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Free MB-230 Exam Braindumps (page: 34)

Page 33 of 74
PDF with 381 Questions

HOTSPOT (Drag and Drop is not supported)
You work for a healthcare company that does not use Azure Active Directory.

You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.

Which technologies 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: Power Virtual Agents
Dynamics 365 Customer Service, integrate a Power Virtual Agents bot
Microsoft Power Virtual Agents allows organizations to automate routine conversations, letting agents focus on high-value interactions. When a conversation is escalated from a bot to a human agent, the agent can see the full transcript of the bot conversation and get complete context while engaging with the customer.

Box 2: Omnichannel for Customer Service
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.

When you integrate a Power Virtual Agents bot with Omnichannel for Customer Service, you get the following capabilities for bot conversations:

Seamlessly integrate your bot with all channels without needing to add channel-specific code in the bot.
Transfer bot conversations to human agents, and include the full context of the conversation.
Analyze the bot transcript that's available in Microsoft Dataverse after the chat is completed.
Etc.

Box 3: User topic
Use system and sample topics
When you create a bot, several topics are created for you.

These topics fall into two categories:

* Four pre-populated user topics, titled as lessons. These lesson topics can be used to help understand simple to complex ways of using nodes to create bot conversations. You can edit these topics in the same manner as for topics you create. You can also choose to delete them entirely.

* A number of system topics.

Incorrect:
* System topics are topics you're likely to need during a bot conversation.

You can't delete or disable system topics or edit their trigger phrases. However, you can customize the nodes on the authoring canvas. We recommend that you don't customize these topics until you're comfortable creating an end-to-end bot conversation.

Box 4: Explicit trigger
Triggering hand-off to a live agent
Customers engaging with the bot can ask for a live agent at any point in the conversation. This escalation can happen in two ways, with an implicit trigger or an explicit trigger.

Upon triggering the hand-off topic, Power Virtual Agents starts the hand-off to the configured engagement hub and sends over all conversation context to find the next best live agent to ramp them up so they can resume the conversation.

Explicit triggers
When creating topics for your bot, you may determine that some topics require interaction with a human. This type of trigger is known as explicit triggering.

In these instances, you must add a Transfer to agent node into the topic.

This node lets you add a Private message to agent, which is sent to the connected engagement hub to help the live agent understand the history and context of the conversation.

Incorrect:
* Implicit triggers
In some instances, the bot may be unable to determine the intent of a customer's conversation. For example, the customer may be asking a specific question for which there is no topic, or there is no matching option within a topic.

In other instances, your customers may ask to be handed off to a live agent immediately. For example, customers may type "talk to agent" mid-way into a conversation.

When the bot detects an escalation in this manner, it will automatically redirect the user to the Escalate system topic. This type of trigger is known as implicit triggering.


Reference:

https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
https://learn.microsoft.com/en-us/power-virtual-agents/authoring-create-edit-topics
https://learn.microsoft.com/en-us/power-virtual-agents/advanced-hand-off



A company manufactures, installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service.

Installation technicians call support technicians when they encounter issues during system installations.

You must create step-by-step documentation for the support technicians.

Which two fields must you include? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

  1. Description
  2. Agent script
  3. Owner
  4. Language

Answer(s): A,B

Explanation:

B: Agent scripts in Omnichannel for Customer Service provide guidance about what you (an agent) should do when you get a customer issue and ensure that you share only accurate and company-endorsed information. Agent scripts help you be accurate, effective, and efficient in customer handling.

AB: The agent script section consists of a set of steps. Based on the type of agent script the administrator has configured, you might see the following types:

Text instructions
Macro
Agent script

Each of the steps can be identified with the actionable icon. When you expand a step, the section displays a short description of what the step entails and the action you need to perform using the icons next to it. The step that is executed successfully is indicated with a green Tick icon, and the step that has an error is indicated with a red Cross icon. You can run the steps again as needed, and the final state of the step, green Tick or red Cross, is based on the last run.

Incorrect:
* Language - Seem irrelevant.


Reference:

https://learn.microsoft.com/en-us/dynamics365/customer-service/oc-agent-scripts



You are customizing an Omnichannel for Customer Service implementation.

You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However, customer conversations are not escalating to human agents.

You need to complete the configuration to resolve the issue.

Which two features should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

  1. Smart Assist
  2. session template for the bot
  3. context variable
  4. bot in an Omnichannel Queue

Answer(s): C,D

Explanation:

C: When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation.

Contextual variables available upon hand-off
Beyond providing an automated way for a conversation to be ported into an engagement hub, it's important to ensure that the best agent for a specific problem is engaged. To help route conversations to the most appropriate live agent there are context variables that are also passed to the engagement hub.

You can use these variables to automatically determine where the conversation should be routed. For example, you may have added Transfer to agent nodes to several different topics, and you want to route conversations related to certain topics to specific agents.

D: In Omnichannel for Customer Service, queues are used for collecting and distributing workload among agents. The workload includes conversations, such as chat or SMS. Agents are added as members to the queues, and the workload is distributed among these agents.

Note: When your customers need to speak with a human agent, your bot can seamlessly hand off the conversation. With the omnichannel capabilities of the Chat Add-in for Dynamics 365 Customer Service, you can connect both voice and text conversations.

When your bot hands off a conversation, it shares the full history of the conversation and all variables collected in the interaction. Your Omnichannel for Customer Service routes incoming escalations to the right queue, and a live agent can seamlessly resume the conversation. For more information about how to use hand-off in bot conversations.


Reference:

https://learn.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel
https://learn.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
https://learn.microsoft.com/en-us/dynamics365/customer-service/create-queues-oca



DRAG DROP (Drag and Drop is not supported)
A company is using Omnichannel for Customer Service.

You add a live chat button to your company’s website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.

You need to configure the chat.

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.

  1. See Explanation section for answer.

Answer(s): A

Explanation:




Step 1: Create a work stream.
A workstream is a container to enrich, route, and assign work items, and can be associated with a channel, such as live chat, voice, or case.

The workstream can belong to multiple channels of the same type, like multiple chat channels. In this case, all the conversations from these channels inherit the routing and work assignment settings of the workstream they belong to.

Step 2: Set the routing rule.
Configure routing rules
Routing rules for a workstream consist of work classification rules and route-to-queue rules.

Routing rules define how conversations are routed to different queues. Each routing rule has a condition and a destination queue. If the rule condition is evaluated as True, then the conversation is routed to the destination queue.

Step 3: Set the Emaböe Agemt Affinity to Yes.
Configure work distribution
In the Work distribution area of a workstream, you can either accept the default settings or select See more and update the following options

* Keep same agent for entire conversation: Set the toggle to Yes if you want the conversation to remain assigned to the originally assigned agent.

* Etc.

Note: Agent affinity
The agent affinity feature ensures that work items are assigned to the agents based on their work history. Agent affinity ensures that conversations are automatically reassigned to the same agent, irrespective of the agent's capacity and presence.

Step 4: Create context variable
Context variables enrich conversations with pre-conversation data, channel data, and custom context data. These attributes can then be used to define routing rules to route conversations to different queues. Context variables are also used in agent productivity tools like macros and agent scripts.

Incorrect:
* Survey
Nothing related to Surveys in this question.


Reference:

https://learn.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://learn.microsoft.com/en-us/dynamics365/customer-service/routing-rules
https://learn.microsoft.com/en-us/dynamics365/customer-service/manage-context-variables






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