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Microsoft PL600 Activity Booklet Day 3

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26 views4 pages

Microsoft PL600 Activity Booklet Day 3

Uploaded by

d
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Activity Sheet: Solution Architect Scenarios for PL-600 Students

Disclaimer:
This activity is designed for educational purposes. The scenarios provided are fictional
and meant to help students apply their learning from Power Apps, Power Automate, and
Power Virtual Agents. The solutions may have multiple approaches, and students
should use their understanding of the Power Platform to propose the best possible
solution. Consider real-world constraints and best practices when designing your
answers.

Scenario 1: Automating Customer Feedback Collection


A telecommunications company, TelcoPro, has been facing challenges in managing
customer feedback. Currently, feedback is collected through manual surveys at their
service centers, which leads to delays and inconsistencies in reporting. The company
wants to automate this process by sending feedback forms to customers via email right
after they interact with the service team. They want the feedback to be automatically
analyzed to identify recurring issues, and management should receive regular reports
with insights to improve service quality.
Requirements:
 Automate the sending of feedback forms via email after each customer
interaction.
 Collect feedback data centrally and analyze it to highlight common issues.
 Automatically generate weekly reports that are sent to the management team.
 Enable the system to handle thousands of interactions daily without manual
intervention.
Questions:
1. Which Power Platform components would you use to implement this
solution? Justify your choices.
2. How would you design a Power Automate workflow to trigger the email and
capture responses automatically?
3. How could you utilize Power Virtual Agents to allow customers to check the
status of their feedback or receive updates on how their issue is being
handled?
4. Describe how you would ensure that the data from feedback is stored
securely, maintaining customer privacy and compliance with data
protection regulations.
Scenario 2: Employee Onboarding Automation
GlobalTech is a multinational company that struggles with onboarding new employees
due to the complexity of coordinating between HR, IT, and Admin teams across different
locations. Currently, it takes over two weeks to fully onboard a new hire. They want a
more efficient, automated onboarding solution where:
 New hires receive digital forms and documentation to fill out before their first day.
 Automated tasks are triggered, assigning responsibilities to different departments
(e.g., IT to set up laptops, Admin to prepare office space).
 The system sends reminders to each team if tasks are pending, and managers
are notified if there are delays.
 New hires can check the status of their onboarding tasks via a mobile app.
Questions:
1. Propose a solution using Power Apps and Power Automate to streamline
this onboarding process. Describe the overall architecture and how each
component will function.
2. What specific connectors would you use to integrate this solution with
existing systems (e.g., HR management systems, IT ticketing systems)?
Explain why these connectors are essential.
3. How would you ensure the onboarding process is seamless across
multiple locations and departments, considering factors like different time
zones and varying task dependencies?
4. Discuss the potential security considerations, especially with handling
sensitive employee information, and how you would address them.

Scenario 3: Self-Service Portal for Order Management


RetailCo, a growing e-commerce business, is looking to reduce the workload on its
customer support team. They want to introduce a self-service portal where customers
can:
 Check their order status by entering their order ID.
 Raise queries or complaints via a chatbot, which can handle common issues like
order cancellations, refunds, and tracking updates.
 Automatically escalate unresolved issues to a support agent, ensuring the
customer is contacted within 24 hours.
Questions:
1. Design a solution using Power Apps, Power Automate, and Power Virtual
Agents to implement this self-service portal. Detail how each component
will work together.
2. How would you configure Power Virtual Agents to handle common
customer queries effectively? What kind of dialogues would you set up,
and how would you handle escalations?
3. Explain the role of Power Automate in ensuring seamless integration
between the chatbot, order management system, and support team.
4. Discuss how you would implement analytics to monitor the performance of
this self-service portal and identify areas for improvement.

Scenario 4: Incident Management System for IT Services


TechCare, an IT services provider, wants to deploy an incident management system to
improve how employees report and track technical issues. The new system should:
 Allow employees to report issues via a mobile app or a web portal.
 Automatically categorize incidents based on keywords in the issue description
and assign them to the appropriate IT team.
 Provide real-time updates to the employee on the status of their reported issue.
 Maintain a knowledge base of common issues that employees can refer to before
submitting a new ticket, potentially resolving their issue without IT intervention.
Questions:
1. Explain how you would utilize Power Apps to allow employees to report
incidents and check their status. Describe the user experience you aim to
create.
2. How would you set up Power Automate to categorize incidents and assign
them to the correct IT support team based on the incident description?
3. What features of Power Virtual Agents would be most useful for creating a
self-service knowledge base? How would this reduce the number of
incidents reported to the IT team?
4. Discuss how the solution can be scaled to support multiple client
companies, each with its unique IT setup and support requirements.
Scenario 5: Enhancing Project Collaboration in Microsoft Teams
A project-based company, BuildIt, heavily relies on Microsoft Teams for collaboration
among its project teams. However, managing tasks, deadlines, and project updates
across multiple teams has become chaotic. They want to improve their workflow by:
 Creating automated reminders for task deadlines and meeting schedules.
 Allowing project managers to create tasks directly from within Teams that
automatically sync with their project management software.
 Implementing a virtual assistant to answer common questions related to project
tasks, deadlines, and resources.
Questions:
1. Describe how you would integrate Power Automate with Microsoft Teams
and a third-party project management system to streamline task
management. What specific triggers and actions would you set up?
2. What role could Power Virtual Agents play in improving communication
and task tracking within Microsoft Teams? Give examples of interactions
the virtual assistant could handle.
3. How would you ensure that the automated system handles permissions
correctly, ensuring only authorized personnel can access specific tasks
and projects?
4. Identify potential bottlenecks that could occur with this solution and
suggest ways to optimize performance and user experience.

End of Activity Sheet


Estimated Duration: 2 hours

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