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Transforming Contact Center Experiences with AI in Dynamics 365

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Transforming Contact Center Experiences with AI in Dynamics 365 Questions and Answers

Questions 1

You are configuring a pre-chat survey in a chat channel for customer support sessions, where the chat must be routed based on a value captured in that survey, and the same value must be reused in a macro after a CSR accepts the conversation. You need to configure the channel to meet the requirements.

What should you configure to make the captured survey value available in a macro?

Options:

A.  

A knowledge article tag, which has no relationship to pre-chat survey data or macros.

B.  

A pre-chat survey field mapped to a context variable, which the routing rule reads for assignment and which the macro can also reference after the conversation is accepted.

C.  

A static canned response with no variable substitution capability.

D.  

A queue priority setting, which affects order of pickup, not data captured in a survey.