The customer wants to use QnA and Sentiment Analysis with its Power Virtual Agent bot.
What are two solutions you can advise them to implement?
Click on the arrows to vote for the correct answer
A. B. C. D. E.Correct Answers: B and D
The goal of a fit-gap analysis is to identify what out-the-box functionality can be used for the project.
If you uncover some gaps in the out-the-box solutions to meet the project requirements, you can evaluate alternative solutions.
You can extend the bot's functionality by adding actions using Power Automate and new conversational topics using the Bot Framework Skills.
Power Automate flows provide to a bot relatively simple one-turn actions, like local weather or QnA integration.
The skills can add complex and multi-turn operations, like check email messages and read selective messages.
Currently, the Bot Framework provides out-of-the-box Calendar, Email, ToDo, and Point of interest skills.
You can use Bot Framework Composer to create a new skill.
Then, you add a new skill to your bot using the PVA portal Manage/Skills menu item.
The skills are the conversational bots that automated the series of actions.
You can connect the skill bots with other bots.
Power Automate provides a trigger and action for PVA bots.
If a bot needs to access the QnA knowledge base or use the Sentiment analysis, you can build an Instant flow that a bot's call would trigger.
Option A is incorrect because Dynamics 365 Customer Insights application provides an all-around customer profile by ingesting the data about the customer from a wide range of data sources.
You can integrate the PVA bot with Customer Insights.
Based on the analysis of the customer issues, the Customer Insights service can provide the support topics and automatically create them for Power Virtual Agents chatbot.
It does not extend the PVA bot.
Option C is incorrect because Power BI is a visual report and dashboard creation environment that reveals data insights and helps businesses to make data-driven decisions.
It does not extend the PVA bot.
Option E is incorrect because Dynamics 365 Customer Voice helps provide real-time customer surveys, collects and feeds the data into a customer record, and analyzes and acts on the data.
It does not extend the PVA bot.
For more information about extending Power Virtual Agents bots, please visit the below URLs:
Sure, I can provide you with a detailed explanation of the options presented in the answer choices:
A. Dynamics 365 Customer Insights: Dynamics 365 Customer Insights is a customer data platform (CDP) that helps organizations unify customer data from multiple sources to get a 360-degree view of their customers. It provides insights into customer behavior and preferences, which can be used to improve customer engagement and drive business growth. In the context of using QnA and Sentiment Analysis with Power Virtual Agent, Dynamics 365 Customer Insights can be used to collect and analyze data about customer interactions with the bot. The data can then be used to improve the bot's responses and to identify trends in customer sentiment.
B. Skills: Skills are pre-built, reusable components that can be added to Power Virtual Agents to extend their functionality. Microsoft provides several pre-built skills, including QnA and Sentiment Analysis, which can be added to a bot with just a few clicks. These skills can be customized to suit the specific needs of the customer's bot, allowing it to provide more accurate and personalized responses to users.
C. Power BI: Power BI is a business analytics service that provides interactive visualizations and business intelligence capabilities with an interface simple enough for end users to create their reports and dashboards. In the context of using QnA and Sentiment Analysis with Power Virtual Agent, Power BI can be used to create visualizations and reports that provide insights into customer interactions with the bot. This data can be used to improve the bot's responses and to identify trends in customer sentiment.
D. Power Automate flow: Power Automate is a cloud-based service that provides a platform for creating automated workflows. In the context of using QnA and Sentiment Analysis with Power Virtual Agent, Power Automate can be used to create workflows that trigger based on specific customer interactions with the bot. For example, a workflow could be created to send an email notification to the customer support team if a user expresses dissatisfaction with the bot's response.
E. Dynamics 365 Customer Voice: Dynamics 365 Customer Voice is a feedback management solution that helps organizations collect and analyze customer feedback. It provides tools for creating surveys and forms, as well as for analyzing and acting on the feedback received. In the context of using QnA and Sentiment Analysis with Power Virtual Agent, Dynamics 365 Customer Voice can be used to collect feedback from users about their interactions with the bot. This feedback can be used to improve the bot's responses and to identify areas for improvement.
In summary, the two solutions that can be advised to implement for using QnA and Sentiment Analysis with Power Virtual Agent are Skills and either Dynamics 365 Customer Insights or Power BI. Skills are pre-built components that can extend the bot's functionality, while Dynamics 365 Customer Insights and Power BI provide insights into customer interactions with the bot that can be used to improve its responses and identify trends in customer sentiment.