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Question 132 - MB-230 discussion

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You are customizing an Omnichannel for Customer Service implementation.

You need to configure the escalation process to a human agent.

Which three actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

In the Power Virtual Agent topic, add the Transfer to agent node.

Answers
A.

In the Power Virtual Agent topic, add the Transfer to agent node.

B.

Add a context variable in Power Virtual Agents to escalate the conversation.

Answers
B.

Add a context variable in Power Virtual Agents to escalate the conversation.

C.

Select a context variable in Omnichannel and update the information from Power Virtual Agents.

Answers
C.

Select a context variable in Omnichannel and update the information from Power Virtual Agents.

D.

Add a bot user to the Omnichannel queue.

Answers
D.

Add a bot user to the Omnichannel queue.

E.

Set the operating hours to escalate a conversation.

Answers
E.

Set the operating hours to escalate a conversation.

Suggested answer: A, B, D

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

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asked 05/10/2024
Volkan Ozsoy
34 questions
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