MB-230 Question #333: Real Exam Question with Answer & Explanation

The correct answer is C. context variable D. bot in an Omnichannel Queue. C: 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

Question

You are customizing an Omnichannel for Customer Service implementation. You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However, customer conversations are not escalating to human agents. You need to complete the configuration to resolve the issue. Which two features should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Options

ASmart Assist
Bsession template for the bot
Ccontext variable
Dbot in an Omnichannel Queue

Explanation

C: 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. Contextual variables available upon hand-off Beyond providing an automated way for a conversation to be ported into an engagement hub, it's important to ensure that the best agent for a specific problem is engaged. To help route conversations to the most appropriate live agent there are context variables that are also passed to the engagement hub. You can use these variables to automatically determine where the conversation should be routed. For example, you may have added Transfer to agent nodes to several different topics, and you want to route conversations related to certain topics to specific agents. D: In Omnichannel for Customer Service, queues are used for collecting and distributing workload among agents. The workload includes conversations, such as chat or SMS. Agents are added as members to the queues, and the workload is distributed among these agents. When your customers need to speak with a human agent, your bot can seamlessly hand off the conversation. With the omnichannel capabilities of the Chat Add-in for Dynamics 365 Customer Service, you can connect both voice and text conversations. When your bot hands off a conversation, it shares the full history of the conversation and all variables collected in the interaction. Your Omnichannel for Customer Service routes incoming escalations to the right queue, and a live agent can seamlessly resume the conversation. For more information about how to use hand-off in bot conversations. https://learn.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel https://learn.microsoft.com/en-us/power-virtual-agents/advanced-hand-off https://learn.microsoft.com/en-us/dynamics365/customer-service/create-queues-oca

Community Discussion

No community discussion yet for this question.

Full MB-230 Practice