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| Section | Objectives |
|---|---|
| Topic 1: Design AI-enabled contact center experiences | - Configure Dynamics 365 Customer Service capabilities - Implement AI-assisted agent experiences with Copilot |
| Topic 2: Optimize agent productivity using Copilot and automation | - Use Copilot for response generation and summarization - Configure workflow automation for service operations |
| Topic 3: Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
| Topic 4: Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
| Topic 5: Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
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113. Frage
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- Fabrikam, Inc. currently uses an outdated on-premises telephony system that does NOT integrate with modern CRM systems.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.
Drag and Drop Question
You need to deploy configuration changes across environments based on the technical requirements.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Antwort:
Begründung:
Explanation:
Step 1: Export the solution as managed
In an automated Application Lifecycle Management (ALM) pipeline, you must first extract the changes from your development environment. You export the customizations as a managed solution to satisfy the first requirement: Production deployments must use managed solutions.
Step 2: Export configuration data separately
You also export the environment-specific configuration data separately (using tools like the Microsoft Configuration Migration Tool) to satisfy the second requirement; Configuration data must be moved between environments by using supported tools and without manual recreation.
Step 3: Import the managed solution into the production environment
When executing the automated release to the production environment, the managed solution must be imported first. This ensures that all required schema metadata, tables, and fields exist in production before any configuration data referencing them can be safely imported.
Scenario:
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.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/migrate-record-routing-config-using-solutions
114. Frage
A company is rolling out Dynamics 365 Contact Center for its CSRs, who need a consistent application experience and a standardized interface the moment they're assigned. You need to configure the standardized contact center application to meet this requirement.
Which feature should you use?
Antwort: A
Begründung:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Experience profiles are the administrative mechanism for creating targeted and repeatable Copilot Service workspace experiences for groups of representatives and supervisors. Microsoft states that experience profiles can control session templates, conversation channels, productivity tools, Copilot functionality, inbox configuration, and other application-level capabilities, and that these profiles can then be assigned to users.
This makes the experience profile the correct abstraction for standardizing what a CSR sees and how the workspace behaves from the point the profile is assigned. Within an experience profile, administrators can associate session templates and configure workspace features consistently instead of allowing each representative to construct a different operating environment.
Individual personal customization conflicts directly with the requirement for standardization. Case form customization controls only the presentation of a record and does not govern the complete multisession Contact Center workspace. Dashboard sharing similarly distributes a visualization but does not standardize application tabs, productivity tools, channels, or session behavior.
The experience profile therefore provides the organization-level governance boundary required for a consistent CSR interface.
Study Guide reference: Configure the Dynamics 365 Contact Center representative experience -> Configure experience profiles.
115. Frage
You are configuring multiple phone numbers for a company's regional support, where inbound calls must be routed appropriately and outbound calls must display the specified caller ID. You need to configure the phone numbers to meet these requirements.
What should you do?
Antwort: D
Begründung:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Regional voice architecture requires the inbound and outbound behaviors associated with each telephone number to be configured explicitly. Inbound voice configuration determines how calls entering a number are processed and routed to the appropriate workstream and queue. This permits separate regional numbers to direct callers into the correct operational queue rather than forcing representatives to manually determine the caller's destination.
Outbound profiles provide the corresponding outbound identity and calling configuration. Microsoft documents that an outbound profile includes a phone number, queue, capacity configuration, and a Caller ID number. The caller-ID value determines which number is presented when a representative places an outbound call using that profile.
This supports consistent regional presentation: for example, calls handled by a UK regional queue can originate using the approved UK caller ID while another region can use its own configured outbound identity.
A single shared number removes the required regional distinction. Caller ID is not simply an arbitrary CSR-personal setting; it is governed by the outbound calling profile. Leaving inbound routing undefined would also prevent deterministic regional call distribution.
Study Guide reference: Implement channels -> Provision and manage the voice channel -> Manage phone numbers; configure inbound and outbound calling profiles.
116. Frage
Hotspot Question
A company uses Dynamics 365 Customer Service.
Customer service representatives (CSRs) use scripts to guide conversations.
The company requires the following for scripts for new conversations:
- Display customer data automatically within script instructions.
- Ensure CSRs follow a predetermined script sequence.
You need to configure the script behavior to meet the requirements.
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.
Antwort:
Begründung:
Explanation:
Box 1: Configure a slug
To display customer data automatically inside agent script instructions for new conversations in Dynamics 365 Customer Service, you need to use slugs (replacement parameters) within your text-based agent script steps and bind them via session templates.
Box 2: Define script step order
Set the Pre-determined Step Sequence
The order in which you sort your individual script steps determines the strict display sequence the CSR sees on screen.
1. In the newly created script, go to the Agent Script Steps sub-grid and click + New Agent Script Step.
2. Define each step with these key components:
Name & Title: Short, clear text for the agent to read.
Order: Integer values (e.g., 1, 2, 3). This is critical; Dynamics 365 enforces the chronological flow based entirely on this field.
Action Type: Choose between Text (talking points/questions), Macro (automated CRM actions like creating a case), or Script (branches out to a secondary sub-script if needed).
3. Repeat this process until your complete conversation sequence is constructed. CSRs will interact with these by checking them off using the Mark as done icon to move cleanly from step to step.
Reference:
https://community.dynamics.com/blogs/post/?postid=21f00839-1e73-433d-ad26-2c98f4f42442
117. Frage
A company is evaluating cost drivers for a Dynamics 365 Contact Center deployment that has the following license types:
* Dynamics 365 Contact Center (Digital + Voice)
* Dynamics 365 Contact Center Voice
The company must be able to associate platform costs for the following with their billing models:
* Copilot-generated responses
* Customer service representative (CSR) platform access
* Call recording and telephony minutes
* Included IVR minutes per user
You need to identify the billing method for each cost component.
Which billing method should you select for each component? To answer, move the appropriate billing methods to the correct Contact Center feature. You may use each billing method 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.
Antwort:
Begründung:
118. Frage
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