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| Section | Objectives |
|---|---|
| Topic 1: Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
| Topic 2: Measure and improve customer experience analytics | - Use insights to improve service quality - Analyze contact center performance metrics |
| Topic 3: Knowledge and case management with AI | - Implement case routing and automation rules - Configure knowledge base for agent assistance |
| Topic 4: Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Topic 5: Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
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NEW QUESTION # 116
Leadership wants a custom KPI - first-contact resolution rate by region - added to the out-of-the- box analytics dashboard, which isn't available by default.
You need to recommend an approach.
What should you do?
Answer: B
Explanation:
The embedded Power BI editor within the Copilot Service workspace analytics reports allows administrators to customize and add KPIs such as a custom first-contact resolution rate by region, without waiting on a Microsoft-delivered report or resorting to manual, non-integrated reporting.
NEW QUESTION # 117
Drag and Drop Question
A company uses separate development, test, and production environments for Dynamics 365 Contact Center.
The company plans to move approved customizations downstream by using a repeatable ALM process. The process must package the changes and restrict direct editing in target environments.
You need to package Contact Center customizations for the deployment process.
Which action should you perform for each requirement? 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: Create a solution that contains the required components
Incorrect:
* Expert unmanaged changes directly from production
To meet your Application Lifecycle Management (ALM) requirements for Dynamics 365 Contact Center, you must export the customizations from the development, not from production, environment as a managed solution.
In Steps
*-> 1. Develop in Unmanaged Solutions: Create and group all Contact Center configurations and customizations (such as unified routing configurations, agent experience profiles, and chat widgets) within an unmanaged solution inside your Development environment.
2. Export as Managed: Package these components for downstream deployment by exporting the solution as a managed solution.
3. Deploy Downstream: Import this sealed, managed solution package into your Test and Production environments. This blocks direct modifications in production and maintains a predictable, repeatable promotion path.
Box 2: Import the package as a managed solution in the target environments To meet the requirement of promoting customizations from development to test while restricting direct editing in target environments, you must export the unmanaged solution from the development environment and import it into the test environment as a managed solution.
Reference:
https://learn.microsoft.com/en-us/power-platform/architecture/reference-architectures/enterprise-power-platform-alm
NEW QUESTION # 118
A company uses AI-enabled routing, and the customer service manager wants the system to automatically predict required skills and then apply those predicted skills during routing. You need to configure the routing to meet these requirements.
Which capability predicts the required skills automatically?
Answer: A
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Dynamics 365 unified routing supports intelligent skill prediction so required skills can be derived from the content of an incoming work item rather than manually assigned in every scenario. Microsoft's skills-based routing configuration includes an intelligent skill finder model, which can be used with machine-learning classification rules to attach predicted skills to work items.
The process operates before final representative assignment. The routing system analyzes the incoming request, determines which skills are likely required, attaches those skill requirements to the work item, and then evaluates representatives using the configured skill-matching algorithm. Exact Match requires the representative to meet all required skills and proficiency thresholds; Closest Match ranks suitable representatives according to the degree of skill match.
A manually maintained mapping table would be deterministic rather than predictive. A priority value influences work-item ordering but does not identify required expertise. Capacity profiles determine how much concurrent workload a representative can accept but contain no mechanism for analyzing conversation content and inferring skills.
AI-based skill prediction therefore supplies precisely the automated classification capability described in the requirement.
Study Guide reference: Configure work distribution -> Configure skills-based routing; intelligent skill finder; AI-based work classification.
NEW QUESTION # 119
Case Study 3 - VanArsdel, Ltd
Background
VanArsdel, Ltd. is a global company that provides outsourced customer support services for enterprise clients across multiple industries, including retail, healthcare, and financial services.
VanArsdel, Ltd. is implementing Microsoft Dynamics 365 Contact Center to modernize its contact center operations. The company aims to provide a unified omnichannel experience for customers and improve customer service representative (CSR) productivity through AI-driven tools and automation.
The implementation will support voice, chat, and digital messaging channels. The initial rollout focuses on voice capabilities and AI-assisted CSR experiences. The solution must be scalable and configurable using out-of-the-box functionality where possible.
The company employs approximately 500 CSRs, 50 supervisors, and a small team of system administrators responsible for configuration and maintenance. Some back-office CSRs are available for consultations with frontline CSRs.
VanArsdel, Ltd. currently operates multiple outdated CCaaS platforms across its divisions. The company is concerned about CSR adoption and therefore plans to adopt a phased approach. The company plans to use its existing CCaaS solution with Copilot Service workspace to enable adoption of the agent desktop while the voice channel and associated capabilities are developed.
Current environment
Contact Center channels
VanArsdel, Ltd. currently uses an outdated telephony system integrated with a third-party CRM.
The system lacks support for modern APIs and does not provide advanced analytics or AI capabilities.
The company plans to replace the outdated system with Dynamics 365 Contact Center and Microsoft Teams Phone functionality.
Outbound communication capabilities are limited in the current system to SMS only and must be enhanced to support proactive engagement campaigns. A third-party tool is used to manage current campaigns.
CSR experience
CSRs currently rely on multiple disconnected systems to manage customer interactions. This results in inefficiencies and increased handling times.
The new solution must provide a unified interface with embedded productivity tools, including:
- AI-powered suggestions during live interactions.
- Suggested responses based on the CSR's interaction with the agent desktop and the conversation context.
- Real-time transcription and sentiment analysis.
- Integration with company-owned knowledge bases.
CSRs must be able to interact with customers through voice and digital channels within a single workspace. The sales director requires CSRs to be able to collect orders from their third-party order management tool from the Productivity panel. CSRs must be prevented from accessing payment information.
Data protection and compliance
VanArsdel, Ltd. handles sensitive customer data, including personally identifiable information (PII) and payment details.
The company must comply with strict data protection regulations, including:
- Masking sensitive data during live interactions.
- Preventing National Identity and payment card information from being stored in transcripts and AI generated summaries.
- Ensuring secure handling of customer information across all channels.
The current system does NOT provide adequate data masking capabilities.
Integration requirements
The company uses several internal systems, including:
- A customer account management system.
- A billing platform.
- A knowledge management system.
These systems must be integrated with Dynamics 365 Contact Center to provide CSRs with relevant information during interactions.
The company also has a third-party marketing platform. However, the company currently does NOT plan to integrate the platform and instead is evaluating Customer Insights - Journeys.
Business requirements
Voice channel implementation
VanArsdel, Ltd. must implement a voice channel that meets the following requirements:
- Support inbound and outbound voice calls by using Microsoft Teams Phone.
- Enhance call controls by using SDK APIs.
- Allow supervisors to monitor and manage live calls.
- Provide real-time insights into call performance.
The solution must support scalability to handle peak call volumes during seasonal demand.
Proactive engagement
The company must implement proactive outbound engagement capabilities, including:
- Proactive Dialer to adjust call pacing based on CSR availability and answer rates.
- Trigger-based engagement based on customer actions.
- Integration with customer data to personalize outreach.
Outbound campaigns must be configurable without requiring custom code.
Agent assist and AI capabilities
VanArsdel, Ltd. must enhance CSR productivity by implementing AI-powered assistance features, including:
- Suggested responses during customer interactions.
- Automated knowledge article recommendations.
- Real-time transcription and summarization.
- Real-time assistance sent to the CSR in the send message box during chat conversations.
The company also plans to extend Copilot capabilities by integrating custom plugins, tools, and connectors.
Additionally, a bot must be implemented to support CSRs by providing interactable contextual guidance during interactions.
Voice agent configuration
The company must configure voice agents to support natural and efficient customer interactions.
The solution must include:
- Real-time speech recognition.
- Accurate transcription of customer conversations.
- Configurable voice settings to optimize performance.
Voice agents must follow best practices to ensure high-quality interactions and minimize errors.
Technical requirements
Channel Integration Framework
VanArsdel, Ltd. requires a phased approach to deploying the voice channel. The company plans to use its existing CCaaS solution with Copilot Service workspace to enable adoption of the agent desktop while the voice channel and associated capabilities are developed. The company requires the Channel Integration Framework to be built to:
- Click-to-act functionality for outbound communication.
- Integration with third-party applications.
- A consistent user experience for CSRs.
Sensitive data masking
The solution must include sensitive data masking capabilities that:
- Automatically detect and mask sensitive information during interactions.
- Prevent exposure of sensitive data in logs and transcripts.
- Allow administrators to configure masking rules.
Omnichannel JavaScript API
Custom extensions must be developed by using the Omnichannel JavaScript API to:
- Provide enhanced automation during a conversation.
- Display conversation dynamically based on the defined business process.
- Provide contextual information during customer interactions.
These extensions must be maintainable and align with best practices.
Supervisor experience
Supervisors must have access to advanced analytics and monitoring tools, including:
- Real-time dashboards for intraday CSR performance.
- Historical insights into call volumes and trends.
- Tools to manage and optimize CSR workloads.
The supervisor app must be used to provide actionable insights that improve operational efficiency.
Issues
VanArsdel, Ltd. has identified the following issues in the current environment:
- CSRs experience delays due to switching between multiple systems.
- Sensitive customer data is exposed during interactions.
- Outbound engagement capabilities are limited and not automated.
- Supervisors lack visibility into real-time performance metrics.
- Voice interactions lack transcription and AI-assisted features.
Problem statement
VanArsdel, Ltd. must implement a modern contact center solution by using Dynamics 365 Contact Center to:
- Improve CSR productivity through AI and automation.
- Ensure compliance with data protection regulations.
- Enhance customer engagement through proactive outreach.
- Provide a unified and efficient CSR experience.
- Enable supervisors to monitor and optimize operations effectively.
The solution must be scalable, secure, and aligned with best practices for configuring channels, AI capabilities, and integrations.
Hotspot Question
You need to configure proactive outbound engagement.
How should you complete the configuration? To answer, select the appropriate action in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Connect to Customer Insights
Scenario: The company also has a third-party marketing platform. However, the company currently does NOT plan to integrate the platform and instead is evaluating Customer Insights - Journeys.
In a Dynamics 365 Contact Center environment, you can configure campaign contacts natively without custom code using two primary code-free onboarding methods: Customer Insights - Journeys (CIJ) for real-time automation, or direct File Uploads for manual, batch-based loading.
1. Dynamics 365 Customer Insights - Journeys (Recommended Code-Free Approach) For trigger-based, personalized, or segmented outreach, you leverage native integrations to pull contact lists dynamically.
2. CSV File Upload (For Batch Campaigns)
Box 2: Configure journey-based engagement schedule
Configure the proactive dialer behavior using a journey-based engagement schedule (configured via Dynamics 365 Customer Insights - Journeys).
Proactive Outbound Configuration Details
Dial Modes: Use predictive or progressive dial modes to adjust call pacing according to agent availability and answer rates.
Trigger-Based Engagement: Set up event-driven actions via Customer Insights - Journeys to respond to real-time customer signals.
Personalization: Leverage unified customer data natively without custom code.
Scenario: Proactive engagement
The company must implement proactive outbound engagement capabilities, including:
- Proactive Dialer to adjust call pacing based on CSR availability and answer rates.
- Trigger-based engagement based on customer actions.
- Integration with customer data to personalize outreach.
Outbound campaigns must be configurable without requiring custom code.
Reference:
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave2/service/dynamics365-contact-center/use-voice-proactive-outbound-analytics
NEW QUESTION # 120
A company uses Dynamics 365 live chat on its website.
The digital team wants the chat experience to use the existing brand kit and style guide of the company and support a more tailored web experience.
The company requires a solution that enables it to control the chat experience through customization.
You need to expand chat behavior beyond default capabilities.
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: A,B
Explanation:
[A]
To achieve complete control over the branding, style, and behavioral logic of a Dynamics 365 live chat widget, you can implement a custom chat widget using the Omnichannel Live Chat SDK rather than using the default out-of-the-box widget script.
While the standard Power Platform admin center allows for basic color and logo changes, it cannot fully ingest a complex brand kit or support advanced, tailored web experiences.
[B]
The Omnichannel JavaScript API gives you the code-level control required to deeply customize the visual branding beyond basic settings and dynamically expand chat behavior based on custom website triggers.
Customization and Branding: The standard chat widget configuration settings only allow for basic UI adjustments (like primary colors and logos). To fully align the chat experience with a highly tailored corporate brand kit and style guide, you must use the JavaScript API to manipulate the widget UI or pass custom CSS.
Expanding Chat Behavior: The JavaScript API allows you to programmatically trigger the chat window, listen to web events, pass custom context from the web page in real-time, and control exactly when and how the chat appears to the user based on their browsing behavior.
Incorrect:
[Not C]
Configure workstream context variables: This is used to route chats to specific queues or agents based on data passed from the website. While essential for routing logic, it does not alter the visual style guide or expand the front-end chat behavior.
[Not D]
Modify chat widget configuration settings: This is useful for out-of-the-box changes (e.g., widget theme color, title, and operating hours), but it is too limited to support a fully tailored brand kit or advanced custom behaviors.
Reference:
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2023/04/24/drive-brand-loyalty-with-a-customizable-live-chat-widget-in-dynamics-365-customer-service/
NEW QUESTION # 121
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