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.






 

Suggested Answer: A

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

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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