Examiner's Procedural Help Solution

Correct Answers: B and E

You need to design integration between Power Virtual Agents and Dynamics 365 Omnichannel for Customer Service.

Power Virtual Agents provides several benefits: Improve customer satisfaction by providing 24 by 7 bot support for customer inquiries.

Empower teams to create chatbots by themselves with no coding.

Reduce costs by automating the answers to customers' questions and freeing personnel time for more important support cases.

As a Solution Architect, you can recommend LiveSafe to implement the Power Virtual Agents bot and to develop topics with procedural information for the examiners.

Examiners can trigger the bot by posting a question in the mobile app.

If LiveSafe implements Dynamics 365 for Customer Service, it can integrate the bot with Dynamics 365 Omnichannel for Customer Service.

If the bot does not know the answer, it will transfer the examiner's inquiry to the legal support person using Dynamics 365 Omnichannel for Customer Service.

You need to publish the bot and register it as a web application with Azure AD.

And then use the bot's Escalate system topic or the "Transfer to agent" option for the "End of conversation" node to hand off the bot's conversation to a live agent using the Dynamics 365 Omnichannel for Customer Service.

And finally, you need to connect the PVA app registration ID (that you created with Azure AD) with the Dynamics 365 Omnichannel Customer Service.

All other options are incorrect.

For more information about design solutions with Power Virtual Agents bots and Dynamics 365 Omnichannel for Customer Service, please visit the below URLs:

The examiner's procedural help solution aims to provide assistance to examiners who are tasked with evaluating tests or exams. To design such a solution, it is important to consider the tools and features that can streamline the examiner's workflow and improve their productivity.

Of the given options, two items that would be beneficial to include in the design of the examiner's procedural help solution are:

A. Automated flow: An automated flow, also known as a Power Automate flow, can help automate repetitive tasks and streamline the examiner's workflow. For example, a flow can be created to automatically notify examiners of new tests that need to be evaluated, or to assign exams to specific examiners based on their availability and workload. Additionally, a flow can be created to automatically generate reports or send reminders to examiners who have incomplete evaluations.

E. Power Virtual Agents: A Power Virtual Agent is an AI-powered chatbot that can provide automated assistance to examiners. A virtual agent can be designed to answer frequently asked questions, provide guidance on evaluation criteria, or even assist with the evaluation process itself. For example, a virtual agent can be programmed to assist examiners with identifying patterns or common mistakes in exam responses, or to provide suggestions on how to improve their evaluations.

While the other options (B, C, and D) may also be useful in certain contexts, they are not as directly applicable to the design of the examiner's procedural help solution as options A and E. Omnichannel for Customer Service and Omnichannel for Field Service are primarily designed for customer service and field service scenarios, respectively, and may not provide as much value to examiners. Business process flow, on the other hand, is a useful tool for visualizing and managing complex business processes, but may not be as directly applicable to the examiner's workflow as an automated flow or a virtual agent.