Automated Q&A Solution for Customer Inquiries

Correct Answers: B, C, E and G

As a Solution Architect, you need to design integration between Power Virtual Agents, Power Automate, QnA Maker, 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.

You can select the most popular conversation topics for the automatic bot.

From the rest of the existing website Q&A, you can create a robust QnA Maker knowledge base and extend the bot's functionality by adding actions using the Power Automate instant flow and QnA Maker integration template.

When the bot cannot answer customers' questions using the most popular conversation topics, the Power Virtual Agents provides a fallback topic.

It is an add-on that you can enable on the Settings/System fallback screen.

After enabling this topic for the bot, as a system topic, you can modify it and call actions from external sources, like Power Automate or Bot Framework, or redirect to another topic.

Using the fallback topic, you add an action call to the Power Automate instant flow with QnA Maker.

You can have a more robust handling of the escalation.

Suppose a company has a Dynamics 365 Customer Service license.

In that case, you can use 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.

First, you need to publish your bot and register it within Azure AD.

Then, you need to configure the bot's Settings for the "Transfer to agent" (Number 1) and select the Dynamics 365 Omnichannel for Customer Service (Number 2).

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, please visit the below URLs:

The company wants to reduce customer service calls by automating the process of providing information to customers, making Q&A information accessible if needed, and escalating customer inquiries to Dynamics 365 CRM system. To achieve this, the following four items should be added to the design:

A. Automated flow: An automated flow can be created to send automated responses to customers' inquiries. This could be done through email, SMS, or chat. The flow can be triggered when a customer contacts the company, and it can provide the customer with the relevant Q&A information. This will reduce the number of customer service calls and save time for both the customer and the customer service team.

C. QnA Maker: QnA Maker is a Microsoft Azure Cognitive Service that can be used to create a knowledge base from existing content such as FAQs, product manuals, and support documents. With QnA Maker, the company can create a knowledge base that customers can access 24/7 to find answers to their questions. Customers can search the knowledge base using natural language queries, and the system will return relevant answers from the knowledge base.

B. Omnichannel for Customer Service: Omnichannel for Customer Service is a Microsoft Dynamics 365 module that enables customers to interact with the company across different channels, such as email, chat, phone, social media, and SMS. With Omnichannel for Customer Service, customers can reach out to the company through their preferred channel and get their questions answered quickly. Omnichannel for Customer Service also includes features such as automatic routing of inquiries to the appropriate agent or team, as well as the ability to transfer inquiries to Dynamics 365 CRM.

G. Power Virtual Agents: Power Virtual Agents is a chatbot platform that enables companies to create and deploy chatbots that can answer customers' inquiries. With Power Virtual Agents, the company can create a chatbot that can provide customers with relevant Q&A information, answer common questions, and escalate more complex inquiries to a human agent. Power Virtual Agents can be integrated with Omnichannel for Customer Service and Dynamics 365 CRM, allowing for a seamless customer experience across channels.

D, E, and F are not relevant to the requirements stated in the question. Business process flow and instant flow are tools used to automate business processes, while Omnichannel for Field Service is a module used for managing field service operations. These tools do not address the requirements of reducing customer service calls by providing information to customers automatically, access to Q&A information if needed, and escalating customer inquiries to Dynamics 365 CRM system.