You are describing Power Virtual Agents to executives at a company. The executives want to know which features are available out of the box. You need to describe these features. Which three features…

Question

Options

• AMonitor bot conversations in real time.
• BAssign cases to specific users.
• CEscalate to a live person.
• DUse bots in post-chat surveys through routing rules.
• EDisplay a view of customer cases to users.

• A
  71% (15)
• B
  10% (2)
• D
  19% (4)

Explanation

A: Smart assist is an intelligent assistant that provides real-time recommendations to agents, helping them take actions while interacting with customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bots interpret conversations in real time and provide relevant recommendations such as knowledge articles, similar cases, and next- best steps to the agent's user interface. C: With Power Virtual Agents, you can hand off conversations to live agents seamlessly and When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation. https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off

No community discussion yet for this question.