AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ72

Implement channels

You are setting up a pre-chat survey in a chat channel for customer support sessions. The chat must:

  • Be routed according to a value collected in the pre-chat survey.
  • Use that same value in a macro after a customer service representative accepts the conversation.

Configure the channel to meet these requirements. Which action should you take for each requirement?

Select
Route conversations based on the pre-chat survey value.
Use the session value in a macro.
Explanation

A pre-chat survey response is stored as a context variable when the workstream is configured for that variable. Context variables are available for routing logic and can be used as dynamic values in agent macros after the conversation is accepted.

Learn more

Community Discussion

No comments yet. Be the first to start the discussion!