Explanation
Graphical user interface, text, application, email Description automatically generated

Box 1: Entities
Out of the box, Power Virtual Agents comes with a set of prebuilt entities, which represent the most commonly used stereotype information in real-world dialogs, such as age, colors, numbers, and names.
With the knowledge granted by entities, a bot can smartly recognize the relevant information from a user input and save it for later use.
Box 2: Topics
In Power Virtual Agents, a topic defines a how a bot conversation plays out.
You can author topics by customizing provided templates, create new topics from scratch, or get suggestions from existing help sites.
A topic has trigger phrases - these are phrases, keywords, or questions that a user is likely to type that is related to a specific issue - and conversation nodes - these are what you use to define how a bot should respond and what it should do.
Box 3: Variables
Variables let you save responses from your customers in a conversation with your bot so that you can reuse them later in the conversation.
For example, you can save a customer's name in a variable called UserName. The bot can then address the customer by name as the conversation continues.
You can use variables to create logical expressions that dynamically route the customer down different conversation paths.
Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-entities-slot-filling
https://docs.microsoft.com/en-us/power-virtual-agents/authoring-create-edit-topics
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-flow
https://docs.microsoft.com/en-us/power-virtual-agents/authoring-variables

Explanation/Reference:
Create apps by using Power Apps
Testlet 2
Case Study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Current environment. General
Bookings at the resort have decreased. The company has decided to focus on creating a tailored, first- class experience for guests. The company also plans to target corporate meetings and events.
The company recently purchased a chatbot named FAQbot from AppSource. The chatbot uses the resort's existing FAQs.
Current environment. Communication
* Communication between staff members is primarily conducted through email and SMS text messages.
* Conversations between staff members and guests are often lost.
* Conference calls are used for all group meetings.
Current environment. Event registration
* Corporate customers can reserve a meeting room at the resort to host meetings. The meetings will include lunch and choice of either an inside-spa experience or a seasonally appropriate outdoor activity.
* Event registration is conducted three weeks prior to start of the event. It is assumed that all event attendees will attend the meeting.
Current environment. Check-in progress
* Guests wait in lines to check in and obtain name badges. At this time, guests can specify any dietary restrictions and select their activity preference. This can result in long wait times and crowding at the front desk.
* For health and compliance reasons, guests must answer a series of questions with a yes or no answer during check-in. The front desk will ask and record these answers for the resort's records.
Current environment. Marketing
At the check-in counter, the guests can drop their business cards into a bowl for a chance to win an all- inclusive weekend stay at the resort. The resort uses the business card information to send announcements about promotions and upcoming events.
Current environment. Resort policies and event inquiries
* A guest can call or send an email to the event coordinator at the resort to get information about hotel policies, snow conditions, or to pre-select their after-meeting event.
* Guests can also go to the website to view the extensive list of frequently asked questions (FAQ) compiled over the years. Many of the answers to the FAQ's are out of date.
Requirements. General
Alpine Ski House does not employ technical staff and does not have the budget to hire an external firm to develop solutions. There are two team members who are proficient at Microsoft Excel formulas. Any solution created must use the capabilities of current team members.
All solutions must be simple to use, easy to maintain, and represent the brand of the resort.
You must implement the following solutions:
* a centrally managed communication solution
* a customer service solution
* a resort portal
* a chat solution
* a check-in solution
Requirements. Communication
* Communication between team members must be centrally managed and unified in Microsoft Teams.
* When the company confirms an event, they must provide a list of guest's names and email addresses.
* You must send guests a welcome email that includes a unique registration number for authentication with the resort's portal.
* Guests must receive a separate email to verify proof of ownership for their registration.
Requirements. Event attendance
* Guests must create an account and sign into a resort portal to confirm their attendance to an event and pre-select an after-meeting event.
* Prior to the event, guests must be able to identify any personal dietary restrictions.
Requirements. Check-in processes
* Check-in processes must be self-service. Each screen must ask for specific data from the guest. The check-in solution will use some data that is stored in Microsoft Excel.
* The check-in solution must continue to function if there are internet issues. If the self-service kiosks are not available, staff must be able to use the check-in solution from within their communication solution.
* The check-in solution must have a screen where the guest will select either yes or no to health and wellness questions. Guests must physically interact with each answer before proceeding to the next screen.
* Guests must be able to confirm any dietary restrictions they may have entered from the portal or add new ones at this time.
* Data must be entered in each screen before users move on to the next screen.
Requirements. Marketing
* To eliminate the handling of business cards, the check-in solution must be able to translate the contents of the business cards into Alpine Ski House's marketing system.
* The solution must not require any effort or manual entry from the guest to prevent any mistyped information and to make it more appealing to the guest to participate.
Requirements. Hotel policies and event inquiries
The portal must allow the guests to ask questions about hotel policies, event information, weather reports, and current weather conditions at the resort.
Requirements. Chat solution
The chat solution must specifically address the following key words. No additional key words will be added until a later implementation phase:
* Snow reports
* Weather conditions
* Start time
* End time
* Event date
* Outdoor activities
* Indoor activities
* Most popular
The chat solution must be available always and not require staff to answer all of the questions. If a question does require a staff member's attention, the solution must determine which staff member is best to assist the customer with the question.
The information in the FAQ on the legacy website must be used in the chat solution but retyping all the data from the website should not be required. If guests ask about topics that are not listed in the FAQ the chat solution must identify the issue and escalate to a staff member.
Team members must be able to ask their own questions through a centrally managed communication solution instead of using the guest portal. Team members must be able to access the same FAQ across multiple solutions.
Issue
Guest1 inquires about snow conditions several times during each day of their stay.

Explanation

Topic 2, ADatum Corp.
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the button to return to the question.
Background
ADatum Corporation provides verification and investigation services that are used by insurance companies, law firms, and other organizations in the public sector. Services include verifying an individual's background, qualifications, and specific scenarios that require onsite visit.
The thorough work ADatum Corporation performs results in highly accurate cases with minimal critical information missing. Because of these high-quality results, ADatum Corporation is quickly proving itself as one of the best in the industry. In recent months, business has significantly increased, with most new business coming from high-profile companies and individuals.
Management has decided to create a new qualification verification (QV) role to help ensure that clients get the most accurate results. This role examines completed work to ensure that nothing is missed.
Current environment
Data storage and retention
* All information sent by clients for services is stored in Microsoft Dataverse with a model-driven app as the interface.
* Clients enter their data in a website, which then uses a service account to create the records in the Dataverse database.
* Team members currently have full access to all Service Request records.
Service requests
* The Service Request table includes header information about the individual or organization that is the subject of verification.
* New Service Request records are assigned to a queue. All potential users who will be performing the verifications have access to these records.
* A service request is assigned to a single user who will ensure that all qualifications are verified. This single user is the only one able to process Qualification records related to their own service requests.
* Many required tasks when performing verification services are currently done by using manual processes.
* To keep up with demand, ADatum Corporation identifies several processes that can be replaced by using Power Automate flows to hire fewer new staff and keep costs down.
Qualification verification
* The qualification table contains details about an individual school degree, professional qualifications, and other qualifications that must be verified.
* A service request can have one or more Qualification records associated with it.
* Record status is pending verification until the initial team member finishes, at which point the member changes the status to Complete.
* When all qualification records related to a service request are verified either by manual or automated processes, the results are made available to ADatum Corporation's client.
* In the rare event that results are questioned, a new service request is created and verified independently of the previous work that took place.
* To complete a service request, users perform the following actions:
* Send a templated email by using Microsoft Outlook to the client after all qualifications for a service request are checked.
* Change the service request status to Completed. Currently, service requests do not indicate when all Qualification records are addressed.
Microsoft Power platform environment
* The following environments exist: development, testing, user acceptance testing (UAT), and production.
* Managed solutions are used to move customizations from the development environment to other higher-level environments. These solutions are created and maintained by the power users and provided to internal IT for deployment when they are ready.
* Two managed solutions, Verification Process Automation and Onsite Visit, share several components.
* All customizations to Power Platform components are performed by several power users who have received training and are certified as subject matter experts.
* Power users have been granted the System Administrator security role in the development environment.
* Corporate policy prohibits power users from writing code due to lack of a formal code review process.
* Internal IT will not be able to supply any development resources for this project due to a lack of staff.
This means that any customizations and automation created for this project must be low-code/no-code for the power users to implement them.
* Customizations created by power users are deployed by internal IT.
Requirements
Process automation
ADatum Corporation plans to establish a new QV department to verify completed work so that the quality of work is maintained. The new process for verifying professional qualifications must automate the following:
* Enter data and navigate the authority's website. The authority website UI changes frequently because the company constantly improves the user experience.
* Search page contents for a specified value to determine validity.
* Update the corresponding Qualification record in Dataverse.
The new process for completing a service request must automate the following:
* Set the Service Request record status to Complete when work on all Qualification records is finished.
* Send an email to the client with the results when the service request is completed. The email must list each qualification as either Valid or Not Valid, depending on the verification.
Qualification verification

Service request results will not be released to clients until all related Qualification records are set to a Complete status.
* To check work done by a wide array of users, 10 percent of Qualification records must be double checked.
* Qualification records must be automatically assigned to a queue.
* Qualification records must be flagged with a new status field named Assigned to ensure that records are rechecked.
* Ensure that only QV team members can change the status from Assigned to In Progress to Complete.
* Record the name of the QV team member who performed the work and the date completed.
Governance and security
* All components required for the verification process must be included in a new solution.
* Corporate security requires that deployments to non-development environments must be automated using service accounts.
* User security and data access must also be consistent across environments, except for the elevated access of the power users in the development environment.
* The Onsite Visit managed solution has a table that is not in the Verification Process Automation managed solution. This table must be upgraded prior to the go-live date without the other shared components.
* A VP of sales requires a test environment to demonstrate to potential clients the security policies that are included in their initial offering.
Issues
* More employees than are required can access individual client information and continue to have access after a service request is completed.
* When users go on vacation, all their outstanding Service Request records are assigned to a substitute employee. The substitute employees are unable to see all the qualifications related to their service requests.
* Currently, testing the new QV functionality outside the development environment is not possible due to corporate security policies requiring the same security role across all environments.
* Internal IT reports that the solution import to the test environment failed because of missing dependencies related to the flow for completing service requests.

Explanation
Graphical user interface, text, application Description automatically generated

Graphical user interface, text, application Description automatically generated