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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Topic 2: Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Topic 3: Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Topic 4: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Topic 5: Implement Channels | 30-35% | - Configure customer engagement channels
|
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NEW QUESTION # 77
A company wants representatives handling premium customers to see a different set of tabs, apps, and case information than representatives handling standard support, within the same Contact Center app.
You need to recommend a configuration.
What should you do?
Answer: A
Explanation:
Experience profiles let administrators tailor the representative UI - including application tab templates, session templates, and inbox views - per group of representatives. Standing up separate environments is unnecessary overhead, and notification templates only control alert content, not the overall workspace layout.
NEW QUESTION # 78
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: B
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 # 79
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: D
Explanation:
Use preview dialing mode is the correct action to take to fulfill these requirements.
In Dynamics 365 Contact Center, Preview dial mode ensures that the system only initiates and places an outbound call to a customer after a Customer Service Representative (CSR) is identified from the queue, notified, and has accepted the call request. This mechanism guarantees that a CSR is immediately available when the call connects, effectively eliminating the risk of customer dead air or dropped calls while simultaneously safeguarding agent idle time.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-proactive-engagement
NEW QUESTION # 80
Drag and Drop Question
A company uses Copilot in Dynamics 365 Customer Service to generate summaries for customer service representatives.
The company wants Copilot to read the correct data to generate summaries that include specific business fields such as priority, resolution details, and customer impact.
Currently, summaries do NOT consistently include this information.
You need to configure Copilot to read the correct data and include the required fields in summaries.
Which action should you perform for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each actions 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: Map custom fields to Copilot summary inputs
By switching from a paragraph layout to a structured layout, you can dictate exactly what information Copilot must extract, describe your needs in natural language, and arrange the fields to fit your business workflows.
Step-by-Step Configuration
To set up the specific fields, complete the following steps in your environment:
0. Navigate to Summaries:
1. Open the Customer Service admin center and use one of the following paths depending on your navigation layout:Support Experience > Productivity > SummariesOperations > Insights > Summaries
2. Access Format Management:
Locate the summary type you want to customize (e.g., Live conversation summaries or Case summaries) and click the Manage format link. [
3. Switch to Structured Layout:
In the Manage format pane, change the generation option from Paragraph to Structured.
*-> 4. Map the Required Fields:
Select Add new info to create a custom section for each missing field. For your requirements, map them as follows:
Section 1: Title it Priority. Provide instructions in natural language telling Copilot to extract the case's priority level.
Section 2: Title it Resolution Details. Instruct Copilot to summarize the steps taken to resolve the issue from the resolution text or timeline activities.
Section 3: Title it Customer Impact. Add instructions specifying how to gauge and report the scope or severity of the problem on the customer's operations. [1] Box 2: Configure Copilot knowledge sources to use in the summaries To ensure Copilot consistently accesses and includes structured data fields like priority, resolution details, and customer impact in its summaries, you need to configure the data mapping fields within the Copilot Service admin center.
1. Steps to Configure Copilot Data Fields
Access Summaries Settings: Log into the Copilot Service admin center (or Customer Service admin center).
2. Navigate to the Section: Go to Support Experience > Productivity > Summaries (or Operations > Insights > Summaries).
3. Open the Configuration Pane: Under the Summaries area, select Manage.
*-> 4. Modify Source Fields: Select Manage data. This opens the Specify data pane, where you can modify the source case and record fields that Copilot evaluates.
5. Map Structured Columns: Check or map the specific fields required by your business (such as Priority, or custom attributes representing Resolution Details and Customer Impact) to ensure Copilot reads them directly from the table row.
6. Set up a Structured Format (Optional but Recommended): In the same Summaries settings area, look for Live conversation summaries or case summary templates and select Manage format. Switch the summary layout from Paragraph to Structured. This forces Copilot to organize the extracted information systematically into designated bulleted segments rather than a free- flowing block of text.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/copilot-enable-custom-record-summaries
NEW QUESTION # 81
A company uses Dynamics 365 Contact Center to support its customer service representatives (CSRs) across multiple simultaneous customer interactions, with CSRs working across several entities and forms during each one. CSRs need the required data on hand the moment a new session starts. You need to configure the Copilot Service workspace.
Which template type should you configure?
Answer: B
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
An application tab template defines which application, entity record, dashboard, custom page, web resource, or other workspace component can open inside a representative session. Microsoft states that application tab templates specify applications that are available when representatives start a session in Copilot Service workspace.
Every multisession workspace session contains at least one application tab known as the anchor tab. Additional application tabs can also be configured so that when the representative accepts an interaction, the required records and applications are immediately available. For example, a session can open the active conversation, customer record, related case, knowledge search page, and a line-of-business application without requiring the CSR to navigate manually.
The application tab templates are then associated with a session template, which defines the overall session experience. Microsoft specifically describes session templates as reusable combinations of session attributes and application tab information.
Notification templates control information displayed before an interaction is accepted, not the data/apps loaded within the resulting session. Email and message templates relate to communication content rather than workspace composition.
Study Guide reference: Configure the Dynamics 365 Contact Center representative experience -> Configure application tab templates and session templates.
NEW QUESTION # 82
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