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| Section | Objectives |
|---|---|
| Topic 1: Implement omnichannel engagement | - Enable voice and unified routing scenarios - Configure digital messaging and chat channels |
| Topic 2: Knowledge and case management with AI | - Implement case routing and automation rules - Configure knowledge base for agent assistance |
| Topic 3: Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
| Topic 4: Design AI-enabled contact center experiences | - Configure Dynamics 365 Customer Service capabilities - Implement AI-assisted agent experiences with Copilot |
| Topic 5: Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
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질문 # 59
Hotspot Question
A company is implementing Dynamics 365 Contact Center to support Service team 1 and Service team 2.
Service team 1 handles general inquiries. Service team 2 handles complex product issues.
Each team must receive only its own work items.
Service team 1 must be able to handle unidentified work items.
You need to configure the Contact Center environment 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.
정답：
설명：
Explanation:
Box 1: Create a queue per team
You should create a separate queue for each team.
In Dynamics 365 Contact Center, using a one-queue-per-team model is the best practice for this scenario to ensure strict routing isolation and clear operational boundaries.
Work Isolation: It ensures Team 1 agents only see general inquiries and Team 2 agents only see complex product issues in their respective dashboards.
Targeted Assignment: You can easily link each queue to a specific routing rule set that evaluates incoming conversations (e.g., based on IVR selection, skill tags, or incoming email address) and sends them to the correct queue.
Distinct Membership: You can assign Team 1 users to the Tea, 1 queue and Team 2 users to the Team 2 queue, preventing agents from accidentally picking up work outside their expertise.
Cleaner Reporting: It allows managers to track historical analytics, service level agreements (SLAs), and handle times for Team 1 and Team 2 independently.
Box 2: Configure fallback queue
You should set up a fallback queue, and it should be mapped to Team 1.
In Dynamics 365 Contact Center unified routing, a workstream-level fallback queue acts as a safety net.
Configure the Fallback Queue:
1. Set Team 1, or a dedicated queue containing Team 1 agents, as the fallback queue for the workstream
2. .Configure Route-to-Queue Rules: Write specific routing rules that identify complex issues and send them to T2.
3. Handling Unidentified Items: Any incoming work item that does not match the complex product criteria-or fails to match any routing rules-will automatically route to the fallback queue (Team
1).
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-queues-manage-activities-cases
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/queues-omnichannel
질문 # 60
A company uses Dynamics 365 Contact Center to handle customer interactions across multiple channels. Supervisors are responsible for monitoring active conversations and intervening when issues occur.
Supervisors report that they must switch between multiple pages to view conversations and take action, which delays response time.
The company requires supervisors to monitor conversations and take action without leaving a single interface.
You need to configure and monitor SLAs to support contact center operations.
What should you do?
정답：C
설명：
To solve this issue, you should Configure the Supervisor experience. The Supervisor experience dashboard in Dynamics 365 Contact Center is specifically designed to provide a unified, single- page interface. It allows supervisors to monitor active, real-time conversations across multiple channels and take immediate interventions (such as joining a chat or assigning a conversation) without navigating away.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/use/all-ongoing-conversations
질문 # 61
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.
정답：B,C
설명：
[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/
질문 # 62
A company has development, test, and production environments for Dynamics 365 Contact Center. The ALM strategy requires:
- Predictable, repeatable promotion of changes between environments.
- No manual reconfiguration of components after import.
- Full audit trail of what was deployed and when.
You need to recommend an approach.
What should you do?
정답：D
설명：
Application lifecycle management (ALM) best practice for Dynamics 365 Contact Center is to isolate customization in a dedicated development environment, package changes into managed solutions, and promote them through a release pipeline (Azure DevOps or Power Platform pipelines) into test and production. This provides repeatability, an audit trail, and prevents drift from manual post-import edits. Developing directly in production violates ALM principles and creates risk of untracked changes.
질문 # 63
A company is setting up Dynamics 365 Contact Center for the first time. Administrators need a single place to configure channels, routing, and agent experiences before go-live.
You need to identify where this initial configuration takes place.
What should you use?
정답：B
설명：
Dynamics 365 Contact Center is configured and administered primarily through the Copilot Service workspace (admin center), which unifies channel provisioning, routing configuration, agent setup, and analytics configuration in one experience. The Power Platform admin center manages environment-level settings (capacity, security groups) but is not where channels and routing are configured. The legacy Omnichannel Administration app is superseded by this workspace for Contact Center deployments.
질문 # 64
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