Microsoft Dynamics 365 Customer Service — Question 13

A company uses Omnichannel for Customer Service.

The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a customer starts a chat session.

You need to set up the prerequisites for the Power Virtual Agents.

Which three technologies should you set up? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Answer options

• A. Work stream
• B. Queues
• C. Azure Application ID
• D. Chat widget
• E. Chatbot

Correct answer: C, D, E

Explanation

The correct answers are C, D, and E because the Azure Application ID is necessary for authentication, the Chat widget is essential for enabling chat functionality, and the Chatbot is required for automating responses. Options A and B, while useful in other contexts, are not prerequisites for setting up Power Virtual Agents within Omnichannel.