You are customizing an Omnichannel for Customer Service implementation.
You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However, customer conversations are not escalating to human agents.
You need to complete the configuration to resolve the issue.
Which two features should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Smart Assist

B. session template for the bot

C. context variable

D. bot in an Omnichannel Queue








 

Suggested Answer: CD



This question is in MB-230 Microsoft Dynamics 365 Customer Service Exam
For getting Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certificate





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