Drag and Drop Question You are using Omnichannel for Customer Service. You need to configure Power Virtual Agents to route calls to a live representative when cases come into Dynamics 365 Customer…

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implement routing

Question

Drag and Drop Question You are using Omnichannel for Customer Service. You need to configure Power Virtual Agents to route calls to a live representative when cases come into Dynamics 365 Customer Service. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. Answer:

Exhibit

Answer Area

Drag items

Create context variables.Create a routing rule for a human agent and add the rule to the work stream.Create a new topic under Topics.Create a routing rule for a virtual agent and add the rule to the work stream.Select or create a work stream.Select an action.Set up name and description.

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Topics

#Power Virtual Agents#bot-to-human escalation#workstream#routing rules

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