Discuss Microsoft MB-230 Exam Topic 5 Question 40

You are describing Power Virtual Agents to executives at a company.

The executives want to know which features are available out of the box.

You need to describe these features.

Which three features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

AMonitor bot conversations in real time.

BAssign cases to specific users.

CEscalate to a live person.

DUse bots in post-chat surveys through routing rules.

EDisplay a view of customer cases to users.

Suggested Answer: A, C, E

A: 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.

C: With Power Virtual Agents, you can hand off conversations to live agents seamlessly and contextually.

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.

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

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

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11 comments · newest first

Rupert 11 months ago

I heard they also use bots in post-chat surveys, right?

Freeman 11 months ago

Assigning cases to specific users is super helpful!

Delmy 12 months ago

Wait, can bots really escalate to a live person? Sounds too good to be true.

Omer 12 months ago

Totally agree, that's a game changer for support teams.

Gilberto 1 year ago

You can monitor bot conversations in real time!

Rodolfo 1 year ago

I recall that using bots in post-chat surveys is a feature, but I can't remember if it's available right away or needs some setup.

Katina 1 year ago

I practiced a similar question, and I feel like assigning cases to specific users might not be an out-of-the-box feature. It seems more advanced.

Albina 1 year ago

I'm not entirely sure, but I remember something about escalating to a live person being a common feature. It makes sense for customer support.

Ilene 1 year ago

I think one of the features is definitely monitoring bot conversations in real time. That seems pretty standard for chatbots.

Jerry 1 year ago

Okay, I've got a strategy for this. Based on the information provided, I believe the correct answer is option A. Creating an expense item linked to the intercompany project in the sales order seems like the logical next step to enable the consultant's travel expense recordings.

Adelina 1 year ago

This seems like a straightforward Scrum question. I'm pretty confident I can figure this out.

Microsoft MB-230 Exam - Topic 5 Question 40 Discussion