Using Dialogs in Microsoft Bot Framework (Creating lead in CRM)

Let us continue with our previous post on Bot Framework

Here we will implement our own dialog.

Dialogs are basically a class which implements IDialog interface. Dialog sends a message to the user and is in suspended state till it waits for the response from the user. The state is saved in State Service provided by Bot Connector Service.

Here MyDialog is our dialog class which implements the IDialog Interface i.e. implement StartAsync method which would be the first method called. We also need to mark our class as Serializable.

Next we need to update our controller class to point it to our new MyDialog class.

Here we will ask the user about the product in which he is interested, then get the name and description and finally using this information we will create a Lead record inside CRM.

The lead record created in CRM.

Here we are making use of PromptDialog type for managing interactions with the user. Using PromptDialog we can easily prompt user for text, choice, attachment, confirmation etc.

The context here is the IDialogContext. In resume parameter, we can specify which dialog methods to be called next after the user has responded. The response from the user is passed to the subsequent dialog methods.

using Microsoft.Bot.Builder.Dialogs;
using Microsoft.Bot.Connector;
using Microsoft.Xrm.Sdk;
using Microsoft.Xrm.Sdk.Client;
using System;
using System.Collections.Generic;
using System.Threading.Tasks;

namespace Bot_Application1.Dialogs

public enum InterestOptions

// Decorate the class with Serializable attribute
// Implement IDialog Interface
public class MyDialog : IDialog
InterestOptions interestOptions;
string name;
string description;

// Start Sysnc is the first method which is called
public async Task StartAsync(IDialogContext context)
await context.PostAsync("Hi how may i help you?");
// wait for the user's response

public virtual async Task MessageRecieveAsync(IDialogContext context, IAwaitable argument)
// get the message
var message = await argument;

if (message.Text.Contains("interested"))
context: context,
resume: ResumeGetInterest,
options: (IEnumerable<InterestOptions>)Enum.GetValues(typeof(InterestOptions)),
prompt: "Which product are your interested in :",
retry: "I didn't understand. Please try again.");


public async Task ResumeGetInterest(IDialogContext context, IAwaitable result)
interestOptions = await result;

context: context,
resume: ResumeGetName,
prompt: "Please provide your name",
retry: "I didn't understand. Please try again.");

public async Task ResumeGetName(IDialogContext context, IAwaitable result)
name = await result;

context: context,
resume: ResumeGetDescription,
prompt: "Please provide a detailed description",
retry: "I didn't understand. Please try again.");

public async Task ResumeGetDescription(IDialogContext context, IAwaitable result)
description = await result;
context: context,
resume: ResumeAndConfirm,
prompt: $"You entered Product :- '{interestOptions}', Your Name - '{name}', and Description - '{description}'. Is that correct?",
retry: "I didn't understand. Please try again.");

public async Task ResumeAndConfirm(IDialogContext context, IAwaitable result)
bool confirm = await result;

if (confirm)
await context.PostAsync("Thanks for showing your interest we will contact you shortly.");

// Create a lead record in CRM


private void CreateLeadinCRM()
Microsoft.Xrm.Sdk.Entity lead = new Microsoft.Xrm.Sdk.Entity("lead");
lead.Attributes["subject"] = "Interested in product " + interestOptions;
lead.Attributes["lastname"] = name;
lead.Attributes["description"] = description;

public static OrganizationServiceProxy GetOrganizationService()
IServiceManagement<IOrganizationService> orgServiceManagement =
ServiceConfigurationFactory.CreateManagement<IOrganizationService>(new Uri(""));

AuthenticationCredentials authCredentials = new AuthenticationCredentials();
authCredentials.ClientCredentials.UserName.UserName = "";
authCredentials.ClientCredentials.UserName.Password = "*****";
AuthenticationCredentials tokenCredentials = orgServiceManagement.Authenticate(authCredentials);
return new OrganizationServiceProxy(orgServiceManagement, tokenCredentials.SecurityTokenResponse);


The next posts in this series

Hope it helps..

Configure Automatically suggest knowledge articles using Cognitive Services Text Analytics (Preview) in Dynamics 365 (online)

As a first step, we need to set up Text Analytics Service and connect it to our CRM Online. Follow the below post for that

Next, we need to set up Knowledge Search field settings

For this go to Settings โ€“ Service Management and click on Knowledge Search field Settings

There click on New to create a new Search Model record.

Below we have specified case as our source entity. Click on Save.

Next, we need to define Keyword fields for our model, click on + to create a new text analytics entity mapping record.

To keep things simple, we have selected entity as Case and Field as Case Title based on which suggestions will be made. Save the record.

Click on Activate to activate the model.

Next, we need to modify the Case form to include knowledge base suggestions

Open the Conversation Tabs, go to Knowledge Base Search and select Text Analytics for Give Knowledge base suggestions as described below and publish the form

Open any of the case record, go to KB Records. Here based on the Case Title, the text analytics picks up the keyword “Delay” and shows/suggests the corresponding KB Articles matching that keyword.

Get all the details here

Hope it helps..

Configure Document Suggestions using Cognitive Services Text Analytics (Preview) in Dynamics 365 (online)

Let us take a simple example to understand how to configure Document Suggestion preview feature.

To do so first we need to enable Text Analytics Service, Connect it to our CRM Online and configure similar record suggestions. Please follow the below post for all the details.

Go to Settings โ€“ Document Management โ€“ Manage Document Suggetions

Select the entity for which we want to enable it, as we had our similar record suggestions enabled for Case we select the Case entity here.

Click on Apply.

Now as we already have Similar Record Suggestions configured for Case entity, for a case record with Delay keyword in its title we get the below suggestions

So, for Delay in Dispatch record we are getting Delay in service, delivery and shipment as suggestions as similar cases.

Now what we have done over here next is that we have attached document(s) to each of these case records.

For Delay in Dispatch case record –

For Delay in Service case record –

For Delay in Shipment record we have 2 document attached.

For Dispatch in Delivery case record we do not have any document attached yet.

Now let us open case with title “Dispatch in Delivery” and go to its Documents related records and click on Show Suggestions button

A dialog opens which list all the documents that are associated to the case records similar to the Delay in Delivery record i.e. all the remaining case records having delay keyword in its title.

Select documents and click on Copy.

Documents Copied to the Delay in Delivery record.

Hope it helps..

Configure Dynamics 365 and Azure Service Bus Integration (through Queue and QueueClient)

Let us configure Dynamics 365 and Azure Service Bus integration.

Here we would implement a basic scenario, every time a lead is created in CRM we’d pass this execution context information to the queue. The app then reads and shows the information.

As a first step, we need to register a service end point through plugin registration tool.

Here we need to provide the connection string

So, let us create SAS configured Azure service bus namespace and a queue in it.

Go to portal

Search for Service Bus, provide the required details and click on Create.

Next, we’d create a queue. Inside Service Bus go to Queues and click on plus button create a Queue

Next inside the queue we need to go to Shared Access Policy settings and click on Add button to add a new SAS Key

Next click on connection strings, followed by Add button to add a new SAS Key.

This creates the key. Now copy the connection string.

Paste the connection string in the Plugin Registration tool

It will auto populate all the details. Now click on Save.

This adds a new service end point

Now register a new step โ€“ Entity โ€“ Lead and Message โ€“ Create.

Now to trigger it let us create a lead record in CRM.

A corresponding System Job will have the status.

Back in our queue we can see 1 new message added to it.

To read the message, let us create a simple windows application.

Install the WindowsAzure.ServiceBus package.

The source code for the queue. Here the connection string will be the same which we had specified in the plugin registration tool. The message body is of type RemoteExecutionContext.

The output.

Hope it helps..

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