12/2024
 ms.custom: sap:Voice channel
 ms.collection: CEnSKM-ai-copilot
 ---
 # Incoming voice calls with long greeting messages cause connection delays
 
-This article provides a solution to an issue where Omnichannel for Customer Service voice calls that are configured with a greeting message cause a connection delay between the agent and the customer.
+This article provides a solution to an issue where Omnichannel for Customer Service voice calls that are configured with a greeting message cause a connection delay between the customer service representative and the customer.
 
 ## Symptoms
 
-As an agent or supervisor, you notice that incoming voice calls that are configured with a greeting message experience a delay before agents can connect to their customers.
+As a service representative or supervisor, you notice that incoming voice calls that are configured with a greeting message experience a delay before the service representatives can connect to their customers.
 
 ## Cause
 
-After [setting up a greeting message for a channel](/dynamics365/customer-service/administer/configure-automated-message), the call is intended to transfer to an agent once a greeting message ends for the customer. However, in some cases, the call is transferred to the agent while the greeting message is still playing. This results in the agent having to wait until the greeting message is completed before being correctly connected to the customer.
+After [setting up a greeting message for a channel](/dynamics365/customer-service/administer/configure-automated-message), the call is intended to transfer to a service representative after the greeting message ends for the customer. However, in some cases, the call is transferred to the representative while the greeting message is still playing. This results in the representative having to wait until the greeting message is completed before being correctly connected to the customer.
 
 ## Resolution
 
 To resolve this issue, try the following workarounds:
 
 - You can shorten the greeting message configured for your voice channel.
-- If shortening the message isn't possible, you can [introduce a Copilot Studio bot](#introduce-a-copilot-studio-bot-to-greet-customers) to welcome the customer instead of using a greeting message. You'll need to configure a delay to prevent the call from being transferred to an agent. There are two ways to create a delay:
+- If shortening the message isn't possible, you can [introduce a Copilot Studio agent](#introduce-a-copilot-studio-agent-to-greet-customers) to welcome the customer instead of using a greeting message. You'll need to configure a delay to prevent the call from being transferred to a representative. There are two ways to create a delay:
   - [Add a Power Automate delay flow](#add-a-power-automate-delay-flow)
   - [Add a message delay](#add-a-message-delay)
 
-### Introduce a Copilot Studio bot to greet customers
+### Introduce a Copilot Studio agent to greet customers
 
-1. Add a [bot](/dynamics365/customer-service/administer/overview-bots) and connect it to your workstream. For more information, see [Manage your bots](/dynamics365/customer-service/administer/manage-your-bots#add-a-bot).
+1. Add a [Copilot Studio agent](/microsoft-copilot-studio/authoring-first-bot) and connect it to your workstream. For more information, see [Manage your bots](/dynamics365/customer-service/administer/manage-your-bots#manage-your-bots).
 
-1. Ensure that your bot is connected to Omnichannel for Customer Service. For more information, see [Configure Copilot Studio bots for voice](/dynamics365/customer-service/administer/voice-channel-pva-bots#configure-handoff-from-copilot-studio-to-omnichannel-for-customer-service).
+1. Ensure that your agent is connected to Omnichannel for Customer Service. For more information, see [Configure Copilot Studio agents for voice](/dynamics365/customer-service/administer/voice-channel-pva-bots).
 
 1. In the [Copilot Studio](/microsoft-copilot-studio/fundamentals-what-is-copilot-studio) app, open your copilot and go to the **Topics & Plugins** page.
 1. Under **System**, select the **Conversation start** topic.
-1. In the **Message** node, add the greeting message that you want to be played before a call is transferred (or escalated) to an agent. Make sure the message node is set to **Speech**.
+1. In the **Message** node, add the greeting message that you want to be played before a call is transferred (or escalated) to a representative. Make sure the message node is set to **Speech**.
 1. Create a delay either by [adding a Power Automate delay flow](#add-a-power-automate-delay-flow) or by [adding a message delay](#add-a-message-delay).
 
 ### Add a Power Automate delay flow
@@ -62,19 +62,19 @@ To add a new node to create a delay flow, follow these steps:
    :::image type="content" source="media/greeting-message-delay-agent-connection/return-value-pva.png" alt-text="Screenshot that shows the Return value(s) to Power Virtual Agents flow action.":::
 
 1. Save your flow, go back to Copilot Studio, and add the flow after the **Greeting Message** node.
-1. Add a new node to transfer the conversation to the agent by selecting the "plus" icon and then selecting **Topic Management** > **Transfer conversation**.
+1. Add a new node to transfer the conversation to the representative by selecting the "plus" icon and then selecting **Topic Management** > **Transfer conversation**.
 
    :::image type="content" source="media/greeting-message-delay-agent-connection/transfer-conversation-node.png" alt-text="Screenshot that shows the Transfer conversation node in Copilot Studio.":::
 
 1. Test your copilot to make sure the message works as expected, and then publish the change.
 
 ### Add a message delay
 
-You can add another **Message** node to explain that the call will be transferred to an agent. This ensures that the call won't be transferred to the agent until both messages play.
+You can add another **Message** node to explain that the call will be transferred to a representative. This ensures that the call won't be transferred to the representative until both messages play.
 
 1. Select the "plus" icon, and then select **Topic management** > **Transfer conversation**.
-1. Type the message you want the agent to hear. For more information about creating and editing topics, see [Use topics to design a copilot conversation](/microsoft-copilot-studio/authoring-create-edit-topics).
+1. Type the message you want the representative to hear. Learn more about creating and editing topics, see [Use topics to design a copilot conversation](/microsoft-copilot-studio/authoring-create-edit-topics).
 
-    :::image type="content" source="media/greeting-message-delay-agent-connection/configure-voice-message.png" alt-text="Screenshot that shows how to configure a voice bot in Copilot Studio.":::
+    :::image type="content" source="media/greeting-message-delay-agent-connection/configure-voice-message.png" alt-text="Screenshot that shows how to configure a voice agent in Copilot Studio.":::
 
-1. Test your copilot to make sure the message works as expected, and then publish the change.
+1. Test your Copilot agent to make sure the message works as expected, and then publish the change.

support/dynamics-365/customer-service/omnichannel-for-customer-service/media/cant-reference-variable-publish-survey-agent/cant-reference-variable-from-component-error.png

@@ -1,55 +1,33 @@
 ---
-title: Power Virtual Agents bot conversations are active after a chat has ended
-description: Provides a resolution for the issue where Power Virtual Agents bot conversations remain active on the Omnichannel for Customer Service dashboard after a user ends a chat.
+title: Copilot Studio agent conversations are active after a chat ends
+description: Provides a resolution for the issue where Copilot Studio agent conversations remain active on the Omnichannel for Customer Service dashboard after a user ends a chat.
 ms.reviewer: nenellim
 ms.author: yangao
-ms.date: 11/20/2024
+ms.date: 12/12/2024
 ms.custom: sap:Copilot Studio\End conversation
 ms.collection: CEnSKM-ai-copilot
 ---
-# Power Virtual Agents bot conversations appear as active on the dashboard after a user ends a chat
+# Copilot Studio agent conversations appear as active on the dashboard after a user ends a chat
 
-This article provides a resolution for the issue where Power Virtual Agents bot conversations are shown as active on the Omnichannel for Customer Service dashboard even though a user has ended a chat.
-
-> [!IMPORTANT]
-> Power Virtual Agents capabilities and features are [now part of Microsoft Copilot Studio](https://www.microsoft.com/microsoft-copilot/blog/copilot-studio/microsoft-power-virtual-agents-now-part-of-microsoft-copilot-studio/) following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
->
-> Some articles and screenshots might refer to Power Virtual Agents while we update documentation and training content.
+This article provides a resolution for the issue where Copilot Studio agent conversations are shown as active on the Omnichannel for Customer Service dashboard even though a user has ended a chat.
 
 ## Symptoms
 
-After a conversation has ended, the Power Virtual Agents bot conversations are still showing as active on the dashboard.
+After a conversation has ended, the Copilot Studio agent conversations are still showing as active on the dashboard.
 
 ## Cause
 
-Conversations for Power Virtual Agents bot can't be ended in Omnichannel for Customer Service. Therefore, they will be seen as active on the supervisor dashboard even after they've been closed.
+Conversations for Copilot Studio agent can't be ended in Omnichannel for Customer Service. Therefore, they will be seen as active on the supervisor dashboard even after they've been closed.
 
 ## Resolution
 
-You can configure a context variable that will explicitly end the bot conversation in Omnichannel for Customer Service after users close the chat window. In Power Virtual Agents, create a standalone topic for the `CloseOmnichannelConversation` context variable with the variable property set to `global`. Invoke the topic in another topic that you've configured for the bot.
+You can configure a context variable that will explicitly end the agent conversation in Omnichannel for Customer Service after users close the chat window. In Copilot Studio, create a standalone topic for the `CloseOmnichannelConversation` context variable with the variable property set to `global`. Invoke the topic in another topic that you've configured for the Copilot Studio agent.
 
-Though the conversation will be closed in Omnichannel for Customer Service, it won't be closed in Power Virtual Agents and appear in the **Escalation rate drivers** KPI in the **Power Virtual Agents Analytics** dashboard.
+Though the conversation will be closed in Omnichannel for Customer Service, it won't be closed in Copilot Studio and appear in the **Escalation rate drivers** KPI in the **Power Virtual Agents Analytics** dashboard.
 
 > [!IMPORTANT]
-> Make sure that you have access to Power Automate to configure a flow so that the bot conversation in Omnichannel for Customer Service can be ended.
-
-To configure ending a bot conversation, take the following steps:
-
-1. In Power Virtual Agents, for the selected bot, configure a new topic.
-2. Select **Go to authoring canvas**, and in **Add node**, select **Call an action**, and then select **Create a flow**.
-3. On the Power Automate window that opens on a new tab, take the following steps:
-   1. In the **Return value(s) to Power Virtual Agents** box, select **Add an input**, and then select **Yes/No**.
-   2. In the **Enter title** box, enter *CloseOmnichannelConversation*, which is the Omnichannel for Customer Service context variable name.
-   3. In the **Enter a value to respond** box, select the **Expression** tab, and then enter *bool(true)* to build the expression, and select **OK**.
-   4. Save the changes, and then exit Power Automate.
-
-4. In the topic you were editing, select **Call an action** again, and then in the list, select the flow you created.
-5. In **Add node**, select **End the conversation** > **Transfer to agent**.
-
-   :::image type="content" source="media/pva-conversations-active-dashboard/end-bot-conversation.png" alt-text="Screenshot that shows how to configure an end-conversation topic.":::
+> Make sure that you have access to Power Automate to configure a flow so that the agent conversation in Omnichannel for Customer Service can be ended.
 
-6. Go to the topic in which you need to invoke the topic for ending the bot conversation in Omnichannel for Customer Service, and use the **Go to another topic** option in **Add a node**.
-7. Select the topic that you created for ending the bot conversation.
-8. Save and publish the changes.
+To configure an end of the agent conversation, perform the steps in the [End bot conversation](/dynamics365/customer-service/administer/configure-bot-virtual-agent#end-bot-conversation).
 
-Additionally, you can configure automated messages in Omnichannel for Customer Service that will be displayed to the user after the conversation ends.
+You can also configure automated messages in Omnichannel for Customer Service that are displayed to the user after the conversation ends.