PL-600 · Question #19
A company uses manual processes to track interactions with customers. The company wants to use Power Platform to improve productivity. The company has the following requirements: - Provide customers…
The correct answer is A. Dynamics 365 Virtual Agents chatbots B. Customer self-service portal E. Omnichannel for Customer Service. (1) Provide customers with an online portal where they can submit and review cases. (2) Ensure that customers can chat online with a customer service representative at any time. "With Power Virtual Agents, you can hand off conversations to live agents seamlessly and…
Question
Options
- ADynamics 365 Virtual Agents chatbots
- BCustomer self-service portal
- CDynamics 365 Field Service
- DBusiness process flows
- EOmnichannel for Customer Service
How the community answered
(30 responses)- A80% (24)
- C7% (2)
- D13% (4)
Explanation
(1) Provide customers with an online portal where they can submit and review cases. (2) Ensure that customers can chat online with a customer service representative at any time. "With Power Virtual Agents, you can hand off conversations to live agents seamlessly and https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off (3) Route chats to customer service representatives based on skill and availability. "In the customer service center, your agents have different skillsets and abilities." https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-skill-work-distribution
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