Microsoft MB-230: Which actions should perform to handoff context variables Power Virtual Agents to human agent for Customer Service

Table of Contents

Question
Answer
Explanation
Reference

Question

You are integrating Power Virtual Agents with Omnichannel for Customer Service. You create context variables. You need to complete the handoff process to a human agent. Which three actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. In Power Virtual Agents, enter the Power Virtual Agents Application ID.
B. In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.
C. In the Omnichannel Administration app, add a user as a virtual agent.
D. In Power Virtual Agents, disable the Teams channel.
E. In Power Virtual Agents, select Transfer to agent.

Answer

A. In Power Virtual Agents, enter the Power Virtual Agents Application ID.
B. In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.
E. In Power Virtual Agents, select Transfer to agent.

Explanation

The correct answer is A, B, and E. Let me explain why.

To complete the handoff process to a human agent, you need to perform the following actions:

In Power Virtual Agents, select Transfer to agent. This is the first action, as it allows you to configure the settings and conditions for transferring the conversation from the bot to a live agent. You can specify the escalation message, the queue name, the context variables, and the transfer criteria.
In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node. This is the second action, as it allows you to trigger the handoff process at the end of a topic. You can drag and drop the Transfer to Agent node from the Authoring canvas and connect it to the End the conversation node. You can also customize the message that is displayed to the user before the transfer.
In Power Virtual Agents, enter the Power Virtual Agents Application ID. This is the third action, as it allows you to link your bot with Omnichannel for Customer Service. You can find the Power Virtual Agents Application ID in the Omnichannel Administration app under Channels > Chat >Power Virtual Agents. You need to enter this ID in Power Virtual Agents under Manage > Agent transfers > Omnichannel > Application ID.

The other two options are incorrect for the following reasons:

In the Omnichannel Administration app, add a user as a virtual agent. This is not a valid action, as adding a user as a virtual agent does not affect the handoff process. A virtual agent is a user who can handle chats that are initiated by bots or other channels in Omnichannel for Customer Service. However, this role is not required for transferring a conversation from a bot to a live agent.
In Power Virtual Agents, disable the Teams channel. This is not a valid action, as disabling the Teams channel does not affect the handoff process. The Teams channel is one of the channels that you can use to publish and test your bot in Microsoft Teams. However, this channel is not related to Omnichannel for Customer Service or the handoff process.

Reference

Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam practice question and answer (Q&A) dump with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.