You deploy a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel for Customer Service. You observe that the chatbot is not able to recognize the questions asked by users. You…

Question

Options

• AAdd a fallback topic.
• BCreate new topics.
• CCreate an entity.
• DModify the Escalate system topic.

• A
  94% (44)
• C
  2% (1)
• D
  4% (2)

Explanation

When a Power Virtual Agents chatbot cannot match a user's input to any existing topic, it needs a designated handler for those unrecognized inputs. A fallback topic is exactly this: a built-in system topic that is automatically triggered whenever the bot fails to recognize or match user intent. Adding a fallback topic is a single configuration step that immediately handles all unrecognized questions - it can display a helpful message, offer suggestions, or escalate to a human agent. This minimizes administrative effort because it requires no analysis of what users are asking or creation of topic-by-topic rules. By contrast, creating new topics (B) requires identifying every unrecognized question pattern and authoring responses for each - high effort. Creating an entity (C) is for extracting structured data (like dates or names) from user input, not for handling unrecognized intents. Modifying the Escalate system topic (D) handles the escalation-to-agent flow specifically, not the general case of unrecognized questions.

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