Which three features are available?

You are describing Power Virtual Agents to executives at a company.

The executives want to know which features are available out of the box.

You need to describe these features.

Which three features are available? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
A . Monitor bot conversations in real time.
B. Assign cases to specific users.
C. Escalate to a live person.
D. Use bots in post-chat surveys through routing rules.
E. Display a view of customer cases to users.

View Answer

Answer: A,C,E

Explanation:

A: Smart assist is an intelligent assistant that provides real-time recommendations to agents, helping them take actions while interacting with customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bots interpret conversations in real time and provide relevant recommendations such as knowledge articles, similar cases, and next-best steps to the agent’s user interface.

C: With Power Virtual Agents, you can hand off conversations to live agents seamlessly and contextually.

When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation.

Reference:

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist

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