Learn how to automate customer support topics using Power Virtual Agents and last interaction data mapping. Detailed explanation for the Microsoft MB-230 certification exam.
Table of Contents
Question
A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated.
You need to ensure that the manager’s requirements are met.
What should you configure?
A. Case age for data mapping and automation of topic by using Power Virtual Agents.
B. Last interaction for data mapping and automation of topic by using a bot.
C. Last interaction for data mapping and automation of topic by using Power Virtual Agents.
D. Case title for data mapping and automation of topic by using a bot.
Answer
C. Last interaction for data mapping and automation of topic by using Power Virtual Agents.
Explanation
To meet the customer service manager’s requirements of understanding how agents describe reasons for customer support calls and automating topics, you should configure:
- Last interaction for data mapping: This feature in Dynamics 365 Customer Service maps the free-form text entered by agents in the “Description” field of the last interaction (such as a phone call, email, or chat) with a customer. By analyzing this text data, the system can identify common topics and reasons for customer support inquiries.
- Automation of topic using Power Virtual Agents: Power Virtual Agents is a tool that enables you to create intelligent chatbots to handle customer inquiries without needing to write code. By integrating the identified topics from the last interaction data mapping, you can automate the handling of common customer support issues using a Power Virtual Agents chatbot.
The other options are incorrect because:
- Option A mentions case age, which is not relevant to the manager’s requirements.
- Option B suggests using a generic bot, but Power Virtual Agents is the specific tool needed for topic automation in this scenario.
- Option D proposes using the case title for data mapping, but the last interaction description is more likely to contain the reasons for customer calls that the manager wants to understand.
By configuring last interaction data mapping and automating topics with Power Virtual Agents, the customer service manager can gain insights into why customers call for support and automate the handling of common topics, thereby improving efficiency and customer satisfaction.
Microsoft MB-230 certification exam practice question and answer (Q&A) dump with detail explanation and reference available free, helpful to pass the Microsoft MB-230 exam and earn Microsoft MB-230 certification.