Exam MB-230 topic 7 question 1 discussion

Actual exam question from Microsoft's MB-230

Question #: 1
Topic #: 7

HOTSPOT
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You are creating a virtual agent to handle common customer inquiries.

The virtual agent must provide the ability to route customers to live agents for escalation.

You need to recommend a solution.

Which components should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Suggested Answer:

by wwhung at June 10, 2023, 9:16 a.m.

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Nyanne

2 months, 4 weeks ago

1. Superviser dashboard https://learn.microsoft.com/en-us/dynamics365/customer-service/use/monitor-conversations 2. Route to human agent - implicit trigger. As per documentation, can be done with either implicit or explicit trigger. https://learn.microsoft.com/en-us/microsoft-copilot-studio/advanced-hand-off#trigger-handoff-to-a-live-agent

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Robby1234

8 months, 3 weeks ago

For the second I would choose Fallback topic as this will handle scenarios when a virtual agent cannot provide a satisfactory response. The fallback topic can be configured to transfer the conversation to a queue for live agents, ensuring the customer is routed to the first available human agent.

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mattiaeject

1 year, 3 months ago

The first should be Supervisor dashboard. Agent aren't able to see real time conversation, like a conversation monitor.

upvoted 4 times

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wwhung

1 year, 6 months ago

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

upvoted 3 times

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