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Free MB-230 Exam Braindumps (page: 16)

Page 15 of 74
PDF with 381 Questions

You are integrating Power Virtual Agents with Omnichannel for Customer Service.
You create context variables.
You need to complete the handoff process to a human agent.

Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

  1. In Power Virtual Agents, enter the Power Virtual Agents Application ID.
  2. In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.
  3. In the Omnichannel Administration app, add a user as a virtual agent.
  4. In Power Virtual Agents, disable the Teams channel.
  5. In Power Virtual Agents, select Transfer to agent.

Answer(s): A,B,E

Explanation:

Connect your bot to Omnichannel for Customer Service

1. (E) In Power Virtual Agents, edit your bot. In the left panel, select Manage, Agent transfers, and then select the Omnichannel tile.


2. Select Enable.

3. Under See the environment this bot is connected to, select the environment where you have omnichannel integration turned on.

4. (A) Select See how to register a new Application ID and follow the steps to find or create the app registration for Power Virtual Agents.


5. On the Azure portal go to App registrations, then select Overview. Copy the Application (client) ID

6. Return to the Omnichannel pane in Power Virtual Agents and paste the Application ID in the Application ID box.

Important
Omnichannel for Customer Service models bots as "application users." Therefore, the Application ID that you use must be unique to your Microsoft Dataverse organization or environment.

7. Select Add your bot.

Power Virtual Agents uses a Teams channel to communicate with Omnichannel for Customer Service. If one isn't turned on, a Teams channel will be enabled when you select Add your bot.

8. Select the View details in Omnichannel link to continue configuring the bot connection in your omnichannel interface.

B: End bot conversation
You must configure the Power Virtual Agents web app bot to end a conversation. See End conversation.

When a customer closes the chat window, for the bot to end the conversation in Omnichannel for Customer Service, you must also configure a context variable that explicitly ends the conversation.

To configure a bot conversation to end, perform the following steps:

1. In Power Virtual Agents, for the selected bot, add a new topic.

2. Select Go to authoring canvas, and in Add node, select Call an action, and then select Create a flow.

3. On the Power Automate window that opens on a new tab, do the following:

In the Return value(s) to Power Virtual Agents box, select Add an output, and then select Yes/No.
In the Enter title box, enter CloseOmnichannelConversation, which is the Omnichannel for Customer Service context variable name.
In the Enter a value to respond box, select the Expression tab, and then enter bool(true) to build the expression, and select OK.
Save the changes, and then exit Power Automate.

4. In the topic that you were editing, select Call an action again, and then in the list, select the flow that you created.

5. In Add node, select End the conversation, and then select Transfer to agent.

6. Go to the topic in which you need to invoke the topic for ending the bot conversation in Omnichannel for Customer Service, and use the Go to another topic option in Add a node.

7. Select the topic that you created for ending the bot conversation.

8. Save and publish the changes.


Reference:

https://docs.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel



HOTSPOT (Drag and Drop is not supported)
A company uses Omnichannel for Customer Service.

The company has the following requirements for their agents' conversations with customers:

•Agents must verify a customer's information when a chat starts.
•Auto search must be enabled for knowledgebase articles based on case title.

You need to enable agent scripts.

Which action types should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

  1. See Explanation section for answer.

Answer(s): A

Explanation:



Box 1: Automation
The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.

While creating templates and macros in the admin app, you can pass parameter keys such as title of a session, title of notification, title of an application tab template, and custom parameter values for application tab types. These keys are replaced based on the contextual information available at the time of execution.

Box 2: Macro
Automate tasks with macros
Overview of macros
In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations.

Macros are a set of sequential actions that are performed by a user. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.

The value propositions of the macros are as follows:

•Automate repetitive and monotonous tasks with a single click.
•Minimize human errors.
•Adhere to business processes.
•Lower average handling time.
•Improve customer satisfaction.
•Create contextual and reusable macros.

Incorrect:
* Smart assist is an intelligent assistant that provides real-time recommendations to agents, helping them take actions while interacting with customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bots interpret conversations in real time and provide relevant recommendations such as knowledge articles, similar cases, and next-best steps to the agent's user interface.

The smart assist feature can be enabled across all channels, such as Chat for Dynamics 365 Customer Service, SMS, and Facebook (excluding Entity Records Channel), making it a consistent experience for agents.

Prerequisites
Productivity pane must be enabled. Out of the box, productivity pane is enabled by default.
Smart assist must be enabled.
One of the following:
- AI-suggested similar cases and knowledge articles should be enabled by your administrator.
- Develop a smart assist bot and integrate it with Omnichannel for Customer Service. The smart-assist bot interprets the conversation context in real time and provides suggestions to agents.


Reference:

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist



You are creating a Power Virtual Agents chatbot to handle common customer inquiries.

A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.

You need to determine why the node is inactive.
What should you use?

  1. Maker portal
  2. Supervisor dashboard
  3. Test bot pane
  4. Topic checker

Answer(s): D


Reference:

https://docs.microsoft.com/en-us/power-virtual-agents/authoring-topic-management



You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.

The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.

You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?

  1. Configure context variables for a chatbot.
  2. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
  3. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
  4. Configure a Microsoft Teams support channel for the chatbot.
  5. Configure an SMS channel for a chatbot.

Answer(s): A


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent






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