Exam PL-600 All Questions

View all questions & answers for the PL-600 exam

Exam PL-600 topic 1 question 56 discussion

Actual exam question from Microsoft's PL-600

Question #: 56
Topic #: 1

DRAG DROP
-

A company has a call center that manages customer-related issues.

The company has the following customer experience improvement requirements:

• Simulate a human conversation with a customer by providing a chat interface.
• Ensure the initial conversation is passed to a live agent upon escalation.

You need to recommend a solution for each requirement.

Which solutions should you recommend? To answer, drag the appropriate solutions to the correct requirements. Each solution may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Show Suggested Answer

Suggested Answer:

by Attendee1 at Nov. 5, 2023, 4:10 p.m.

Comments

Submit Cancel

Attendee1

Highly Voted 1 year, 9 months ago

1st one should be PVA and 2nd one should be Omnichannel for customer service

upvoted 30 times

...

Dyno365

Highly Voted 1 year, 9 months ago

This question is painfully stupid in the ways its written. As if someone wanted to create maximum ambiguity and confusion An automated chat interface is surely PVA Provide an automated Chat interface - PVA The live agent escalation is in omnichannel for customer service but its PVA that passes it across, so what the heck do you pick Pass conversation to live agent upon escalation - Omni channel for customer service

upvoted 8 times

IRONR2D2

1 year, 5 months ago

Agree with you, the first should be PVA, and the second.... well the second I chose Omnichannel

upvoted 1 times

...

CHLOCH

Most Recent 2 weeks, 5 days ago

1 Omi channel.To provide a interface, it cinvolves, Channel configuration, Route Rule Chat Widget, add PVA...etc 2. PVA, escalations is done via Topics configuration be defines rules or scenarios,

upvoted 1 times

...

Hamed64

2 months, 1 week ago

Provide an automated chat interface Power Virtual Agents Power Virtual Agents enables you to build AI-powered chatbots that simulate human conversations. It’s ideal for handling common customer queries and automating initial interactions. Pass conversation to a live agent upon escalation Omnichannel for Customer Service Omnichannel for Customer Service integrates with Power Virtual Agents and allows seamless escalation to a live agent. It supports chat, voice, and other channels, ensuring a smooth handoff from bot to human.

upvoted 1 times

...

Mail20

4 months, 2 weeks ago

Power Virtual Agents creates AI-driven chatbots to simulate human conversations. Omnichannel for Customer Service handles seamless escalation to live agents while retaining conversation context.

upvoted 1 times

...

loftuscheek

5 months, 1 week ago

1) PVA 2) Omni

upvoted 1 times

...

uberlord

10 months, 1 week ago

1st one is PVA : automated chat interface 2nd one is omnichannel: states upon escalation, PVA can escalate, but onces its escalated its omnichannel that would pick it up

upvoted 1 times

...

LSgeek

1 year ago

1 Power Virtual Agents 2 Omnicannel for Customers

upvoted 3 times

...

Schinna

1 year, 1 month ago

Both are PVA

upvoted 1 times

...

nqthien041292

1 year, 3 months ago

1 Power Virtual Agents 2 Omnicannel for Customers

upvoted 1 times

...

PL_TAROU

1 year, 7 months ago

Isn’t PVA also a correct answer for the second requirement?

upvoted 1 times

MrEz

1 year, 5 months ago

maybe 'upon escalation' = AFTER (?!) escalation already happened. and the esaclation is routing through to the humanoid. then the humanoid takes action in Omnichannel?

upvoted 1 times

...