A company creates a bot by using Power Virtual Agents. The company requires the bot to transfer callers to an agent if the bot is unable to recognize a customers request. You need to configure the…

The correct answer is B. Fallback topic. The Fallback topic (B) is a built-in system topic in Power Virtual Agents that is automatically triggered whenever the bot cannot match a user's input to any existing topic. It acts as a catch-all handler for unrecognized intent. You can configure this topic to escalate the…

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Question

A company creates a bot by using Power Virtual Agents. The company requires the bot to transfer callers to an agent if the bot is unable to recognize a customers request. You need to configure the bot for the unrecognized information from the customer. Which feature should you use?

Options

AFallback workstream
BFallback topic
CFallback skill
DFallback queue
EFallback entity

How the community answered

(70 responses)

A
1% (1)
B
90% (63)
D
3% (2)
E
6% (4)

Explanation

The Fallback topic (B) is a built-in system topic in Power Virtual Agents that is automatically triggered whenever the bot cannot match a user's input to any existing topic. It acts as a catch-all handler for unrecognized intent. You can configure this topic to escalate the conversation to a live human agent, display an apology message, or attempt to redirect the user. The other options do not exist as named features in Power Virtual Agents: there is no 'Fallback workstream' (A), 'Fallback skill' (C), 'Fallback queue' (D), or 'Fallback entity' (E). The Escalate system topic is related but is specifically for intentional escalations, whereas the Fallback topic handles unrecognized inputs.

Topics

#Power Virtual Agents#Bot configuration#Fallback topic#Agent transfer

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