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| Section | Weight | Objectives |
|---|---|---|
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Configure Users, Security, and Work Distribution | - Manage operational settings
|
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NEW QUESTION # 12
A company uses a third-party CRM as its primary system.
Customer service representatives must use Dynamics 365 Contact Center features without leaving the CRM system.
You need to set up Contact Center to meet the requirement.
What should you do?
Answer: B
Explanation:
To meet the requirement of allowing users to leverage Dynamics 365 Contact Center functionalities without leaving a third-party CRM system, you must configure the platform to run in Embedded mode.
Required steps:
1. Retrieve the Embedded Widget URL:
2. Embed the Conversation Widget into the Host CRM:'''
3. Establish Data Sync via Connectors
Reference:
https://github.com/microsoft/dynamics-365-contact-center/blob/main/README.md
NEW QUESTION # 13
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: D,E
NEW QUESTION # 14
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 # 15
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:
NEW QUESTION # 16
Hotspot Question
Customer service representatives (CSRs) at a company use a chat channel in Dynamics 365 Customer Service.
The company wants to improve how incoming chats are handled as follows:
- Email addresses must be captured for customer verification before
engaging the customer.
- The reason for the contact must be captured before the chat starts
and must be used for routing.
You need to configure the chat channel 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.
Answer:
Explanation:
Explanation:
Box 1: Define a context variable in the workstream
To define a context variable in the chat workstream to capture email addresses for customer verification, you should set it up with the following parameters:
Name / Logical Name: Email (Case-sensitive; must exactly match the question key or logical name used in your pre-chat survey or custom JavaScript context provider).
Type: String (Because email addresses contain text characters, they must be stored as primitive string values).
Automatic Record Identification: When a context variable named Email is populated via a pre- chat survey or passed from an authenticated website portal, Omnichannel for Customer Service uses it to query your environment and automatically link the corresponding Contact record to the live conversation session.
Routing and Personalization: Once the context variable is captured, you can leverage it within your unified routing rules to direct the chat to a specialized queue, or use it within customer service representative productivity tools like macros or scripts Box 2: Configure routing rules that use survey responses.
To achieve this requirement, you must configure a pre-conversation survey on the chat channel and use its answers via context variables to drive route-to-queue rules.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/manage-context-variables
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-route-to-queue-rules
NEW QUESTION # 17
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