Discuss Microsoft MB-230 Exam Topic 4 Question 102

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.

AIn the Power Virtual Agent topic, add the Transfer to agent node.

BAdd a context variable in Power Virtual Agents to escalate the conversation.

CSelect a context variable in Omnichannel and update the information from Power Virtual Agents.

DAdd a bot user to the Omnichannel queue.

ESet the operating hours to escalate a conversation.

Suggested Answer: A, B, D

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

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24 comments · newest first

Jaleesa 5 days ago

B makes sense too.

Winfred 10 days ago

I think A is definitely needed.

Bette 15 days ago

This question is tricky.

Dell 20 days ago

Let’s review our choices again.

Daron 25 days ago

I hope we get this right!

Ettie 1 month ago

Same here! Those seem essential.

Ula 1 month ago

I’m leaning towards A, B, and C.

Dell 1 month ago

True, but it could help manage expectations.

Daron 2 months ago

E might limit escalation times.

Ettie 2 months ago

Agreed, but what about E?

Ula 2 months ago

I feel like D is less relevant.

Dell 2 months ago

C could be important for context.

Daron 2 months ago

B makes sense too.

Ettie 2 months ago

I think A is definitely needed.

Ula 3 months ago

This question is tricky.

Jeff 3 months ago

E) is crucial for managing response times!

Natalie 3 months ago

Wait, why would you need D)? Seems unnecessary.

Herminia 3 months ago

C) is a must if you want to keep track of the conversation.

Madelyn 3 months ago

I think B) makes sense too!

Sylvie 3 months ago

A) is definitely needed for escalation.

Paola 4 months 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.

Carey 5 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.

Shad 5 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.

Rolland 6 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.

Microsoft MB-230 Exam - Topic 4 Question 102 Discussion