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Exam MB-230 topic 4 question 20 discussion

Actual exam question from Microsoft's MB-230
Question #: 20
Topic #: 4
[All MB-230 Questions]

You are customizing an Omnichannel for Customer Service implementation.

A call center wants to enable a chat channel for unauthenticated chats with the following requirements:

• Chat must auto detect a customer for agents.
• A chat widget must be embedded in a specific domain.

You need to customize the solution that meets the requirements.

Which two options you should select? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

  • A. pre-chat survey
  • B. visitor location
  • C. proactive chat
  • D. widget location
Show Suggested Answer Hide Answer
Suggested Answer: CD 🗳️
by Candy2002 at June 1, 2023, 2:58 p.m.

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Nyanne
4 months, 3 weeks ago
Selected Answer: AD
Tricky.. This is either A&D or C&D.
upvoted 1 times
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b2fcd03
1 year ago
Proactive chat allows auto detect a customer. Pre-chat survey allows automatically identify a customer. So Proactive chat is correct.
upvoted 2 times
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wwhung
2 years, 2 months ago
Selected Answer: CD
The wording is a bit tricky here, "auto detect a customer for agents" should be proactive chat.
upvoted 3 times
Nyanne
4 months, 3 weeks ago
Ohhh auto detect meaning the system detects that someone is active on the website so prompt a popup chat? I would have said pre-chat to get customer data and match to a customer..
upvoted 1 times
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Candy2002
2 years, 2 months ago
Selected Answer: CD
My bad. should be C, D. It is asking to detect a customer, not to bring into a customer.
upvoted 2 times
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Candy2002
2 years, 2 months ago
Selected Answer: AD
A. Pre-chat survey: By using a pre-chat survey, you can collect basic information from customers before the chat session begins. This information can include their name, contact details, or any other relevant details that can help identify the customer. The pre-chat survey allows agents to auto detect the customer based on the information provided, enabling a personalized and efficient chat experience. D. Widget location: Selecting the widget location option allows you to embed the chat widget in a specific domain or web page. This ensures that the chat widget appears and is accessible within the desired website or domain, providing a seamless and integrated chat experience for unauthenticated customers visiting that specific location. By utilizing the pre-chat survey and widget location options, you can achieve the desired functionality of auto detecting customers and embedding the chat widget in a specific domain within your Omnichannel for Customer Service implementation.
upvoted 2 times
Candy2002
2 years, 2 months ago
My bad. should be C, D. It is asking to detect a customer, not to bring into a customer.
upvoted 1 times
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Community vote distribution
A (35%)
C (25%)
B (20%)
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