Smart Email intake.
Step 1 - Create Solution

Smart Email intake.
Step 1 - Create Solution

Solutions are used to transport apps and components from one environment to another or to apply a set of customizations to existing apps. A solution can contain one or more apps as well as other components such as site maps, tables, processes, web resources, choices, flows, and more.

Solutions are the mechanism for implementing application lifecycle management (ALM) in Power Apps and other Power Platform products, such as Power Automate.

In our case we need to customize the Case table to support language, category tagging and related translation content. In the following steps we’ll add the following columns:

• Category Tags, for category classification tagging
• Category Tags Translated, for the translated into common language category classification tagging
• Description Translated, for the description translated into the common language
• Language, for the identified language code of the description content
• Language Score, for the confidence score of the detected language

In addition we’ll customize an existing form to show the “Case Analytics” columns and add a new view to review the “Case Analytics” data.

To create a solution:

1. Sign in to Power Apps (https://make.powerapps.com/) and select Solutions from the left navigation.

2. Select New solution and then complete the required columns for the solution.

   Field	Value	Description
   Display Name	Case Management	The name shown in the list of solutions. You can change this later.
   Name	CaseManagement	The unique name of the solution. This is generated using the value you enter in the Display Name column. You can edit this before you save the solution, but after you save the solution, you can’t change it.
   Publisher	"Your Publisher"	You can select the default publisher or create a new publisher. We recommend that you create a publisher for your organization to use consistently across your environments where you will use the solution.
   Version	0.0.0.1	Enter a number for the version of your solution. This is only important if you export your solution. The version number will be included in the file name when you export the solution.

3. Select Create.
4. Select “Add existing” – “Table”
5. Search for “Case” and select the table
6. Select “Next”
7. Select “Select objects” as we limit the customization and dependency to a minimum
8. In Columns search for “Description” and select the column
9. In Forms search for “Case for Interactive experience” and select the column
10. Select “Add”

11. Now we’ve to add additional columns to manage Category Tags, Language, Language Score and Translated text for Description and Category Tags as following.

    Display Name	Category Tags	Category Tags Translated	Description Translated	Language	Language Score
    Data type	Single line of text	Single line of text	Multiple lines of text	Single line of text	Number
    Format	Plain text	Plain text		Plain text	Float
    Schema name	categorytags	categorytagstranslated	descriptiontranslated	language	languagescore
    Minimum value					0
    Maximum character count	4’000	4’000	1’048’576	2	1
    Decimal places					5

12. Select “New column” and add the five new columns base on the table above to the Case table. See results

    Create Solution Case table with five new columns for case analytics.

13. Select “Forms” in the objects navigation
14. Select “Case for Interactive experiences” and choose edit

15. In “Details” tab add an new section called “Case Analytics” and add the five new created columns and Description to the section. See result

    Create Solution Add an new section called “Case Analytics” and add the five new created columns and Description to the section.

16. Select “Publish”
17. Now we need to add a new view to review the Case Analytics. Select “Views” in the objects navigation

18. Select “New view” and name it “Active Case Analytics”

    Create Solution Add new view and name it “Active Case Analytics”.

19. Select “Create”

20. Add the five columns and Description to the new view. Change Sort and Filter as needed. See result

    Create Solution Add the five columns and Description to the new view. Change Sort and Filter as needed.

21. Select “Publish”
22. Go back and select in the Objects navigation “All”. Select “Publish all customizations”
23. Now we can check if the customization is correct adapted. Open “Customer Service Hub”, select “Cases”.

24. Change view to “Active Case Analytics”

    Create Solution Change view to “Active Case Analytics”.

25. Select and open a case

    Create Solution Select and open a case choose tab "Details".

Now we set the foundation to analysis cases. Next step is now to configure the Automatically create Case records from Email ruleset described in step 2.

Steps by step guide

1. Create a solution “Case Management”
2. Create a Automatically create Case records from Email ruleset
3. Create instant flow “TranslateCasesToTargetLanguage”
4. AI Builder category classification custom model
5. Extend Automatically create Case flow with AI Builder models
6. Configure Unified Routing based on Category Tags to Agents

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3. Jan 2023

References

Solutions in Power Apps - Power Apps | Microsoft Learn