PVA

Question 1

PVA

Answer 1

1) topics -
* a small individual conversation on a specific subject or
* represent paths a customer can be taken on while interacting with a bot
2) Trigger Phrases
* Phrases, keywords, or questions entered by users that relate to a specific issue
* Should be unique to the topic. Using same trigger phrase in multiple topics can result in items not displaying correctly.
* Punctuation can be used
* use short phrases rather than long sentences
3) Goto Authoring canvas
4) Test your bot
5) Track between topics
6) Publish on the side navigation pane
7) Share your bot - demo website
8) Analytics in Navigatin pane

Question 2

Analytics tab

Answer 2

1) Summary
2) Customer Satisfaction
3) Sessions - detailed session history and transcripts
4) Billing

Question 3

New Environment

Answer 3

1) Login to PPAC
2) Environment tab
3) Select +New
4) Specify unique name of the env
5) Select environment type - Production or Trial
6) Region
7) Create a database for this env to Yes
8) Select Next
9) Language and currency
10) Save

Question 4

Issues while creating a bot

- Insufficient permissions for the selected environment

Answer 4

“You do not have permissions to any environments. Please get access from an
administrator.”
You will need to create a new environment. Use that environment to create your bot.

Question 5

The environment doesn’t show up in the drop-down menu of Power Virtual Agents

Answer 5

1) The environment doesn’t have a database created. To resolve this issue, go to admin.powerplatform.com to
create a database in your environment.
2) The environment is created in an unsupported region.

Question 6

Share a bot

Answer 6

1) view, edit, configure, share and publish but cannot delete
2) Can only share with individual users
3) cannot share with security group or distribution group in your org
4) cant share with users or groups outside your org.
5) Users in env must have environment maker security role before bot can be shared with them.

Question 7

Share Flow in the bot

Answer 7

1) arent automatically shared with other users while sharing the bot.
2) Users who dont have access to the shared flow can still run the bot in the test bot canvas.
3) to let users edit and add flows - need to share them in power automate.Can open flow directly from the topic where flow is used.

Question 8

Security role

Answer 8

You can only assign security role while sharing a bot, if you are system admin. You cannot remove security role while doing that. Use PPAC for full security role management.

Question 9

Types of Security Role

Answer 9

1) Environment Maker - manager + power automate user

2) Bot transcript viewer

Question 10

Environment Variable in skills

Answer 10

1) AppID

2) manifestURL

Question 11

Destination solution

Answer 11

You must have atleast 1 bot already in the new environment where you are importing the solution . This ensures you have correct configuration in your environment when you import a bot.

Question 12

Localization

Answer 12

Localized handling and formatting are based on the user's browser locale setting, and include the following
elements within a chat conversation:
1) Date and time
2) Numbers
3) ZIP or postal code
4) Currency
5) Speed

Question 13

Can only see bots in the version of PVA where you created them-

Answer 13

If you create a bot with the Power Virtual Agents app in Microsoft Teams, you will not see the bot in the web
app of Power Virtual Agents at https://powerva.microsoft.com.

Question 14

delete bot

Answer 14

1) Select the bot
2) Settings from top menu bar
3) General settings
4) Delete bot

Question 15

Max number of topics in a bot

Answer 15

1000 topics

Question 16

When you create a bot, few topics that automatically get created

Answer 16

1) User Topic - lessons or Sample topics . 4 .
2) System topics.
can edit both these types but cannot delete.

Question 17

Insert node

Answer 17

After Trigger phrase node
1) Ask a question
2) Show a message
3) Call an action
After that node you can also
4) Go to another topic
5) End conversation - End with survey, transfer to agent

Question 18

Synonymn

Answer 18

define synonym for each option.

1) Menu icon on the top of the Question node
2) Select options for user
3) Select Synonym
4) Add the keywords individually
5) select done to return to authoring canvas

Question 19

Fallback topic

Answer 19

to customize where bot will go if it cant find an appropriate topic or doesn’t understand the user’s input.
eg catchall topic to capture unrecognized user intent
or route to existing services etc.
1) Settings pane
2) System Fallback section
3) Go to fallback topic
Note - This system fallback topic doesn’t have a trigger phrase.

Question 20

Reset system Fallback behavior

Answer 20

1) Settings
2) System Fallback section
3) Delete
This will remove the fallback topic and any changes you made to it.

Question 21

Topic Checker

Answer 21

• lets you know if there are errors in your topic.
• when you save a topic , it is run
• Topics Page will only show errors not warnings as that stop your bot from working.
• Can save Topics with errors but cannot publish it.

Question 22

Types of errors

Answer 22

1) Node - entire node is incorrect and highlighted red
2) Field - field might be missing required data and highlighted red.
3) Expression - might be invalid - highlighted red
4) Variable deletion - variable in topic was deleted but referenced later which is highlighted red. Variable reference must be either removed or replaced.

Question 23

Topic Status

Answer 23

• On/ off
• When off - will not trigger if triggering phrases are used in the bot conversation
• will also not be redirected to (when off) even if other topic has specified that it should be.
• when bot is published- all topics On or Off are published but Off topic will not trigger.
• Can change to on/off on Topics Page.
• default new topics with status as On

Question 24

Copy Topic

Answer 24

• on topics page

* copied topic has status off.

Question 25

Entities in PVA

Answer 25

• information unit representing a certain type of real-world subject like phone number, zip , city , color , person’s name.
  1) Prebuilt entity
  2) custom entity - domain specific knowledge

Question 26

Smart Match

Answer 26

• enables bot’s understanding of natural language.
• help match misspellings, grammar variations and words with similar meanings.
• can enhance bot’s understanding further by adding synonyms to your list items.

Question 27

Slot Filling

Answer 27

• saving an extracted entity to an object
• landing the extracted entity value to a variable
• variable watch window at the bottom of authoring canvas. {x}

Question 28

proactive slot filling

Answer 28

where the user can specify multiple pieces of
information that map to multiple entities
* Proactive slot filling can be manually controlled at the node level.
*if want to still ask the question even if slot has been filled by previous response from user, disable the skip question option for that question node.

Question 29

Types of variable

Answer 29

Can be set at variable properties pane.

1) Bot variable - can be used across the entire bot in multiple topics.
* apply during a single user session. They cannot be carried over from one customer chat session to another.
* they all begin with bot. for eg bot.UserAddress
* When you use a condition node, a flow action node, or a skill node, you will also see bot variables available there.
* you need to ensure that the variable is unique across all topics. If a conflict is encountered, you will need to rename the variable before saving your change.
2) topic level variable.

Question 30

Bot variable initialization

Answer 30

If the bot variable is triggered before it is initialized for eg appointment booking topic is triggered before welcome topic where the username has been initialized, then the bot will automatically trigger that part of the topic to get the question answered . Once the variable is slot filled then it will continue with the original for eg Appointment booking topic in this case.

Question 31

Topics from online support content

Answer 31

• Suggested topics are shown for further review. They are not automatically added to your bot.
  1) Topics on side navigation bar
  2) Go to Suggested tab
  3) Select Get Started or Suggest topics
  4) Enter link to each webpage or online file from which you want to extract content and then select Add.
• urls must be secure , start with https://
• must be publicly available, they cant need a user to log in
• for online files, do not support file upload. must provide the full url to the location of the file including the file extension eg https://www.microsoft.com/thisisafile.pdf
• support pdf, docx, pptx, txt files and 2- col formats in tsv, xlsx(first sheet only) and csv
  5) select start
  6) After extraction process is complete, topic suggestions appear on Suggested tab.
  7) Review them individually
  8) Each topic will end with a survey, so your customers can let you know whether they found it helpful.
  9) Add to topics and edit/ add to topics / delete suggestion
  10) Enable topics in your bot as their status is set to Off.

Question 32

Call an action

Answer 32

1) Power Automate should be in the same Dataverse environment as Chatbot
2) Power Automate should be in a solution . You can move the Power Automate to a solution , so that it can be seen in the Authoring canvas.
* uses special Power Virtual Agent Trigger and Action for Response
* if created from PVA, the power automate template created is saved in default solution.

Question 33

Types of inputs/outputs Power Automate can use when called from PVA

Answer 33

1) Number
2) Text
3) Yes/No
* Bot can receive upto 1MB of data from power automate in single action, no upper limit for data from bot to power automate.

Question 34

Trouble shoot

Answer 34

Save snapshot - . The bot's content and conversational diagnostics will be saved in a .zip archive file called DSAT.zip.
Contains two files
1) botContent.json and 
2) dialog.json.
Flag issue to Microsoft.

Question 35

Publish bot

Answer 35

• need to publish atleast once, before you can connect to additional channels for it to be used.
  1) Go to Publish in side navigation pane
  2) Select Publish
  3) It will check for errors.
  4) Share by selecting demo website (to gather feedback from stakeholders)

Question 36

A Session will end for following reason:

Answer 36

The user ends the chat session. When the bot doesn’t receive a new message for more than 30 minutes, the session is considered closed.

The session is longer than 60 minutes. The first message that occurs after 60 minutes starts a new session.

The session has more than 100 turns. A turn is defined as one exchange between a user and the bot. The one-hundred-and-first turn starts a new session.

Question 37

Summary tab

Answer 37

1) Total sessions
2) Engagement rate
3) Resolution rate
4) Escalation rate
5) Abandon rate
6) CSAT

Question 38

Security roles for PVA that can be managed at PPAC

Answer 38

1) Bot author,
2) Bot contributor
3) Bot transcript viewer.
You can assign the Environment maker security role when sharing a bot with a user who doesn’t have sufficient environment permissions to run Power Virtual Agents.

Question 39

Authentication

Answer 39

1) No Authentication
2) Only for Teams -The bot will only work on the Teams channel, meaning that the user will always be signed in. Therefore, the Require users to sign in option in the Access setting will be enabled and can’t be changed.
3) Manual (for any channel including Teams)
If your authentication setting is configured to Manual, and the service provider is either Microsoft Azure Active Directory (Azure AD) or Azure Active Directory V2, you can turn off the Require users to sign in option and change the access settings for the bot.

If your authentication provider is set as Generic OAuth 2, you can turn off the Require users to sign in option, but you can’t control which users can access the bot. That option is only available when you use Azure AD authentication.

Question 40

Advantages

Answer 40

1) Reduce assisted support inquiries
2) Seamless integrations with other systems
3) Task automation: Follow-up functions and actions such as scheduling meetings, assigning cases, sending follow-up emails, surveys etc
4) Reduce costs: Automate common inquiries which will free up agents to focus on more complex issues.
5) Improve customer satisfaction: Customers have access to a 24/7 self-help solution to help resolve their issues through rich personalized bot conversations

Question 41

System Fallback

Answer 41

Default behavior
If the bot can’t determine the user’s intent, it will prompt for a topic again. After two reprompts, the bot will escalate to a live agent. To customize this behavior, add the fallback topic. The bot will no longer automatically reprompt for information.

Question 42

PVA primary elements

Answer 42

1) Trigger phrases - Phrases, keywords, or questions entered by users that relate to a specific issue
2) Conversation node -Define how a bot should respond and what it should do

Question 43

Transfer to agent

Answer 43

Each bot can only be configured to send conversations to one Omnichannel for Customer Service instance.
Each bot that will interact with the same OCS environment will need to use a different Application ID. You may need to create multiple application registrations to support multiple bots.
Power Virtual Agents uses a Microsoft Teams channel to communicate with Omnichannel for Customer Service. As you walk through the setup wizard, if there is not a Teams channel enabled, a Teams channel will be enabled automatically.
Currently, it is not possible to remove the connection setting once setup. If you erroneously connected to the wrong instance or environment, a new bot will need to be created and then connected to Omnichannel for Customer Service again

Question 44

Difference between Smart Matching and Synonymn

Answer 44

smart matching is automatic whereas with synonyms you manually expand the matching logic by defining synonyms.

Question 45

Variable Property Pane

Answer 45

There are 2 primary items

1) Go to the source: Goes to the node the variable was initially created.
2) Used by: Displays all topics where the variable is used, so you can go straight to that topic and node.