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| Section | Objectives |
|---|---|
| Topic 1: Implement omnichannel engagement | - Enable voice and unified routing scenarios - Configure digital messaging and chat channels |
| Topic 2: Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
| Topic 3: Measure and improve customer experience analytics | - Use insights to improve service quality - Analyze contact center performance metrics |
| Topic 4: Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
| Topic 5: Knowledge and case management with AI | - Implement case routing and automation rules - Configure knowledge base for agent assistance |
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NEW QUESTION # 92
A retail company runs outbound proactive campaigns to remind customers about abandoned carts. Compliance requires that calls only use predictive dialing when representative availability is high, and fall back to progressive dialing during low-staffing periods.
You need to configure this behavior.
What should you do?
Answer: D
Explanation:
Dialing methods for proactive outbound campaigns can be configured at the workstream/campaign level, and organizations commonly schedule or condition dialing mode (e.g., predictive vs. progressive) based on expected representative availability to balance connect rates with compliance and abandonment-rate requirements. Recording settings are unrelated to pacing.
NEW QUESTION # 93
Case Study 1 - Fabrikam, Inc
Background
Fabrikam, Inc. is a mid-sized global company that provides outsourced customer support services for retail and telecommunications clients. The company operates multiple regional contact centers. Fabrikam, Inc. is transitioning to a unified cloud-based platform by implementing Microsoft Dynamics 365 Contact Center.
The goal is to improve customer satisfaction, reduce average handling time, and increase workforce productivity while enabling AI-assisted customer interactions.
Fabrikam, Inc. has an established Microsoft ecosystem, including Microsoft Azure and Microsoft Power Platform. The company requires that all implementations follow best practices for scalability, maintainability, and governance, while aligning with internal governance and security standards.
Current environment
Contact Center infrastructure
- Fabrikam, Inc. currently uses an outdated on-premises telephony system that does NOT integrate with modern CRM systems.
- The company is migrating to Dynamics 365 Contact Center to support voice-based interactions.
- Azure resources are centrally managed by the IT team.
- Azure Application Insights is provisioned but not yet connected to any contact center workload.
- Microsoft Entra ID is used for identity and access management.
Application lifecycle management (ALM)
- The company maintains separate development, test, and production environments in Microsoft Dataverse.
- Solutions are deployed as managed or unmanaged depending on the environment.
- Configuration data must be moved between environments without manual recreation.
- The IT team requires repeatable and governed deployment processes.
Users and roles
- Customer service representatives (CSRs) handle inbound customer calls.
- Supervisors monitor performance and manage workforce scheduling.
- Administrators configure and maintain the system.
- Roles are defined for CSRs, supervisors, and administrators, but permissions are not consistently enforced.
- Access must be restricted based on user responsibilities to enforce least privilege.
Business requirements
Voice channel
- Customers must be able to contact customer support through an inbound voice channel.
- Incoming calls must be routed to available CSRs based on predefined criteria.
- Customer input must be collected through an automated interaction before routing.
- Some inquiries must be resolved without involving a human representative.
- When escalation is required, CSRs must receive relevant information collected earlier in the interaction.
Workforce management (WFM)
- Supervisors must define shifts and assign schedules for CSRs.
- CSRs must receive interactions during their scheduled shifts only.
- Some shifts must allow for times that do NOT accept phone calls.
- WFM capabilities must be enabled within the contact center solution.
AI and automation
- The solution must support AI-driven capabilities to handle frequently asked customer questions.
- The system must support generative AI for natural, conversational interactions.
- When an issue cannot be resolved automatically, escalation paths must be defined.
Routing and work assignment
- Customer interactions must be managed through a structured process to ensure consistent handling.
- Information collected during the voice agent interactions must be available to CSRs.
- CSRs must be assigned to handle interactions based on their expertise.
Analytics and monitoring
- The company must monitor conversation performance and identify and troubleshoot issues affecting customer experience.
- The solution must provide detailed diagnostic information to support troubleshooting across the interaction lifecycle.
- Supervisors must be able to analyze interaction quality and identify trends and bottlenecks.
Technical requirements
Voice channel configuration
- Dynamics 365 Contact Center must be used to support voice-based customer interactions.
- The solution must support inbound calling through configured phone numbers.
- Voice interactions must be routed in a way that follows best practices for scalability and consistent performance.
IVR and voice agents
- IVR flows must support both naturally spoken input and keypad input.
- Voice agents must be configured by using Copilot Studio.
- AI agents must be able to retrieve customer data from backend systems when needed.
Security and access
- Access must be restricted based on user responsibilities and follow the principle of least privilege.
- CSRs must access records relevant to only the interactions they handle.
- Supervisors must have visibility into CSR performance and schedules.
- Administrators must have full access to configure and manage the solution.
ALM and deployment
- Production deployments must use managed solutions.
- Configuration data must be moved between environments by using supported tools and without manual recreation.
- Deployment processes should be automated to ensure consistency and reliability.
Issues
- The current system lacks integration between voice interactions and CRM systems.
- CSRs receive calls outside of their scheduled shifts.
- Fabrikam, Inc. has no consistent process for deploying configurations across environments.
- AI capabilities are underused, resulting in increased interaction volumes.
- Some customers interact from a noisy environment, which makes it difficult for CSRs and agents to serve them efficiently.
- Supervisors lack visibility into detailed conversation diagnostics.
- Access permissions are not consistently aligned with user responsibilities, causing access inconsistencies.
Hotspot Question
You need to configure inbound voice functionality and ensure that calls are routed to the appropriate CSR based on predefined criteria.
How should you perform the configurations? To answer, select the appropriate components in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Add a voice channel to the workstream
To set up inbound call entry and route incoming phone calls in a Dynamics 365 Contact Center environment, you should add a voice channel to the workstream.
Inbound Voice Setup Steps
1. Create a workstream: Set up a unified routing workstream configured for the voice channel type.
2. Add a voice channel: Associate your acquired or synced phone number (such as via Azure Communication Services or Teams Phone) directly within that workstream to enable inbound call processing.
3. Configure routing rules: Define the specific criteria and assign incoming interactions to the appropriate queues and Customer Service Representatives (CSRs).
Box 2: Create a workstream
Create a workstream is the primary voice setup used for call distribution configuration, serving as the container where work routing rules, language, and IVR behaviors are defined for inbound calls.
Call Distribution Setup Details
Workstream creation: Defines the operating environment, channel type (voice), and overall routing setup.
Routing rules: Directs incoming interactions from the workstream to the correct queues based on predefined criteria.
Queue configuration: Holds the service representatives (CSRs) assigned to handle specific work items after the workstream routing logic evaluates them.
Box 3: Configure an assignment method.
To ensure that calls are routed to the appropriate customer service representative (CSR) based on predefined criteria, you must configure an assignment method.
In Dynamics 365 Contact Center (and Omnichannel for Customer Service), assignment methods determine how conversations-including inbound voice interactions-are allocated to agents within a queue based on rules like capacity, availability, or matching skills.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-teams-phone-in-voice-channel
https://learn.microsoft.com/en-us/training/modules/configure-voice-channel-contact-center/
NEW QUESTION # 94
A company uses Dynamics 365 Contact Center to handle customer interactions across multiple channels. Supervisors are responsible for monitoring active conversations and intervening when issues occur.
Supervisors report that they must switch between multiple pages to view conversations and take action, which delays response time.
The company requires supervisors to monitor conversations and take action without leaving a single interface.
You need to configure and monitor SLAs to support contact center operations.
What should you do?
Answer: B
Explanation:
To solve this issue, you should Configure the Supervisor experience. The Supervisor experience dashboard in Dynamics 365 Contact Center is specifically designed to provide a unified, single- page interface. It allows supervisors to monitor active, real-time conversations across multiple channels and take immediate interventions (such as joining a chat or assigning a conversation) without navigating away.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/use/all-ongoing-conversations
NEW QUESTION # 95
Drag and Drop Question
A company creates custom security roles for service representatives.
Users in the same job function must have consistent permissions. One individual requires access aligned to that individual's persona.
You need to configure access for the users.
Which actions should you perform? To answer, move the appropriate actions to the correct requirements. Each action may be used 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: Add the user to a team that has the mapped role
Adding the user to a team assigned the mapped role is the correct approach to standardize permissions.
Managing Permissions with TeamsService representatives gain application access and privileges through team membership and team-assigned security roles.
Microsoft Entra ID groups can be linked to Power Platform teams to automate and simplify user privilege management.
Consistent permissions are maintained because updating the team's security roles instantly applies standard access to all assigned members.
Box 2: Map each custom security role to a persona
To enable persona-based access for the user, you should map the custom security role to the Agent persona.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/role-persona-mapping
NEW QUESTION # 96
Drag and Drop Question
Customer service representatives require the following consistent session behavior when opening work items:
- Primary application that opens in a session
- How the conversation interface behaves at session start
You need to configure the session templates to meet the requirement.
Which configuration should you use 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: Anchor Tab
To configure the primary application that automatically opens when a session begins, you must configure the Anchor Tab within the Session Templates in Dynamics 365 Contact Center.
Anchor Tab: This is the primary application tab that opens automatically when a workspace session is initiated (e.g., when a representative accepts an incoming conversation). This tab is locked to the left side of the application tab panel and cannot be closed or customized by the representative.
Application Tab Template: Before designating it in your session template, you must first create or select an application tab template (such as the Active Conversation page) which defines the specific application type or page to load.
Box 2: Communication panel mode
To control how the conversation interface behaves at session start, you must configure the Communication panel mode parameter within the Session Template.
Inside your custom Session Template, locate and set the Communication panel mode. This field determines the initial UI state of the conversation panel when a service representative opens or accepts a work item.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/session-templates
https://github.com/MicrosoftDocs/dynamics-365-customer-engagement/blob/main/ce/customer-service/administer/session-templates.md
NEW QUESTION # 97
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