Question 139 of 945
AI-102 Implement an agentic solution Practice Question
Your organization is deploying an agentic solution using Microsoft Copilot Studio. The agent must be able to escalate to a human agent when it cannot resolve a user's request. You need to ensure that the escalation includes the full conversation history. What should you configure?
⚠ Common exam trap
Candidates often confuse 'Create a ticket' with escalation, but ticket creation is asynchronous and does not provide a live handoff with conversation history, whereas 'Transfer conversation' is the only action that directly hands off to a human with the full transcript.
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 conversation' action and set it to include the full transcript
The 'Transfer conversation' action in Microsoft Copilot Studio is specifically designed to hand off the conversation to a human agent, and it includes an option to pass the full conversation transcript. This ensures the human agent has complete context, which is required for a seamless escalation. The other options do not provide this capability.
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 an 'End conversation' action and configure a fallback
Why it's wrong here
Ending conversation does not escalate.
- ✗
Add a 'Create a ticket' action in the topic
Why it's wrong here
Ticket creation does not transfer the conversation.
- ✗
Add a 'Start a new topic' action with context variables
Why it's wrong here
Starting a new topic does not transfer.
- ✓
Add a 'Transfer conversation' action and set it to include the full transcript
Why this is correct
Transfer conversation sends history to human agent.
Visual reference
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Last reviewed: Jul 4, 2026
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.
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