MB-230 · Question #338
You are implementing Omnichannel for Customer Service for a company. The company has the following requirements: - Initial conversations must be assigned to Power Virtual Agents chatbots. - If a…
The correct answer is C. The chatbot capacity must be higher than the capacity of the agents. Two bots in one queue. In this scenario, after a bot has transferred a conversation to a human agent, the agent will transfer the conversation to another bot in the same queue when the agent's task is over. For the conversation to flow correctly, you must set the first bot (Bot…
Question
You are implementing Omnichannel for Customer Service for a company. The company has the following requirements:
- Initial conversations must be assigned to Power Virtual Agents
chatbots.
- If a conversation needs to be escalated, it must be assigned to a
human agent.
- The chatbot and human agents must be in the same queue.
You need to complete the implementation to meet the requirements. What must the chatbot capacity as compared to the agents' capacity?
Options
- AThe chatbot capacity must be the same as the capacity of the agents.
- BThe chatbot capacity must be less than the capacity of the agents.
- CThe chatbot capacity must be higher than the capacity of the agents.
How the community answered
(39 responses)- A8% (3)
- B13% (5)
- C79% (31)
Explanation
Two bots in one queue. In this scenario, after a bot has transferred a conversation to a human agent, the agent will transfer the conversation to another bot in the same queue when the agent's task is over. For the conversation to flow correctly, you must set the first bot (Bot A) with the highest capacity, the human agent with the next highest capacity, and the second bot (Bot B) with the lowest capacity. Note: Enable a human agent to transfer a conversation back to a bot Some support scenarios may require a human agent to transfer a conversation back to a Power Virtual Agents bot after delivering personalized support. This transfer from human agent to bot may be used to provide further assistance with basic, repetitive tasks, or to collect additional data, as in a customer survey. You can facilitate the transfer of a conversation from a human agent back to a bot in the following Create two bots that reside in two queues Create two bots that reside in the same queue https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
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