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| Section | Weight | Objectives |
|---|---|---|
| Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
| Configure work distribution and routing | 13% | - Configure workstreams and queues
|
| Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
| Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
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NEW QUESTION # 47
A company has a quality management program for its contact center to ensure excellence for its customer experience.
The company must be able to review conversations and retain records for compliance in support of the program.
You need to configure the voice interactions to meet the requirements.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Answer: C,E
NEW QUESTION # 48
A company wants a voice agent that can understand free-form spoken requests ("I need to reschedule my delivery for Thursday") rather than requiring customers to press numbers on a keypad.
You need to configure the IVR accordingly.
What should you use?
Answer: D
Explanation:
Configuring the voice agent with natural language understanding (NLU) and speech-based IVR allows customers to state requests naturally rather than navigating DTMF (touch-tone) menus.
DTMF-only IVR handles keypad input, which does not meet the free-form spoken request requirement.
NEW QUESTION # 49
Hotspot Question
A company uses Dynamics 365 Customer Service. The company plans to use internal knowledge sources.
The company must be able to improve case management as follows:
- Automatically draft new knowledge articles for approval by knowledge
managers.
- Improve accuracy of recommended articles for resolutions.
You need to configure case management to meet the requirements.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Enable the Customer Knowledge Management Agent
To automatically draft new knowledge articles from resolved cases in Dynamics 365 Customer Service, you need to configure the Customer Knowledge Management Agent via Copilot capabilities.
-> Enable the Customer Knowledge Management Agent
1. Open the Copilot Service admin center (or Customer Service admin center).
2. Go to Knowledge in the navigation menu.
3. Select Customer Management Agent settings.
4. Check the box to enable real-time knowledge creation from current cases so the system automatically analyzes case notes, emails, and conversations upon closure.
Box 2: Configure knowledge source.
To meet the requirements of using only internal knowledge soures, you should perform the following configurations in the Customer Service admin center (or Copilot Service admin center):
Enforce Internal Knowledge Bases Only
1. Go to Productivity > Copilot for questions and emails (or Knowledge settings).
2. Under Knowledge sources, restrict the configuration to use Dynamics 365 Knowledge Base (Dataverse) only.
3. Ensure that any external search providers (such as public websites or untrusted third-party repositories) are disabled or excluded to satisfy the internal-only requirement Reference:
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/service/dynamics365-contact-center/use-customer-knowledge-management-agent-update-knowledge-base
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-knowledge-management-embedded-knowledge-search
NEW QUESTION # 50
A company runs outbound campaigns that have high call volume.
The campaigns require efficient use of customer service representatives (CSRs) as well as minimizing idle time.
The dialing method must ensure that calls are automatically initiated and connected only when CSRs are available.
You need to configure the appropriate dialing method.
What should you do?
Answer: C
Explanation:
The best action to take is to use predictive dialing mode.
In Dynamics 365 Contact Center, the predictive dial mode is explicitly designed for high-volume outbound campaigns. It uses a dynamic AI algorithm to pace and automatically initiate outbound calls based on forecasted availability. By considering factors such as representative availability, customer pick-up statistics, and call abandonment rates, it ensures that calls are initiated ahead of time so a live customer connects right as a customer service representative (CSR) becomes available. This maximizes agent utilization and minimizes idle time.
Reference:
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2026/02/03/proactive-voice-engagements-dynamics-365-contact-center
NEW QUESTION # 51
CSRs need consistent session behavior when opening work items, specifically which primary application opens in a session and how the conversation interface behaves at session start. You need to configure the session templates to meet this requirement.
What should you configure to control which primary application opens?
Answer: B
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Session templates define the representative's workspace configuration when a session is created. Microsoft specifically states that a session template determines which application opens as the anchor tab and which additional application tabs automatically open at session startup. The anchor tab is the primary application for the session and cannot be closed by the representative.
The underlying application behavior is defined through application tab templates. An application tab template specifies the application type, page, record, or web resource that can be opened inside a session. The application tab is then associated with the session template so the correct application is launched automatically when the corresponding interaction begins.
This architecture allows administrators to create different session experiences for different interaction types while keeping behavior consistent for every CSR assigned to that configuration.
Capacity profiles control workload consumption and concurrency. Knowledge article associations provide service information but do not determine workspace startup. Queue priority affects the order in which work is selected for assignment.
Therefore, application-tab configuration within the session template is the mechanism that determines the primary application and initial session behavior.
Study Guide reference: Configure the representative experience -> Configure session templates and application tab templates.
NEW QUESTION # 52
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