Customer Support Ticket Automation: Automate Your Business Processes - Ep.5
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feel [Music]
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Greetings everyone Thanks for joining us today for the another episode for
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business automation So where we talk about different scenario how we can uh
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you know automate your business processes using that Microsoft uh power platform ecosystem
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So in every session we take a different use case and we discuss how we can uh
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you know implement that automation using different set of tools So we uh you know
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discuss about those tools here So similar to that we will have a new uh
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use case today So let's have a quick agenda for today So we'll start with the basic introduction about the use case
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that we are going to talk today and then we will discuss what is our proposed
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solution So there may be different solutions there may be different uh you know potential solutions for that So but
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we will discuss one particular use uh you know solution for that that how we can implement that uh automation here So
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we'll talk about the tools that we are going to use into our automation So for example today we are going to talk about
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the genes and then we'll talk about uh you know our workflow tool that will
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help us to automate those activities those task and then we'll talk about that uh communication channels for
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example Microsoft teams where which we'll be using for the notification and then for the outlook where we will be
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sending email using that outlook Okay and then after these discussion we will have a quick demo So before jumping on
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the main topic let's have a quick introduction about ourself So myself Mahindra and uh my I have my friend uh
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Sep Misra with me So we both are Microsoft MVP and Sharp Corner MVP So we
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have been working with Microsoft technology It's more than 10 years now So yeah so let's have uh our quick
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introduction So let's jump on the main uh topic
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Okay there is something uh oh I see something wrong here This is
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not moving to next slide Okay let me do one thing Let me uh share it from my
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screen directly So it will be easy
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here Uh so sep just let me know when you can
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see my screen Yes I can Okay So perfect So as we said
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that uh the use case uh that we have today is basically the customer support
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ticket system So where basically you know when we are working on any project
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or whether it's a new uh implementation project or new software development project or we have any existing uh you
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know uh project which we want to upgrade or enhance some new features or maybe
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it's a product development uh life cycle that we are doing So you know every project have different different stages
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right So we have different uh stages for example you know implementation the actual development on that and when this
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is you know that is uh actual development or the deployment is done on the production then we do you know
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support on that or we do you know up you know updates or you know some kind of if there is some migration activities there
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or some there are bugs are there So we work on different different type of activities So all that activities that
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we work we need to you know manage them in a proper way so that we are you know
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properly recording that if there is any support ticket uh that is raised by the customer or if there is any bug that is
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reported by the customer right so we need to record those type of thing in a centralized system where we can easily
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manage them and then based on their priority so you know it's basically low
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priority medium or high depending on that we need to work on those and we need to resolve them in a timely manner
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Right so so for that we are now introducing here is the Gendesh system
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So that we will be using on this today use case So this is this
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complete process One second Uh I can see
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only about us So are you uh using any other slide because I can see about us
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just on your screen Okay here just one
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second Now can you see that uh first slide
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just about Yeah Yeah
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Okay Yeah Thanks for confirming that So yeah So I was talking about that uh
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today's use case is the customer support ticket system where we are basically
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kind of uh you know this is a centralized system where we manage all the tickets that is raised by the
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customer or our internal team QA team right so we manage all that tickets here
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it help us to you know manage those tickets to see on the different moving them on the different different stages
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So for example you know we have created that and then that is assigned to some you know executive or some technical
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person who will be working on that to the resolution on that once that is done
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that ticket will be passed to the QA system so that they can do the testing and finally that can be released to the
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production system for the end user So to maintain all these activity we need
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centralized system right apart from the centralized system as I said that we
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work on the different different stages right so creation passing through from one team to another team and you know
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changing their status So when we do all these activity we want to update our
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customer we want to update the responsible team whoever is raised you know raising these issues or bugs So
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whoever they you know reported that we want to let them update okay what's going on with their ticket what's going
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on with their birth right so for that we use this centralized system here so in
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today's use case basically here we are having uh these tools that is basically
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we are using as a part of you know Microsoft ecosystem So we have a first
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genes that is basically totally a non-Microsoft product Okay So we are
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using this to you know as a front end So in in our last couple of session we we
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discussed how we can use Microsoft forms right which provide us a form where we can usually you know go ahead and feed
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our data and that forms are also easily to design that and then once the data is
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there on the Microsoft form we can read it from the power automate and then we can work on those particular you know
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items So similar to that today for the front desk we are using genes system So
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where user can submit their bug ticket or changes So whatever is the scenario
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they can do that and then we are using power automate to manage our workflow
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the logic that will be basically you know responsible for the different type of activity that we are going to
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automate Yeah And then we have the other uh two options here First one the team
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that we will be using for the alert and notification so that we can send some kind of you know uh alert on the team if
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they are you know most of the companies nowadays utilize the team right for their day-to-day communication and then
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another one we have for the outlook where we will be sending email notification so that we can just let
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them know okay this is the current status of your ticket okay so that's the
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proposed system uh we have here
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today So the first one is the genes Okay
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this is powerful or you can say you know most
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companies use for that midsize companies use this genes system to manage their
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support system Okay this support system can be you know categorized in a
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different different ways depending on your scenario So as I said like what what is your business so if whether it's
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you are on the software development or you are on the product development or maybe you are you know not IT company
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let's say you are uh doing some kind of manufacturing right or you are building some kind of product and in that product
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you have different type of cycles or different type of stages that you maintain before it's going to the public
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use right so all that system basically the life cycle and different different
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stages we can use this genes It's provide different type of feature where
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you know we can create the tickets and we can see their status We have different kind of inbuilt channels as
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well So for example sending you know email chat phone call or social media
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you know that can be also done on this using the social media integration options as well as it supports that SLA
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tracking as well Right As I said that when we raise some ticket we have you
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know specific labels right So if it's a high priority low priority medium priority depending on that you have some
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specific time interval that under that particular time you need to respond to the customer right so let's take an
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example depending on that what is your SLA But let's say for example you know for some uh tickets when the ticket is
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raised by the customer you need within the 1 hour you need to reach to the customer and let them know that okay we
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received this ticket and what is your initial thought on that or what is your initial in you know inventions or maybe
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you can say that initial you know when you are checking that details or finding
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if you have anything already there in the database that you are maintaining that okay What was the history of the
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tickets so maybe there are existing ticket which is matching with the same one Okay So what will be your resolution
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so those kind of thing you just update that customer So within the specific
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time interval you need to reach out to the customer Okay And then depending on that maybe there is a low priority or
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medium So this time can be different maybe 1 day 2 day or you know 4 hours or
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6 hour depending on that So that kind of thing can be also done in the genes
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system and it also support AI So you know we can create power boards there on
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that which can also help you to uh you know uh you know simple scenario tickets
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that you can uh you know raise there and you can get some feedback if uh there is some database maintained uh behind the
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scene for that Okay So this is the system that we are going to use today for the front
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end The next one is power automate So power automate uh basically we are using
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for the workflow management here to you know automate our activities So power
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automate is basically Microsoft cloud service which provide us you know
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different kind of option where we can integrate different different application whether they are Microsoft
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or non-Microsoft application So as I said that this gender SQ is a totally
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non-Microsoft application but we have connectors available using those
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connector we can pass information between power automate and genders or or
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is there any any kind of other uh you know system like for example team or outlook So those type of information
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back and forth we can pass using the these connectors that is part of the
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power automate Okay So we are basically using those connectors to get the data
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from the genes and then based on that we are performing different type of actions
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and that you can see for example here So it will get the data from here when the
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ticket is created and then we are posting that notification to the team channel that is created for the team and
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then you can also send the mobile notification so that they will get uh you know push notification on their
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mobile and uh you know SMS there so they can see that as well Okay So apart from
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that we can also you know do these are like you know for that in the power
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automate we have connectors for the data vers dynamics you know all that ecosystem that is part of the power
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platform So those type of thing we can easily connect using the connector that is available
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here The another one uh now we are using the Microsoft teams as I said for
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sending the notification on the team So you can see here on the power automate we have on the this Microsoft team
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connector you can see that we have different type of trigger here So when this trigger will happen we have
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different type of actions that we can perform based on these triggers Okay So
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here we are using that Microsoft teams connector So it will get that detail
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from the power automate So whatever whether you know we want to send then uh this ticket status update or any kind of
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uh you know uh assignment information like for example your your ticket is
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assigned to this particular person or your uh you know ticket is assigned to this particular team So those kind of
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notification we can use on the Microsoft team So they will get that notification
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So whoever is part of that channel all that it will be basically uh uh the
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message will be displayed on that particular channels So in the team we can create different type of channels So
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for this as well we can set up there and they will get notification over
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there Another one we have this you know outlook So for the email notification we
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are using this outlook connector So let's take an example that apart from the uh team notification we want to also
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send them email okay or on the resolution of that or when this that is
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closed or completed we want to send them uh the notification that this ticket is
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completed for that we can use outlook connector and outlook connector is also
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available on the power automate As you can see we have the triggers and then we have different type of actions that we
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can use for sending email to our customer Okay So that's the use case
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here we are using now Uh so I will pass Mike to my friend uh sep and he will
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showcase this uh this use case and he will show you the demo that how we can
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you know set up this and create this kind of uh automation into your system
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Okay Yeah So thank you Mahendra Uh let me
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share my screen
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So is it visible uh not yet Yes So now I can see Yeah you can see it
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Yep Yeah So the thing is like you explained in this demo we are going to automate the customer support and most
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of the businesses they are using uh Genex like you that is the most popular
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help desk you can see most of the companies are using and in that case like when you are using uh Gentex and at
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the same time companies are using Microsoft 365 for Outlook and uh for
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their team communication So what we are going to do is we are going to show a demo when you are using Gendex and you
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are creating the tickets you are updating the tickets and at the same time you want that the communication
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should be communicated in your team's environment and using outlook as well Uh
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apart from that like we are using Gendex you can in the same way you can use freshex or any other helpless system uh
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which is available in the market because all those connectors are available in power automate So what I'm going to do
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is like I already logged in in a Gentex Whenever you logged in in J Genex it
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will give you a subdomain URL You can also create your own domain We are not going to discuss that because that is
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not the part of this demo But you can create your account Once you will create your account you will uh get this kind
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of uh environment where you will have the homepage You will able to see all your tickets You will able to see all
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your customers and other uh reports and all After that like uh as Mahendra said
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like we need power automate So you will go here in launch menu and then you will click on power automate So it will take
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you on a power automate page We already explained all those features how you can create the new flow how you can use all
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these templates and uh these other main items So what we are going to do is we
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are going to create uh our first demo where whenever a ticket is created in
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gentex we will post a message in teams So in a similar way like whatever other
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steps you want to add you can add but here what I'm going to do is I'm going to show the trigger like whenever you
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are creating a item in Zendex how it will be triggered by power automate and
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then you will access the information like all those properties of the Zendex
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and you will utilize those properties for further communication in teams or outlook So I will just use it I will
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search here like
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genix creation automation So here in triggers you need
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to search for genex So you will get all those available uh tickers So you can
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see we have a ticket and any uh the other one is when item is modified and one we have when item is created So in
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this case we are going to select when item is created and we'll uh use that So once you will click you can see uh you
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will click on this particular step like trigger and the first input we can see
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that is the table name because in gendex it is not just ticket we have some other
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uh entities as well So if you click here you can see like activities articles
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group membership all those like available tables are here So you can select a particular table on which you
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want to uh apply the trigger So in our case we are using tickets So I will just
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click tickers here Uh you can also see like based on the filters and other
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query parameters you want to apply you can apply here But we are not going to use that So we'll just close it out And
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then the next step is that we will try to post this
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information in Microsoft Teams So we will use post let me search
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teams and then you will see all those uh connectors related to the Microsoft
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teams So more so we'll get post and
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message So I'm using post a message in chat or channel So I will select a like
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flowboard and then we will use a channel we are using and then uh the team So I'm
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going to select a demo team and that is what I used for my demo purpose and then the the channel So the good part is like
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once you will select here you will see the dynamic uh parameter using that you will able to
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use all those uh the parameters you are getting from zindex So you can see we
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are just getting few parameters here If you click on see more you will able to see all those parameters and all those
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inputs you can see here in a particular triot and that is what you can access
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here in our flow So you can see we have type subject description priority status
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and also request ID submitter ID So that's the good part So you can just
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here type like uh cut
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subject and you will pick the subject from
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here is created I will just save
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it and then we will try to test
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it and we'll go here We'll click on new
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ticket So I'm just selecting my name I created some customer over there Support
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group So tags are similar like if any particular tag you want to apply you can apply here If it is
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available if it is not available you can directly create from here That is a problem And then high you can set up and
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then the other and I will
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type
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problem So I'm just uh adding I'm not able to access my PC a problem and that
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is what we can save from here
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Submit as a new So this ticket is created We'll go here and see that how this flow is working
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So let me replace Sometimes it's it's taking time So we'll test one more time I will just go here
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Select the I think
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I will try to create ticket one more time
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So I think uh it worked but it is not showing there So one more time I'll go here and we'll just use
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that already created one and we'll try to test using that
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So you can see uh it's uh working and then it will go here in Microsoft
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Teams So you can see this message uh came here what we added over there like
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access is created So this is how like my friend uh you will able to create this like the trigger based on this tri
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trigger we were we were able to access the data and post it in Microsoft teams
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In the same way what I'm going to do is the ne in next uh flow I'm going to
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create a trigger where we will modify something in gentex and we'll try to pass the data from genex like any other
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object you want to access and uh like uh based on the trigger you want to access the customer data or any other entity in
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Gendex So how you can get the data using your trigger So again we'll go back to
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the create We'll click on create and I will search
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modify cut and then we'll search for the
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genex trigger and we'll use when an item is modified I will click on
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create The same thing we need to do we need to select a particular table In our
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case we will select the tickets And then the in next step we will try to add a
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action where we will fetch the data from Gendex So I will search here Z gen
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Zen Zenex and we will able to access all
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those So Zendex related uh actions you can see here These many
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actions we have create item get item get items search articles delete So in our
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case we are going to use the get item So I will select this and here again we
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need to select the uh table like in our case we are going to access the access customer So I will select the
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user and then the item key for that we will use the trigger ID So id from the
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not trigger id we'll use the request requesttor ID the the person who created
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this particular trigger So you can see uh the the users and in that we will use
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the customer ID as a requesttor ID So we'll get the customer record and then
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we will send email to customer about the status update So I
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will select this and go here and we will use the customer ID
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like you can see when get item in get item I will just search it and I will use the email
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address and in subject your
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defect and we use the subject here is updated
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with status So I will select the select status here The next thing is
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I we'll use the customer name
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and will update with the status we
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have Yes So now you can see like we are sending email to the customer We are
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creating a dynamic subject based on your ticket subject is updated with the status and we'll save it
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So let me test this flow We'll go with the manual one and then we'll go here
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and we will change the status with
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solved Go back here and we will try to
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see as it is uh the third party application This is not directly connected with the power automate That's
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why sometime it's taking time uh on this particular canvas but behind the scene
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the the flow is run So that's why sometimes we are not able to see the update directly here on canvas So might
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be we have to refresh it or we go here and check the status Go
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back and see So there is no status here I try to run it
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So let's wait for a few seconds and then we'll try
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it Hello Am I audible yeah Yeah Yeah We can hear you Sometime it takes time like
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uh you know background processing and as you said that there are these tool or different application and we are
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communicating using connector So sometime uh this uh it's not uh visible
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here quickly just like we any inbuilt uh power application Yeah So that's why I'm
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waiting this time because uh sometimes it's taking time to update the status here in power
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automate So again it's taking time I will just try to
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refresh See the status here
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So I will try one more time Just over here and click on
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sort So status is updated
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So now you can see it is working Sometimes it is quite fast sometimes it is quite slow So you can see like that's
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the beauty of power automate So you can see like uh we are able to send email I got that particular like I got that
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email but that time also it was showing that it's not working but still I got that email So you can see this is how it
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will send customer like subject and all data is created on
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behaviorally success
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So I will show that how we are getting the data here in output You will able to see customer related data here like the
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verified active the email address So this is how we we are able to
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access that I think I was updating the another ticket So in that ticket my email
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address was not there and that's why I didn't get that So here email address is another one might be the demo one and
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that's why was I was not getting but you can see the customer information is here and that is what we are using here to
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send message So output message will be
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something like this Yeah
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Yeah So based on this like uh the third party how you can communicate uh using
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third party application in power automate connectors are available you can connect and how you can get the data
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from like the example we shown here like how you can use the trigger how you can
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get data and then you can use the power Microsoft uh M 365 applications for
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communication or messaging So back to the mahanda
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Yeah Yeah So thank you Sundep for showcasing that and this you know this is a uh simple scenario that we have
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taken that how we can use the den you know genes connector and the connector
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that is for the teams and outlook But of course depending on your requirement we can you know use different type of
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actions So if there is some kind of validation that you need to do if you want to apply some kind of condition or
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maybe there is in between let's take an example for you know if you have you know using dynamic CRM or business
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central maybe some ticket is created you also want to bring that ticket into dynamic CRM you know customer engagement
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or business central or any other system we can also do using those connector inbuilt and we can pass the data to
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these application okay so that's a simple scenario but of course you can put your own you know
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particular requirement there and fulfill that So yeah so that's what we wanted to
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cover today with this customer support ticket system and we will be back in next session with another use case where
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we will discuss what are the different other you know use case we have and we can automate them So thank you for
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joining us today Stay tuned and all our sessions are available on YouTube You can watch there and provide your
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feedback there Thank you very much Yeah Thank you Thank you very much Bye
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