HOTSPOT -
You need to design the FAQ solution to handle unknown responses.
Which component should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Exam PL-200 All QuestionsBrowse all questions from this exam
Question 256
Correct Answer:
Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
Discussion
yoplait
1. Fallback topic 2. Omnichannel
sk8erdie2
For Q1, I believe Escalate is correct because the case study requirement is "If guests ask about topics that are not listed in the FAQ, the chat solution must identify the issue and escalate to a staff member."
BrettusMaximus
The requirements say "the chat solution must identify the issue" before escalate. This can only be done with fallback.
HARRISONP04
a falback topic will not identify the issue it will just present the user with a default page
Fyrus
For the first one: "When you open this topic in the authoring canvas, you'll see that the default fallback topic contains two nodes: a Message node that rephrases the user input and an Escalate node that redirects to a live agent." It should be "Fallback topic" and, inside it, the right thing to do is probably to escalate... c'mon Microsoft, what a s*** question...
gbsmacker1
Surely Omnichannel isn't the answer, it does'nt meet the business requirement! To use Omnichannel they'd need Dynamics 365 Customer Service PLUS extra licenses for Omnichannel for Customer Service, with live agents waiting on that system to take the live ticket. There's no way that meets the business requirement - more likely they'd just use an escalation path to send a message via Teams to have someone answer, or give the person an email/phone number/website to contact.
Nyanne
I agree! The case study already establishes that they are using Teams, so that makes more sense.
MrEz
You must implement the following solutions: … a customer service solution still in two minds... having teams open and omnichannel aside it makes Ux not better.
LePecador
1. Fallback topic : "When you open this topic in the authoring canvas, you'll see that the default fallback topic contains two nodes: a Message node that rephrases the user input and an Escalate node that redirects to a live agent." 2. Microsoft Teams: "Communication between team members must be centrally managed and unified in Microsoft Teams" so there's really no need to use Omnichannel because "An additional license is required to access Omnichannel for Customer Service" "(...) does not employ technical staff and does not have the budget to... any solution must use the capabilities of current team members. All solutions must be simple to use, easy to maintain and represent the brand of the resort" But still, correct me if I'm wrong
SD6812
The answer for the first component should be Fallback topic. https://docs.microsoft.com/en-us/power-virtual-agents/authoring-system-fallback-topic
charles879987
1. Fallback topic. Escalate is handing off to live agent. In some instances, the bot may be unable to determine the intent of a customer's conversation. For example, the customer may be asking a specific question for which there's no topic, or no matching option within a topic. 2. Ominichannel
jkaur
Fallback topic Omnichannel
NikNak2704
On exam Jan 27, 2022. Passed, choosed Fallback topic and Omnichannel.
DavyDR
I believe for Q1, the important word is conversations. Escalate > "During a conversation, a Power Virtual Agents bot triggers the appropriate topic based on the user's input. If the bot can't determine the user's intent, it prompts the user again. After two prompts, the bot escalates to a live agent through the system Escalate topic." https://docs.microsoft.com/en-us/power-virtual-agents/authoring-system-fallback-topic Fallback is more when you are not in any conversation or topic > "In some scenarios, you might want to customize how the bot behaves when user input doesn't trigger any topic. For example, you can build a catchall topic to capture unrecognized user intent, or use a topic to call back-end systems or route to existing services."
MrEz
You must implement the following solutions: … a customer service solution thats a long list of solution for a family owned apline ski house with 2 staff members able to make excel formulas. 1) fallback topic 2) first thought: Microsoft Teams, because of: Communication between team members must be centrally managed and unified in Microsoft Teams. so they primarily look into teams and not any dozen separate browser tabs) but it also states ' you must implement' ...'a customer service solution' :-(. I go for the must-have C) Omni channel for Dynamics 365 Customer Service
MrEz
A fallback topic triggers On Unknown Intent to capture the unrecognized input. After two prompts, the copilot escalates to a live agent through a system topic called Escalate. In some instances, the bot may be unable to determine the intent of a customer's conversation. For example, the customer may be asking a specific question for which there's no topic, or no matching option within a topic.
Ikhalil
1. Fallback topic 2. Omnichannel for dynamics 365 customer service
Ranarkia
On exam 1 Feb, 2022. Chosed: Fallback topic Omnichannel
HAZZTA
Power Virtual Agents are not on PL-200 in July 2024 but the correct answer for this i believe is Fallback topic and Omni-channel. Fallback topic: The best way to handle an unknown question in Power Virtual Agents is to use the fallback topic (Option B). When a user asks a question that the bot doesn’t recognize or have a specific response for, the fallback topic provides a default action or response. Omnichannel: Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat, voice, and SMS. Why Omnichannel? Because we are not trying to fit into the client's existing setup, we are designing a new solution. Omnic-channel for customer service would handle live chat with customers, not Teams.
AdyK
Took the exam in August 2022. This question was on it.
Jimmyplus05
1. Escalate 2. Omnichannel Are the right answers
mohsens
Jimmy You are wrong it is Fall back for 1
PrincipalJoe
on exam 11/24/21