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| Section | Weight | Objectives |
|---|---|---|
| Configure work distribution and routing | 13% | - Implement workforce management
|
| Manage analytics and continuous improvement | 13% | - Configure reporting and dashboards
|
| Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Configure representative experience and productivity | 18% | - Enable productivity tools
|
| Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
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NEW QUESTION # 47
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.
Answer: B,C
NEW QUESTION # 48
A company wants to optimize how CSRs view work items in their inbox: CSRs must be able to see only high-priority cases in one view, while a second view must stay hidden from CSRs until a later rollout. You need to configure the custom inbox view to meet these requirements.
What should you do for the high-priority view?
Answer: B
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Copilot Service workspace allows administrators to create custom inbox views within an experience profile. A custom view can specify a record type, filtering criteria, sorting behavior, and whether the view is visible to representatives. Microsoft specifically provides a Representative visibility setting with Show or Hide options when configuring custom inbox views.
For the high-priority view, the administrator should create a view whose criteria restrict results to high-priority cases and make that view visible to the intended representatives. The second view can be configured in advance but remain hidden until the later rollout. At rollout time, the administrator changes the visibility rather than rebuilding the view.
This approach gives administrators controlled deployment of inbox experiences while keeping the CSR interface focused on the currently approved work views. It also avoids granting representatives unnecessary administrative privileges.
Publishing or exposing both views immediately violates the staged-availability requirement. Deleting the second view would require recreating it later and provides no deployment benefit. Granting administrator access to CSRs violates least privilege and shifts a centrally managed experience decision to individual users.
Study Guide reference: Configure the representative experience -> Configure the inbox and custom inbox views through experience profiles.
NEW QUESTION # 49
A company runs outbound campaigns that have high call volume.
The campaigns require efficient use of customer service representatives (CSRs) as well as minimizing idle time.
The dialing method must ensure that calls are automatically initiated and connected only when CSRs are available.
You need to configure the appropriate dialing method.
What should you do?
Answer: C
Explanation:
Use preview dialing mode is the correct action to take to fulfill these requirements.
In Dynamics 365 Contact Center, Preview dial mode ensures that the system only initiates and places an outbound call to a customer after a Customer Service Representative (CSR) is identified from the queue, notified, and has accepted the call request. This mechanism guarantees that a CSR is immediately available when the call connects, effectively eliminating the risk of customer dead air or dropped calls while simultaneously safeguarding agent idle time.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-proactive-engagement
NEW QUESTION # 50
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 implement programmatic control of voice interactions to enable interactions with back-office CSRs.
Which modules should you use? To answer, move the appropriate modules to the correct requirements. You may use each module 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: Presence
To ensure the accuracy of the back-office availability status when integrating a third-party CCaaS solution with the Copilot Service workspace, you must use Presence.
In Dynamics 365 Contact Center / Omnichannel, Presence defines the representative's availability status (such as Available, Busy, or custom states). When blending external CCaaS voice capabilities with the native workspace, the Presence Synchronization APIs (e.g., CCaaS_GetPresence) are utilized programmatically to update and reflect accurate agent availability in real time across both platforms, preventing overbooking.
Box 2: Conversation
You can use the Conversation component to get a Copilot summary of an ongoing voice interaction in Dynamics 365 Contact Center.In a hybrid CCaaS (Bring Your Own Carrier/Channel) deployment model-where you use a third-party voice solution alongside the Copilot Service workspace-the native Dynamics 365 Conversation component is designed to display live transcripts and Copilot AI features like real-time summaries, sentiment analysis, and next-best actions.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/use/voice-channel-agent-experience
https://learn.microsoft.com/en-us/dynamics365/guidance/reference-architectures/contact-center-dynamics-365-customer-service-enterprise
NEW QUESTION # 51
A company plans to deploy a new customized voice channel from development to test. The voice channel customizations include skills-based routing and a Copilot Studio voice agent.
The deployment package must:
- Include only the components needed for the release.
- Support controlled import into downstream environments.
You need to prepare to release the voice channel and all supported parts.
What should you do?
Answer: D
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
A managed solution is the correct deployment artifact for moving approved Dynamics 365 Contact Center components from development into downstream environments. Microsoft's Contact Center ALM guidance follows the Dataverse solution model: development is performed in an unmanaged solution, which is then exported as a managed solution for test, UAT, and production. Managed solutions provide controlled component ownership and reduce unintended direct customization in target environments.
This scenario also contains configuration-oriented elements such as skills-based routing and a Copilot Studio voice agent. Contact Center deployments frequently require a combination of solution components and configuration data. Microsoft's official ALM guidance explicitly identifies channel configuration, routing configuration, and Copilot Studio agents as objects that must be promoted through controlled environment-management processes. Copilot Studio agents must be included in a Dataverse solution and promoted through solution export/import rather than simply being published independently in each environment.
A release pipeline further provides repeatability and sequencing, while direct copying, unmanaged downstream customization, or manual recreation undermines governed ALM.
Study Guide reference: Deploy Dynamics 365 Contact Center -> Create solutions for Dynamics 365 Contact Center deployments; Configure ALM for Dynamics 365 Contact Center deployments.
NEW QUESTION # 52
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