Microsoft Power Platform Solution Architect — Question 3

A company uses manual processes to track interactions with customers. The company wants to use Power Platform to improve productivity.
The company has the following requirements:
✑ Provide customers with an online portal where they can submit and review cases.
✑ Ensure that customers can chat online with a customer service representative at any time.
✑ Route chats to customer service representatives based on skill and availability.
You need to recommend a solution to the company.
Which three components should you recommend? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

Answer options

Correct answer: A, B, E

Explanation

The correct answers are A, B, and E. Dynamics 365 Virtual Agents chatbots provide automated responses for customer inquiries, the Customer self-service portal allows customers to submit and manage their cases, and Omnichannel for Customer Service enables chat routing based on availability and skills. Options C and D do not directly address the requirements for customer interaction and support outlined by the company.