A company provides very detailed Q&A information on its website. Unfortunately, customers are still calling and asking the same questions. The company invites you as Solution Architect to help with the following requirements: 
reduce the customer service calls by providing the information to the customers automatically, access the Q&A information, if needed, and escalate customer inquiries to the Dynamics 365 CRM system. 
Please select four items that you should add to your design to satisfy the company’s requirements.

Answer options:

A.Automated flow
B.Omnichannel for Customer Service
C.QnA Maker
D.Business process flow
E.Instant flow
F.Omnichannel for Field Service
G.Power Virtual Agents

Correct Answers: B, C, E and G 
As a Solution Architect, you need to design integration between Power Virtual Agents, Power Automate, QnA Maker, and Dynamics 365 Omnichannel for Customer Service. 
Power Virtual Agents provides several benefits: Improve customer satisfaction by providing 24 by 7 bot support for customer inquiries.
Empower teams to create chatbots by themselves with no coding
Reduce costs by automating the answers to customers’ questions and freeing personnel time for more important support cases.
You can select the most popular conversation topics for the automatic bot. From the rest of the existing website Q&A, you can create a robust QnA Maker knowledge base and extend the bot`s functionality by adding actions using the Power Automate instant flow and QnA Maker integration template. When the bot cannot answer customers` questions using the most popular conversation topics, the Power Virtual Agents provides a fallback topic. It is an add-on that you can enable on the Settings/System fallback screen. After enabling this topic for the bot, as a system topic, you can modify it and call actions from external sources, like Power Automate or Bot Framework, or redirect to another topic. Using the fallback topic, you add an action call to the Power Automate instant flow with QnA Maker. 

You can have a more robust handling of the escalation. Suppose a company has a Dynamics 365 Customer Service license. In that case, you can use Escalate system topic or the "Transfer to agent" option for the "End of conversation" node to hand off the bot`s conversation to a live agent using the Dynamics 365 Omnichannel for Customer Service. First, you need to publish your bot and register it within Azure AD. Then, you need to configure the bot`s Settings for the "Transfer to agent" (Number 1) and select the Dynamics 365 Omnichannel for Customer Service (Number 2). 

And finally, you need to connect the PVA app registration ID (that you created with Azure AD) with the Dynamics 365 Omnichannel Customer Service. 
All other options are incorrect. 
For more information about design solutions with Power Virtual Agents bots, please visit the below URLs: 

https://docs.microsoft.com/en-us/learn/modules/architect-power-virtual-agents/5-integrate-chatbots
https://docs.microsoft.com/en-us/azure/cognitive-services/qnamaker/tutorials/integrate-with-power-virtual-assistant-fallback-topict
https://docs.microsoft.com/en-us/learn/modules/enhance-power-virtual-agents-bots/3-agent-handoff
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off