Example configuration Microsoft Flow to setup an Automated Errors and Solutions bot

Prerequisites

A Microsoft QnA Maker set up, filled with a knowledge base (KB):

For example: Errors & Solutions

Introduction

In this guide you will create a Microsoft Flow solution, in which you create a Flow that will answer error messages based on a Knowledge Base.

Create SharePoint list

Navigate to the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Config page
Open Site Content
Select Create an App
Select Custom List
Give the list a name, for example "Errorlog"
Add the following columns:
1. EntryType: Single line of Text
2. Source: Single line of Text
3. Message: Multiple line of Text
4. Solution: Multiple line of Text

The end result should look like:

Write error messages to SharePoint

Create PowerShell script

Log into the Anywhere365 Server
Create a folder "C:\Scripts"
Create a folder "C:\Scripts\Bin"
Copy the following items to the bin folder (located: C:\Program Files\Common Files\microsoft shared\Web Server Extensions\15\ISAPI\)
1. Microsoft.SharePoint.Client.dll
2. Microsoft.SharePoint.Client.Runtime.dll
3. Microsoft.SharePoint.Client.WorkflowServices.dll

Create a PowerShell script in "C:\Script" and change the following items:

SiteUrl: Site where you created the Error list
Username: User with write permissions on the list.
SecurePassword: Password of the user.

Copy

PowerShell

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##############################
#         LOGGING            #
##############################
$ErrorActionPreference="SilentlyContinue"
Stop-Transcript | out-null
$ErrorActionPreference = "Continue"
Start-Transcript -path C:\Scripts\output.txt -append
##############################
#   Connect to SharePoint    #
##############################
# Add references to SharePoint client assemblies and authenticate to Office 365 site - required for CSOM
Add-Type -Path C:\Scripts\Bin\Microsoft.SharePoint.Client.dll
Add-Type -Path C:\Scripts\Bin\Microsoft.SharePoint.Client.Runtime.dll
Add-Type -Path C:\Scripts\Bin\Microsoft.SharePoint.Client.WorkflowServices.dll
# Specify tenant admin and site URL
$SiteUrl = "https://contoso.sharepoint.com/sites/ucc/ucc"
$ListName = "ErrorLog"
$UserName = "username@domain.com"
$SecurePassword = ConvertTo-SecureString "password" -AsPlainText -Force
# Bind to site collection
$ClientContext = New-Object Microsoft.SharePoint.Client.ClientContext($SiteUrl)
$credentials = New-Object Microsoft.SharePoint.Client.SharePointOnlineCredentials($UserName, $SecurePassword)
$ClientContext.Credentials = $credentials
$ClientContext.ExecuteQuery()
# Get List
$List = $ClientContext.Web.Lists.GetByTitle($ListName)
$ClientContext.Load($List)
$ClientContext.ExecuteQuery()
##############################
#   GET AND CREATE EVENT     #
##############################
$event = get-eventlog -LogName "Unified Contact Center" -newest 1
 
# "Error" - send only error
if ($event.EntryType -eq "Error")
{
$PCName = $env:COMPUTERNAME
$Message = $event | select-object -Expandproperty Message | out-string
$Message = $message.Split([Environment]::NewLine)[6]
$Source = $event | select-object -Expandproperty Source | out-string
$Source = $Source.trim()
$EntryType = $event | select-object -Expandproperty EntryType | out-string
$Message = $message.replace($Source,"").trim()
 
# Create Single List Item
$ListItemCreationInformation = New-Object Microsoft.SharePoint.Client.ListItemCreationInformation
$NewListItem = $List.AddItem($ListItemCreationInformation)
$NewListItem["Title"] = 'Error Message'
$NewListItem["Message"] = $Message
$NewListItem["Source"] = $Source
$NewListItem["EntryType"] = $EntryType
$NewListItem.Update()
$ClientContext.ExecuteQuery()
 
}
else
{
write-host "No error found"
write-host "Here is the log entry that was inspected:"
$event
}

Create Scheduled Task

Open Event Viewer
Open Applications and Services Log
Right click and select Attach a Task To this Log
Give the task a name and select Next
Select Next
Select Start a program
Fill in the following settings:
1. Program / script: powershell.exe
2. Add argument: Location of the PowerShell script, example: C:\Scripts\EmailError.ps1

Creating the Flow

Trigger

The trigger for this flow is "When an item is created" in SharePoint. This way the flow will run every time an error is submitted.
- Site Address: Url of the UCC Configuration with the Error list
- List name: Errorlog
Html to text

This is needed to remove the Html from the error message.
- Content: Message
Call the QnA Maker

Add an action “Generate answer”, a QnA bot action type. The information for his step can be found in your KB, under “My Knowledge Bases”, press view code to see the HTTP Request information.
- Knowledge Base Id: the id between ‘POST /knowledgebases/xxxx-xxxx-xxxxx-xxx/generateAnswer
- Service Host: The https address in the second line (without Host in front)
- Endpoint Key: the endpointKey in the third line
- Question: The plain text content
Leave the Top on 1, for it to return the highest possible answer.
Initialize variable

As the output of the QnA Maker action is in the form of a JSON, the next step is to translate this to a string.
- Name: Answer
- Type: String
- Value: Expression "first(body('Generate_answer')?['Answers'])?['answer']"
Update item

Next step is to put the answer back in SharePoint.
- Site Address: Url of the UCC Configuration with the Error list
- List Name: ErrorLog
- Id: Id
- Title: Title
- Solution: Answer

The end result should look like: