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Exam MB-230 topic 4 question 4 discussion

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

You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?

  • A. Configure context variables for a chatbot.
  • B. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
  • C. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
  • D. Configure a Microsoft Teams support channel for the chatbot.
  • E. Configure an SMS channel for a chatbot.
Show Suggested Answer Hide Answer
Suggested Answer: A 🗳️
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
by Edi41 at Aug. 10, 2021, 6:49 a.m.

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Edi41
Highly Voted 2 years, 6 months ago
I think this is right, answer A.
upvoted 6 times
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HaCha
Most Recent 11 months, 1 week ago
B. Create one chatbot in one queue with a human having a higher capacity over the chatbot. Before implementing a chatbot that escalates to a manager, you need to ensure that there is a human agent available to handle the escalation. Option B suggests creating one chatbot in one queue with a human having a higher capacity over the chatbot, which means that the human will be given priority over the chatbot when it comes to handling conversations. This will ensure that there is always a human agent available to handle escalations from the chatbot.
upvoted 1 times
Nyanne
4 months, 3 weeks ago
This is wrong. Documentation clearly says bot must have higher capacity than humans.
upvoted 1 times
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WASSIM2020
11 months, 1 week ago
Selected Answer: A
Answer A
upvoted 1 times
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medbl
1 year, 2 months ago
on Exam Dec 2022
upvoted 1 times
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DemiY
1 year, 6 months ago
The bot routes conversations by using the Omnichannel for Customer Service context variables that are associated with the conversation. The bot can send a list of context variables and associated values to Omnichannel for Customer Service, together with the escalation request. Answer A
upvoted 3 times
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maximn1384
2 years, 1 month ago
context variables are nice, but they are not must, usually a bot has a highest capacity, I could go with C
upvoted 1 times
maximn1384
2 years, 1 month ago
my bad - the answer is correct - from the docs: "You must use the context variables that were created during setup for the bot to handle the customer queries appropriately. The context variable is used in routing the incoming customer queries to the appropriate bots and agents. More information: Contextual variables available upon hand-off"
upvoted 8 times
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lilavi
2 years, 2 months ago
on exam 27.11.2021
upvoted 3 times
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Community vote distribution
A (35%)
C (25%)
B (20%)
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