Exam PL-200 topic 10 question 1 discussion

1. Fallback topic 2. Omnichannel

For Q1, I believe Escalate is correct because the case study requirement is "If guests ask about topics that are not listed in the FAQ, the chat solution must identify the issue and escalate to a staff member."

Handle an unknown question from a guest in a conversation: B. Fallback topic: This component is used to handle situations where the chatbot does not understand the user’s question. It provides a generic response and can guide the user to rephrase their question or offer alternative options. Redirect a guest with an unknown question to a live staff member: D. Omnichannel for Dynamics 365 Customer Service: This solution allows seamless escalation to a live agent when the chatbot cannot handle a query. It ensures that the guest is connected to the appropriate staff member for further assistance.

Power Virtual Agents are not on PL-200 in July 2024 but the correct answer for this i believe is Fallback topic and Omni-channel. Fallback topic: The best way to handle an unknown question in Power Virtual Agents is to use the fallback topic (Option B). When a user asks a question that the bot doesn’t recognize or have a specific response for, the fallback topic provides a default action or response. Omnichannel: Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat, voice, and SMS. Why Omnichannel? Because we are not trying to fit into the client's existing setup, we are designing a new solution. Omnic-channel for customer service would handle live chat with customers, not Teams.

You must implement the following solutions: … a customer service solution thats a long list of solution for a family owned apline ski house with 2 staff members able to make excel formulas. 1) fallback topic 2) first thought: Microsoft Teams, because of: Communication between team members must be centrally managed and unified in Microsoft Teams. so they primarily look into teams and not any dozen separate browser tabs) but it also states ' you must implement' ...'a customer service solution' :-(. I go for the must-have C) Omni channel for Dynamics 365 Customer Service

1. Fallback topic. Escalate is handing off to live agent. In some instances, the bot may be unable to determine the intent of a customer's conversation. For example, the customer may be asking a specific question for which there's no topic, or no matching option within a topic. 2. Ominichannel

1. Fallback topic 2. Omnichannel for dynamics 365 customer service

1. Fallback topic : "When you open this topic in the authoring canvas, you'll see that the default fallback topic contains two nodes: a Message node that rephrases the user input and an Escalate node that redirects to a live agent." 2. Microsoft Teams: "Communication between team members must be centrally managed and unified in Microsoft Teams" so there's really no need to use Omnichannel because "An additional license is required to access Omnichannel for Customer Service" "(...) does not employ technical staff and does not have the budget to... any solution must use the capabilities of current team members. All solutions must be simple to use, easy to maintain and represent the brand of the resort" But still, correct me if I'm wrong

Took the exam in August 2022. This question was on it.

1. Escalate 2. Omnichannel Are the right answers

For the first one: "When you open this topic in the authoring canvas, you'll see that the default fallback topic contains two nodes: a Message node that rephrases the user input and an Escalate node that redirects to a live agent." It should be "Fallback topic" and, inside it, the right thing to do is probably to escalate... c'mon Microsoft, what a s*** question...

Surely Omnichannel isn't the answer, it does'nt meet the business requirement! To use Omnichannel they'd need Dynamics 365 Customer Service PLUS extra licenses for Omnichannel for Customer Service, with live agents waiting on that system to take the live ticket. There's no way that meets the business requirement - more likely they'd just use an escalation path to send a message via Teams to have someone answer, or give the person an email/phone number/website to contact.

Fallback topic Omnichannel

On exam 1 Feb, 2022. Chosed: Fallback topic Omnichannel

On exam Jan 27, 2022. Passed, choosed Fallback topic and Omnichannel.

I believe for Q1, the important word is conversations. Escalate > "During a conversation, a Power Virtual Agents bot triggers the appropriate topic based on the user's input. If the bot can't determine the user's intent, it prompts the user again. After two prompts, the bot escalates to a live agent through the system Escalate topic." https://docs.microsoft.com/en-us/power-virtual-agents/authoring-system-fallback-topic Fallback is more when you are not in any conversation or topic > "In some scenarios, you might want to customize how the bot behaves when user input doesn't trigger any topic. For example, you can build a catchall topic to capture unrecognized user intent, or use a topic to call back-end systems or route to existing services."

on exam 11/24/21