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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Channels | 30-35% | - Configure customer engagement channels
|
| Topic 2: Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Topic 3: Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Topic 4: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Topic 5: Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
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NEW QUESTION # 18
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 currently operates multiple outdated CCaaS platforms across its divisions.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 currently uses an outdated telephony system integrated with a third-party CRM.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The company plans to replace the outdated system with Dynamics 365 Contact Center and Microsoft Teams Phone functionality.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.
Drag and Drop Question
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:
Explanation:
Box 1: Real-time Speech agent
Use the Real-time Speech agent configuration to handle streaming speech recognition and live response generation during phone calls.
Real-time Speech agent manages low-latency audio streaming, continuous voice activity, barge- in support, and real-time conversation flow.
Managed inside Microsoft Copilot Studio under voice-enabled agent settings.
Box 2: NLU in Copilot Studio
To configure intent-based journey orchestration in a Dynamics 365 Contact Center voice interaction environment, you should use NLU in Copilot Studio.
Intent Recognition & Extraction: Microsoft Copilot Studio provides the Natural Language Understanding (NLU/NLU+) models necessary to process interactive voice response (IVR) capabilities.
Dynamic Conversational Flow: It interprets user intent dynamically during voice calls, extracting meaning to choose the best topics, workflows, or actions.
Voice Capabilities: Copilot Studio directly handles speech and dual-tone multi-frequency (DTMF) inputs, orchestrating the caller's self-service journey before escalating or routing the call when needed.
Reference:
https://learn.microsoft.com/en-us/microsoft-copilot-studio/voice-configuration
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-bot-virtual-agent
NEW QUESTION # 19
Legal requires that all voice conversations be recorded, transcribed, and made searchable, and that non-English calls be understandable to English-speaking supervisors reviewing them later.
You need to configure the voice channel to meet these requirements.
What should you configure? (Choose two.)
Answer: C,D
Explanation:
Call recording and transcription satisfies the requirement to record and make conversations searchable. Real-time translation allows conversations in other languages to be rendered in a language supervisors and representatives understand. Custom presences control representative availability states, and quick replies are canned text responses - neither addresses recording or translation requirements.
NEW QUESTION # 20
A company uses Dynamics 365 Contact Center to handle incoming interactions.
Customer service representatives (CSRs) report that when a new work item arrives, they cannot determine the type or context of the request until after accepting it.
CSRs must be able to determine key details about work items before accepting them to decide how to handle the interactions.
You need to configure how work items appear to CSRs.
What should you do?
Answer: B
Explanation:
To display specific key details about incoming work items to customer service representatives (CSRs) before they accept a conversation, you need to customize the Notification Fields inside a Notification Template using Slugs.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/notification-templates
NEW QUESTION # 21
A company plans to improve its customer experience.
The company must be able to collect information from its customers before a conversation starts and pass values to the client application.
You need to configure the chat channels 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: A,C
Explanation:
[C]
To achieve this in Dynamics 365 Contact Center, you should use the setContextProvider API.
Pre-chat data handling: The setContextProvider API is specifically designed to pass custom context and information collected before a chat session starts directly to the conversation context in Dynamics 365.
Passing values: It allows the client-side widget to feed variables (like account numbers, user preferences, or authentication tokens) straight to the agent's workspace.
[E]
Configuring pre-chat questions is exactly how you achieve this in Dynamics 365 Contact Center.
Pre-chat surveys allow you to collect essential customer details-such as account numbers, email addresses, or the reason for the interaction-before a live chat or digital messaging session begins.
Key Capabilities:
Data Transfer: The collected values are automatically securely passed into the Dynamics 365 client application.
Agent Context: The responses populate the agent's active conversation pane, providing immediate context without making the customer repeat themselves.
Automated Routing: You can use these pre-chat answers to feed into unified routing rules, ensuring the conversation lands with the most qualified agent or queue.
Incorrect:
[Not A]
Macros are used after a conversation has already reached an agent. They automate repetitive agent actions within the application-like opening a form or updating a record-but they cannot collect pre-chat info from the customer's portal.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-chat-widget
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-pre-chat-survey
NEW QUESTION # 22
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?
Answer: D
Explanation:
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.
NEW QUESTION # 23
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