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| Section | Weight | Objectives |
|---|---|---|
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
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NEW QUESTION # 105
Drag and Drop Question
A company uses Dynamics 365 Contact Center.
Supervisors must be able to perform the following:
- Observe conversations without notifying customers and without
interacting.
- Redirect a conversation from one customer service representative
(CSR) to another CSR.
You need to configure the supervisor settings to meet the requirements.
You need to configure the minimal security access for each requirement.
What should you configure for each requirement? To answer, move the appropriate configurations to the correct requirements. You may use each configuration once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Monitor
To meet this requirement with the minimal security access, you should use the Monitor configuration.
Monitor allows a supervisor to join a live conversation silently. The customer is not notified, and the supervisor cannot interact with either party. This perfectly matches your requirements while adhering to the principle of least privilege.
Box 2: Transfer
To meet the requirement of redirecting a conversation from one Customer Service Representative (CSR) to another while maintaining minimal security access, you should use the Transfer configuration.
Transfer: By default, Dynamics 365 Contact Center allows CSRs to directly transfer a conversation to another queue or representative without needing specialized supervisor permissions. Enabling Direct Transfer allows a regular agent to choose another agent directly, resolving the issue efficiently Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-monitor-assign-transfer-conv
NEW QUESTION # 106
A queue is receiving more chats than available representatives can handle during a flash sale.
The company wants excess conversations to route to a secondary queue rather than sit indefinitely.
You need to configure this behavior.
What should you configure on the queue?
Answer: B
Explanation:
Overflow configuration on a queue defines where excess work routes when capacity is exceeded (e.g., to a secondary queue), while prioritization determines the order conversations are pulled.
Operating hours control when a queue accepts work at all, and capacity profiles limit per- representative concurrent workload rather than redirecting overflow at the queue level.
NEW QUESTION # 107
A contact center wants to forecast staffing needs for the next quarter based on historical contact volume and handle time, then generate shift schedules automatically.
You need to identify the capability set to configure.
What should you use?
Answer: A
Explanation:
Workforce management (WFM) capabilities in Dynamics 365 Contact Center include demand forecasting based on historical patterns and shift/schedule generation and management, either natively or via third-party WFM integration. Capacity profiles limit concurrent work per representative but don't forecast demand or build schedules; Agent hub rollout plans manage phased AI agent deployment, not staffing.
NEW QUESTION # 108
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.
A company has a custom portal.
The company requires secure customer identity validation before a chat begins.
You need to ensure secure authentication.
Solution: Pass a signed token from an external identity provider during chat initialization.
Does the solution meet the goal?
Answer: B
Explanation:
Correct:
* Pass a signed token from an external identity provider during chat initialization Passing a signed JSON Web Token (JWT) from an external identity provider during chat initialization is the correct approach to secure customer identity validation in Dynamics 365 Contact Center.
Token Creation: Your external identity provider generates a signed JWT when the user logs into your custom portal.
Public Key URL: You configure an authentication setting in Dynamics 365 with your public key URL so the system can verify the token's signature Client-Side Function: A JavaScript client function retrieves the token on widget load.
Initialization: The chat widget uses the token during startup to pass context and establish an authenticated user session instead of an anonymous one.
Incorrect:
* Allow anonymous chat sessions
* Configure chat authentication by using Microsoft Entra ID.
* Use pre-chat survey responses combined with session variables to infer user identity.
Reference:
https://community.dynamics.com/forums/thread/details/?threadid=71c0f82e-0ff1-ee11-904c-6045bda7c23b
NEW QUESTION # 109
A company uses multiple queues to handle customer requests.
Escalation work items must always be handled before standard requests, regardless of when they arrive.
Escalation work is delayed because work items are processed based on arrival time rather than business priority.
You need to ensure escalation work is processed first.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: B,C
Explanation:
To ensure escalation work items are always processed before standard requests in Dynamics
365 Contact Center, you need to change your routing strategy from first-in, first-out (FIFO) to priority-based routing.
To fix this, you must configure Custom Assignment Rules within your workstreams.
[E] Step 1. Create a Priority Attribute (If not already present)
Ensure your conversations or cases have a field that distinguishes escalations from standard work.
Navigate to Customer Service admin center or Contact Center admin center.
Verify that you have a field (like Priority or Is Escalated) populated during the intake or intake rules stage.
Step 2. Update the Workstream Assignment Routing
You need to create a custom assignment rule set that sorts the queue by your priority field instead of the arrival time.
[A] Step 3. Configure the Custom Assignment Rule
Inside your rule set, create a rule that defines how work is distributed to agents:
Name the rule: e.g., "Prioritize Escalations".
Conditions: Leave blank if this should apply to all items in the queue, or set conditions to match your routing needs.
Order by (Crucial Step):
Change this setting from the default arrival time.
Select your priority field (e.g., Priority (Attribute/Entity)).Set the order to Descending (or Ascending depending on how your option set is valued, ensuring High/Escalated is at the top).
Add a secondary sort criteria for Created On (Oldest first) so that if two escalations are in queue, the older one goes first.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/use/work-with-queues
NEW QUESTION # 110
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