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| Section | Objectives |
|---|---|
| Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
| Design AI-enabled contact center experiences | - Configure Dynamics 365 Customer Service capabilities - Implement AI-assisted agent experiences with Copilot |
| Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
| Measure and improve customer experience analytics | - Use insights to improve service quality - Analyze contact center performance metrics |
| Implement omnichannel engagement | - Enable voice and unified routing scenarios - Configure digital messaging and chat channels |
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NEW QUESTION # 59
You need to configure voice interaction processing.
How should you complete the configuration? To answer, move the appropriate components to the correct requirements. You may use each component 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:
NEW QUESTION # 60
Hotspot Question
A company is in the first phase of the Contact Center rollout. The company does NOT plan to include agentic capabilities.
The company must reduce manual steps for customer service representatives (CSRs) during case handling.
The company requires that case fields automatically update while a CSR works on a case. In addition, CSRs must be able to perform multiple steps from a single trigger.
You need to configure automation.
Which action should you perform for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Configure a macro action
To satisfy the requirements of reducing manual steps and automatically updating case fields while a Customer Service Representative (CSR) actively works on a case (without using AI- driven agentic capabilities), you should set up a macro action.
Macro Actions: In Dynamics 365, macros are a sequential series of configured actions executed to automate repetitive, routine tasks. They run instantly on the user interface side, allowing case fields to automatically update or pre-populate with a single click while the CSR is actively handling the record, effectively eliminating manual data entry.
CSR Scripts (Agent Scripts): These provide step-by-step guidance and instructions to the CSR on what to say or do during a customer interaction. They guide human behavior rather than automating field updates directly.
Real-time Workflows: These operate on the server side based on database event triggers (like saving a record). They do not dynamically update fields on the active user interface screen in real time while the CSR is in the middle of editing or working on the open form before a save event.
Box 2: Chain macro actions
To achieve this, you should Chain macro actions.
Macros in Dynamics 365 are explicitly designed to automate repetitive, multi-step tasks that a customer service representative (CSR) would otherwise have to do manually.
By chaining macro actions together, a CSR can execute a sequence of multiple sequential steps (such as opening a form, filling out fields, and sending an email) from a single trigger click, directly reducing manual effort.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-autonomous-case-agents
https://learn.microsoft.com/en-us/dynamics365/guidance/resources/cs-agent-script-macro-sample
NEW QUESTION # 61
You need to optimize voice interaction performance based on the voice agent configuration requirements.
Which features should you configure? To answer, move the appropriate features to the correct requirements. You may use each feature 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:
NEW QUESTION # 62
Drag and Drop Question
A company integrates an external workforce management system with Dynamics 365 Customer Service.
Routing must be based on customer service representatives' (CSRs) schedules from the external system.
CSRs must NOT receive work when they are unavailable based on those schedules.
You need to configure the routing behavior.
Which actions should you perform? To answer, move the appropriate actions to the correct requirements. You may use each action 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: Enable shift-based routing
To base routing on external workforce management (WFM) schedules, you must configure shift- based routing and opt in each representative by setting the msdyn_generatecalendarfromshift column to True for the corresponding bookableresource entry.
Configuration Steps
Enable Workforce Management: Ensure Workforce Management for Customer Service is enabled or a non-Microsoft/WFM adapter is configured to import representative schedules into Dynamics 365.
Opt-in Representatives: Set the msdyn_generatecalendarfromshift column to True on the bookableresource record for every agent included in shift-based routing.
Configure Unified Routing: Set up workstreams, advanced queues, and custom assignment methods in the Customer Service Admin Center to respect the imported shift calendars.
Box 2: Configure shift activity types
You should set up shift activity types, but they are only one component of a complete solution. To ensure that Customer Service Representatives (CSRs) do not receive work when they are unavailable, you must configure shift-based routing alongside your external Workforce Management (WFM) integration.
Configure Shift Activity Types:Define specific non-work activities (such as Breaks, Lunch, and Training) within your shift templates. When these activities are active, the system recognizes that the agent is unavailable for routing.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-routing-on-agent-calendar
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/service/dynamics365-contact-center/create-manage-shift-plans-effective-staffing-service-coverage
NEW QUESTION # 63
An engineering team needs to correlate voice channel latency spikes with specific routing decisions for root-cause analysis, using telemetry beyond what the built-in analytics reports show.
You need to recommend a configuration.
What should you do?
Answer: D
Explanation:
For deep technical root-cause analysis beyond standard business-facing analytics, Dynamics 365 Contact Center supports configuring and embedding Application Insights telemetry and conversation diagnostics, giving engineering teams granular, correlatable data (e.g., latency, routing decisions) that out-of-the-box reports aren't designed to surface.
NEW QUESTION # 64
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