A company uses Omnichannel for Customer Service.The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a customer starts a chat session.You need to set up the prerequisites for the Power Virtual Agents.Which three technologies should you set up? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.
Answer(s): B,C,E
CE: PrerequisitesBefore you integrate Power Virtual Agents bots in Omnichannel for Customer Service, check the following:* Azure Application ID - You'll need an application registered on the Azure portal before connecting to Omnichannel for Customer Service.* Bot - You must have a pre-configured bot that can integrate with Omnichannel for Customer Service.* Product licenses - You need a product license for Power Virtual Agents* Role - You must have the Omnichannel administrator role.B: In Omnichannel Administration, after the Power Virtual Agents bot is created and configured to work with Omnichannel for Customer Service, you can configure it to hand off conversations to queues. To receive incoming messages, you must add the bot to at least one queue.
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
DRAG DROP (Drag and Drop is not supported)A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.You must ensure that the new articles are available through the chatbot.You need to define the steps to integrate knowledge management with the chatbot.Which four 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(s): A
Step 1: Publish knowledge articles to a portal created in Power AppsStep 2: Create a topic for the Power Virtual Agents bot, and add an actionStep 3: Use a Power Automate template to add the solution to the chatbotStep 4: Test the Power Automate cloud flowTest the flow to publish and share the bot.
https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva
A company enables custom context variables on a chat widget.Users report that the context variables are not being populated on new chats.You need to troubleshoot the issue by querying the event listeners.Which listener is required to be running?
Answer(s): D
getContextProvider returns the currently set custom context provider, if any. If there is no registered custom context provider, then it returns null.The live chat SDK methods should be invoked after the lcw:ready event is raised. You can listen for this event by adding your own event listener on the window object.Example:window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){ // Setting the custom context provider // Throws error if contextProvider is not a function Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(function contextProvider(){ // Here it is assumed that the corresponding work stream would have context variables with logical name of 'contextKey1', 'contextKey2', 'contextKey3'. return { 'contextKey1': 'contextValue1', // string value 'contextKey2': 12.34, // number value 'contextKey3': true // boolean value }; }); // Retrieves the currently set custom context provider // If there is no registered custom context provider, then it returns null let registeredContextProvider = Microsoft.Omnichannel.LiveChatWidget.SDK.getContextProvider();});Incorrect:Not A: setContextProvider sets the context provider. The context provider function, when invoked, returns the context to be used for initializing a chat session.
https://docs.microsoft.com/en-us/dynamics365/customer-service/developer/reference/methods/getcontextproviderhttps://docs.microsoft.com/en-us/dynamics365/customer-service/developer/reference/methods/setcontextprovider
You create a canvas app to show trending results from a Power Virtual Agents chatbot.The results must be viewable on the Dynamics 365 Customer Service workspace home page.You need to add the survey results canvas app to the Customer Service workspace.What should you do?
A Canvas App can be easily embedded in a web site using the Iframe.Note: Say e.g. we have the following Canvas App to be embedded inside Dashboard in Dynamics 365.Save the app and navigate to Details.We can copy the Web link or App ID.The URL Format: https://apps.powerapps.com/play/[appId]The other parameter that can be used are source, tenantid, screencolor and any additional parameters. E.g. https://apps.powerapps.com/play/[appId]?source=iframe&screenColor=rgba(120,110,55,1)¶m1=value¶m2=value 2Here we have embedded it inside an Iframe component within the Dashboard
https://nishantrana.me/2020/11/12/embedding-canvas-app-in-an-iframe-inside-dynamics-365/
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