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| Section | Objectives |
|---|---|
| Design AI-enabled contact center experiences | - Configure Dynamics 365 Customer Service capabilities - Implement AI-assisted agent experiences with Copilot |
| Optimize agent productivity using Copilot and automation | - Use Copilot for response generation and summarization - Configure workflow automation for service operations |
| Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
| Knowledge and case management with AI | - Implement case routing and automation rules - Configure knowledge base for agent assistance |
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106. Frage
A company uses Dynamics 365 Contact Center, and customer service representatives (CSRs) across different departments experience inconsistent session behavior while using the system. The company wants consistent session behavior across all CSRs. You need to standardize behavior across departments.
What should you assign?
Antwort: C
Begründung:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
A session template controls how a representative session behaves when a work item is accepted. Microsoft defines a session template as a reusable combination of session attributes and application-tab information. It determines the session experience, including which application opens as the anchor tab and which additional application tabs are automatically opened when the session begins.
Because the requirement specifically concerns inconsistent session behavior, assigning the same session template across the relevant workstreams or representative scenarios standardizes what occurs when sessions start. This produces predictable behavior regardless of the department handling the interaction.
An application tab template defines an individual application that can appear inside a session, but it does not define the complete session behavior. A capacity profile controls concurrent workload and representative capacity, not workspace behavior. An experience profile governs a broader collection of representative-experience settings, including productivity tools, inbox, channels, and other features; however, the direct mechanism for standardizing session startup behavior is the session template.
Study Guide reference: Configure the Dynamics 365 Contact Center representative experience -> Configure session templates and application tab templates.
107. Frage
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.
Antwort:
Begründung:
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
108. Frage
You need to provide a solution for supervisors to monitor operations based on the technical requirements.
Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
Antwort: A,B
Begründung:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
The case requires supervisors to have both immediate operational visibility and retrospective performance insight. Real-time dashboards satisfy the first requirement by exposing current Contact Center conditions such as active interactions, queue backlog, representative availability, service levels, abandonment, and other time-sensitive KPIs. Microsoft describes real-time analytics as providing supervisors with continuously changing operational metrics so they can make immediate decisions during the working day.
Historical analytics provides the complementary long-term perspective. It allows supervisors and service managers to analyze previous conversation volumes, representative performance, handling patterns, channel trends, and other historical metrics. Microsoft distinguishes historical analytics as the appropriate capability for identifying patterns and supporting strategic improvement over time.
SLA metrics may be useful within service operations but do not provide the complete monitoring architecture required by the case. Supervisor actions such as monitor or transfer enable intervention in individual live conversations but do not supply the historical trend analysis explicitly required.
Together, real-time dashboards and historical analytics provide the operational and analytical coverage specified in the case study.
Study Guide reference: Manage analytics for Dynamics 365 Contact Center -> Configure real-time analytics, historical analytics, and supervisor monitoring capabilities.
109. Frage
You need to ensure that CSRs can receive calls and view customer data in the first phase of the project.
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:
110. Frage
A company uses Dynamics 365 Customer Service with Workforce management and shift-based routing enabled.
Customer service representatives (CSRs) at the company must receive work only during scheduled working hours. They must NOT receive work during breaks within a shift.
You need to configure routing eligibility.
How should you complete each configuration? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Antwort:
Begründung:
111. Frage
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