PL-200 – Case Study

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Case Study

Introductory Info
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.

Background –
Alpine Ski House is a boutique mountain resort that offers year-round spa and outdoor activities such as snow sports, hiking, mountain biking, and more. The resort has been family owned and operated for more than 50 years. The company has been able to remain profitable while not needing to adopt new technologies.

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 resortג€™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 resortג€™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 FAQג€™s are out of date.

Requirements. General -Case Study
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 guestג€™s names and email addresses.
You must send guests a welcome email that includes a unique registration number for authentication with the resortג€™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 in to a resort portal to confirm their attendance at 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 Houseג€™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 memberג€™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.

Question 1. You need to add controls to the check-in solution for the health and wellness questions.
Which form control should you use?

A. Drop down
B. Check box
C. Text input

Correct Answer: B

Question 2. You need to design the resort portal to meet the business requirements.
Which data source should you use?

A. Common Data Service
B. Microsoft Excel
C. Azure SQL Database
D. SQL Server

Question 3. HOTSPOT –
You need to design the resort portalג€™s email registration process.
Which solutions should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Question 4. You need to design the resort portal’s email registration process.
Which solution should you use?

A. Default the invitation code from the email upon logging into the portal
B. Auto-populate the invitation code field on the sign in screen from the email link
C. Embed the invitation code in the email link URL
D. Send the customer their username and temporary password in the email link

Question 5. HOTSPOT –
You need to embed the check-in solution into the communication solution. To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer: 

Box 1: Power Apps Web Studio –
Scenario: 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.
PowerApps Studio is a browser application used to edit your apps. PowerApps Studio includes a drag-and-drop canvas in the center of the screen and a screen or object list pane on the left. Properties, Rules, and Advanced Properties for selected screens or controls are displayed in the right pane.

Box 2: in a tab –
You can customize the Teams experience by adding Power Apps canvas apps to your channels in Teams using the PowerApps tab.
Create and manage Power Automate

Question 6. HOTSPOT –
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.
Hot Area:

Correct Answer: 

Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off

Question 7. HOTSPOT –
You need to embed the FAQbot into the communication solution.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

https://docs.microsoft.com/en-us/power-virtual-agents/publication-add-bot-to-microsoft-teams

Question 8. HOTSPOT –
A guest asks about the start time of a specific scheduled event and wants to know what the snow conditions will be like during their stay.
You need to determine how to design the chat solution to answer those questions.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Box 1: Load the extracted topic into a variable
Power Virtual Agents uses entities to understand and identify a specific type of information from a user’s responses. When saving the identified information to a variable, a variable type will be associated with it. The variable type is analogous with the entity.
In Power Virtual Agents, a topic defines a how a bot conversation plays out.
A topic has trigger phrases ג€” these are phrases, keywords, or questions that a user is likely to type that is related to a specific issue ג€” and conversation nodes ג€” these are what you use to define how a bot should respond and what it should do.

Box 2: Create a custom entity –
The prebuilt entities cover commonly used information types, but on some occasions, such as when building a bot that serves a specific purpose, you’ll need to teach the bot’s language understanding model some domain-specific knowledge.
Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-entities-slot-filling
Integrate Power Apps with other apps and services

Question 9. HOTSPOT –
A guest asks about the start time of a specific scheduled event and wants to know what the snow conditions will be like during their stay.
You need to determine how to design the chat solution to answer those questions.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Reference: https://docs.microsoft.com/en-us/ai-builder/prebuilt-overview

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