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Microsoft MB-230 Exam - Topic 4 Question 102 Discussion

You are customizing an Omnichannel for Customer Service implementation.You need to configure the escalation 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.
A) In the Power Virtual Agent topic, add the Transfer to agent node. and B) Add a context variable in Power Virtual Agents to escalate the conversation. and D) Add a bot user to the Omnichannel queue.
C) Select a context variable in Omnichannel and update the information from Power Virtual Agents.
E) Set the operating hours to escalate a conversation.

Microsoft MB-230 Exam - Topic 4 Question 102 Discussion

Actual exam question for Microsoft's MB-230 exam
Question #: 102
Topic #: 4
[All MB-230 Questions]

You are customizing an Omnichannel for Customer Service implementation.

You need to configure the escalation 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.

Show Suggested Answer Hide Answer
Suggested Answer: A, B, D

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

by Matilda at May 04, 2026, 06:21 AM

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Ettie
5 days ago
I think A is definitely needed.
upvoted 0 times
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Ula
10 days ago
This question is tricky.
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Jeff
15 days ago
E) is crucial for managing response times!
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Natalie
20 days ago
Wait, why would you need D)? Seems unnecessary.
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Herminia
25 days ago
C) is a must if you want to keep track of the conversation.
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Madelyn
1 month ago
I think B) makes sense too!
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Sylvie
1 month ago
A) is definitely needed for escalation.
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Paola
1 month ago
Setting operating hours sounds familiar, but I’m not sure if it directly relates to the escalation process. I need to think about that more.
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Carey
3 months ago
I feel like adding a bot user to the Omnichannel queue might be necessary, but I’m not confident if it’s one of the three actions we need to take.
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Shad
3 months ago
I remember something about context variables being important for escalation, but I can't recall if we need to select or add one.
upvoted 0 times
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Rolland
3 months ago
I think we definitely need to add the Transfer to agent node in the Power Virtual Agent topic, but I'm not sure about the context variable part.
upvoted 0 times
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