AI-102 Implement an agentic solution Practice Question
You are creating an agent in Microsoft Copilot Studio that needs to escalate to a human agent when it cannot resolve a query. Which feature should you use?
⚠ Common exam trap
Many exam-takers confuse the 'Escalate' system topic (which does not exist) with the 'Transfer to agent' topic, or they mistakenly think the 'Fallback' topic can handle escalation, when in fact it is only for unrecognized input and not for intentional handoffs.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Add a 'Transfer to agent' topic.
In Microsoft Copilot Studio, the 'Transfer to agent' topic is the correct feature to escalate unresolved queries to a human agent. This topic is specifically designed to hand off the conversation to a live agent, often by triggering a handoff mechanism such as a Dynamics 365 Customer Service queue or a custom integration. It ensures that the bot gracefully transfers context and conversation history, maintaining a seamless user experience.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Add a 'Transfer to agent' topic.
Why this is correct
Transfers to human agent.
- ✗
Add an 'Escalate' system topic.
Why it's wrong here
Not a standard topic.
- ✗
Configure the 'Fallback' topic to call a Power Automate flow.
Why it's wrong here
Fallback handles unrecognized input, not escalation.
- ✗
Use the 'End conversation' node.
Why it's wrong here
Ends the conversation without transfer.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This AI-102 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the AI-102 exam.