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Answer the following questions to see what you learned.

1.

Which conversation node would you add to a bot to help initiate a transfer to a live agent?

Call an action.

End the conversation.

Ask a question.

Go to topic.

2.

What do you need to set up in Omnichannel for Customer Service to ensure that conversations are sent to a bot user before being routed to live agents?

Conversations are automatically sent to the bot user with no extra configuration.

Mark the bot user as the default location to send conversations.

Add the bot user to any queue that it should handle conversations for.

Select the Microsoft Copilot Studio bots that should be directed to the bot user.

You must answer all questions before checking your work.

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