Question
You need to design the FAQ solution to handle unknown responses.
Which component should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Explanation
Handle an unknown question from a guest in a conversation: Escalate. In Power Virtual Agents, the Escalate system topic takes over when the bot can't resolve what the guest asked, so the guest has a path from the bot to a human agent instead of reaching a dead end. A Failure path isn't a Power Virtual Agents component for this purpose, because error branches handle action or flow failures, not unanswered questions. The Fallback topic only asks the guest to rephrase within the bot. It doesn't hand the unknown question off, which this design requires.
Redirect a guest with an unknown question to a live staff member: Omnichannel for Dynamics 365 Customer Service. Omnichannel for Customer Service receives the escalated conversation and routes it through queues and work streams to an available live agent. It passes along the bot transcript and context so the staff member can continue the conversation. Power Apps has no live-chat routing capability. Microsoft Teams and the Power Virtual Agents web application are only channels where the guest sees the chat, not the engine that assigns the conversation to a human agent.
