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.

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.

Show Suggested 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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