Exam MB-230 topic 7 question 8 discussion

Actual exam question from Microsoft's MB-230

Question #: 8
Topic #: 7

You are integrating Power Virtual Agents with Omnichannel for Customer Service.

You create context variables.

You need to complete the handoff 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 Power Virtual Agents, enter the Power Virtual Agents Application ID.
B. In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.
C. In the Omnichannel Administration app, add a user as a virtual agent.
D. In Power Virtual Agents, disable the Teams channel.
E. In Power Virtual Agents, select Transfer to agent.

Show Suggested Answer

Suggested Answer: BCE 🗳️

by Candy2002 at June 5, 2023, 2:15 a.m.

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Nyanne

4 weeks, 1 day ago

Selected Answer: ABE

I think its A, E, B Refer to intial setup settings on this video https://www.youtube.com/watch?v=a1n5IG-Ca3g

upvoted 1 times

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wwhung

10 months, 2 weeks ago

The question is a bit outdated as Omnichannel Admin app is going to be deprecated in April 2023. Ref: https://learn.microsoft.com/en-us/dynamics365/customer-service/oc-admin-center With the release of the Customer Service admin center app that consolidates admin experiences across the Customer Service suite, we announce that the following admin experiences are deprecated and no longer supported after April 2023. Service Management area in the Customer Service Hub app Omnichannel admin center App profile manager: Is removed in April 2023.

upvoted 2 times

mattiaeject

7 months, 2 weeks ago

Agree. But anyway, the provided response should be correct. D is incorrect because teams channed is required to get integration work properly, and C because when you configure PVA for agent transfer application user will be created automatically

upvoted 1 times

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Candy2002

10 months, 3 weeks ago

Selected Answer: BCE

I think it is B,C,E B. In the Power Virtual Agents topic: Within the Power Virtual Agents topic, you need to add the Transfer to Agent node in the End the conversation node. This node instructs the chatbot to transfer the conversation to a human agent when certain conditions are met or when the conversation is ready for escalation. C. In the Omnichannel Administration app: In the Omnichannel Administration app, you need to add a user as a virtual agent. This step involves configuring and setting up a user as a virtual agent who will handle the conversations transferred from the chatbot. E. In Power Virtual Agents: In Power Virtual Agents, you need to select the Transfer to agent option. This selection specifies that when the chatbot encounters the Transfer to Agent node, it should initiate the handoff process to a human agent within Omnichannel for Customer Service.

upvoted 4 times

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