Introduction
Power Virtual Agents helps us create intelligent conversational chatbots without any code implementation. With these bots, we can engage with customers and employees in multiple languages across websites, mobile apps, Facebook, Microsoft Teams, or any channel supported by the Azure Bot Framework
The use cases can be extended by connecting it to an Omnichannel so that when the topics defined within PVA are not good enough to answer the queries from the user, the conversation can be handed over to a human agent using the Dynamics Customer Service Omnichannel experience.
Problem Statement
You can get a free trial for Customer Service from here . However, while working with the trial subscription, I stumbled upon an error that was related to Single Sign-On
It was also not showing the User Presence Status which should ideally show either Available, Busy, Offline, etc
Instead, it was not populating the status drop down at all.
Resolution
After a bit of digging and reading through official documentation, the trial subscription will have the Azure Security Defaults enabled
With Security Defaults, MFA is not enabled automatically. Hence you should either head to Azure Portal and enable MFA or disable Security defaults altogether. Disabling Security defaults is not a recommended practice in Production, enabling MFA would be the way to go.
For the time being, I disabled the security defaults, as I was working in the dev environment and now the User Presence has started to populate
The Single Sign-On error has also vanished
Summary
Thus, we saw one of the possible workarounds for the single sign-on issue that occurs in Omnichannel Customer Service due to the missing MFA in the Security Defaults configuration setting.
