PL-200 Exam - Question 256

Question

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:.

Examice · Accepted Answer

Reference:https://docs. microsoft. com/en-us/power-virtual-agents/advanced-hand-off.

yoplait · Answer

1. Fallback topic 
2. Omnichannel

sk8erdie2 · Answer

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."

gbsmacker1 · Answer

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.

Fyrus · Answer

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...

LePecador · Answer

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 · Answer

The answer for the first component should be Fallback topic.
https://docs.microsoft.com/en-us/power-virtual-agents/authoring-system-fallback-topic

DavyDR · Answer

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."

NikNak2704 · Answer

On exam Jan 27, 2022. Passed, choosed  Fallback topic and Omnichannel.

jkaur · Answer

Fallback topic
Omnichannel

charles879987 · Answer

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

Ranarkia · Answer

On exam 1 Feb, 2022.
Chosed:
Fallback topic
Omnichannel

Ikhalil · Answer

1. Fallback topic
2. Omnichannel for dynamics 365 customer service

MrEz · Answer

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

PrincipalJoe · Answer

on exam 11/24/21

Jimmyplus05 · Answer

1. Escalate
2. Omnichannel
Are the right answers

AdyK · Answer

Took the exam in August 2022. This question was on it.

HAZZTA · Answer

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.

PL-200 Exam - Question 256

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