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| Section | Weight | Objectives |
|---|---|---|
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Configure Users, Security, and Work Distribution | - Manage operational settings
|
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NEW QUESTION # 81
Case Study 1 - Fabrikam, Inc
Background
Fabrikam, Inc. is a mid-sized global company that provides outsourced customer support services for retail and telecommunications clients. The company operates multiple regional contact centers. Fabrikam, Inc. is transitioning to a unified cloud-based platform by implementing Microsoft Dynamics 365 Contact Center.
The goal is to improve customer satisfaction, reduce average handling time, and increase workforce productivity while enabling AI-assisted customer interactions.
Fabrikam, Inc. has an established Microsoft ecosystem, including Microsoft Azure and Microsoft Power Platform. The company requires that all implementations follow best practices for scalability, maintainability, and governance, while aligning with internal governance and security standards.
Current environment
Contact Center infrastructure
- Fabrikam, Inc. currently uses an outdated on-premises telephony system that does NOT integrate with modern CRM systems.
- The company is migrating to Dynamics 365 Contact Center to support voice-based interactions.
- Azure resources are centrally managed by the IT team.
- Azure Application Insights is provisioned but not yet connected to any contact center workload.
- Microsoft Entra ID is used for identity and access management.
Application lifecycle management (ALM)
- The company maintains separate development, test, and production environments in Microsoft Dataverse.
- Solutions are deployed as managed or unmanaged depending on the environment.
- Configuration data must be moved between environments without manual recreation.
- The IT team requires repeatable and governed deployment processes.
Users and roles
- Customer service representatives (CSRs) handle inbound customer calls.
- Supervisors monitor performance and manage workforce scheduling.
- Administrators configure and maintain the system.
- Roles are defined for CSRs, supervisors, and administrators, but permissions are not consistently enforced.
- Access must be restricted based on user responsibilities to enforce least privilege.
Business requirements
Voice channel
- Customers must be able to contact customer support through an inbound voice channel.
- Incoming calls must be routed to available CSRs based on predefined criteria.
- Customer input must be collected through an automated interaction before routing.
- Some inquiries must be resolved without involving a human representative.
- When escalation is required, CSRs must receive relevant information collected earlier in the interaction.
Workforce management (WFM)
- Supervisors must define shifts and assign schedules for CSRs.
- CSRs must receive interactions during their scheduled shifts only.
- Some shifts must allow for times that do NOT accept phone calls.
- WFM capabilities must be enabled within the contact center solution.
AI and automation
- The solution must support AI-driven capabilities to handle frequently asked customer questions.
- The system must support generative AI for natural, conversational interactions.
- When an issue cannot be resolved automatically, escalation paths must be defined.
Routing and work assignment
- Customer interactions must be managed through a structured process to ensure consistent handling.
- Information collected during the voice agent interactions must be available to CSRs.
- CSRs must be assigned to handle interactions based on their expertise.
Analytics and monitoring
- The company must monitor conversation performance and identify and troubleshoot issues affecting customer experience.
- The solution must provide detailed diagnostic information to support troubleshooting across the interaction lifecycle.
- Supervisors must be able to analyze interaction quality and identify trends and bottlenecks.
Technical requirements
Voice channel configuration
- Dynamics 365 Contact Center must be used to support voice-based customer interactions.
- The solution must support inbound calling through configured phone numbers.
- Voice interactions must be routed in a way that follows best practices for scalability and consistent performance.
IVR and voice agents
- IVR flows must support both naturally spoken input and keypad input.
- Voice agents must be configured by using Copilot Studio.
- AI agents must be able to retrieve customer data from backend systems when needed.
Security and access
- Access must be restricted based on user responsibilities and follow the principle of least privilege.
- CSRs must access records relevant to only the interactions they handle.
- Supervisors must have visibility into CSR performance and schedules.
- Administrators must have full access to configure and manage the solution.
ALM and deployment
- Production deployments must use managed solutions.
- Configuration data must be moved between environments by using supported tools and without manual recreation.
- Deployment processes should be automated to ensure consistency and reliability.
Issues
- The current system lacks integration between voice interactions and CRM systems.
- CSRs receive calls outside of their scheduled shifts.
- Fabrikam, Inc. has no consistent process for deploying configurations across environments.
- AI capabilities are underused, resulting in increased interaction volumes.
- Some customers interact from a noisy environment, which makes it difficult for CSRs and agents to serve them efficiently.
- Supervisors lack visibility into detailed conversation diagnostics.
- Access permissions are not consistently aligned with user responsibilities, causing access inconsistencies.
Hotspot Question
You need to configure inbound voice functionality and ensure that calls are routed to the appropriate CSR based on predefined criteria.
How should you perform the configurations? To answer, select the appropriate components in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Add a voice channel to the workstream
To set up inbound call entry and route incoming phone calls in a Dynamics 365 Contact Center environment, you should add a voice channel to the workstream.
Inbound Voice Setup Steps
1. Create a workstream: Set up a unified routing workstream configured for the voice channel type.
2. Add a voice channel: Associate your acquired or synced phone number (such as via Azure Communication Services or Teams Phone) directly within that workstream to enable inbound call processing.
3. Configure routing rules: Define the specific criteria and assign incoming interactions to the appropriate queues and Customer Service Representatives (CSRs).
Box 2: Create a workstream
Create a workstream is the primary voice setup used for call distribution configuration, serving as the container where work routing rules, language, and IVR behaviors are defined for inbound calls.
Call Distribution Setup Details
Workstream creation: Defines the operating environment, channel type (voice), and overall routing setup.
Routing rules: Directs incoming interactions from the workstream to the correct queues based on predefined criteria.
Queue configuration: Holds the service representatives (CSRs) assigned to handle specific work items after the workstream routing logic evaluates them.
Box 3: Configure an assignment method.
To ensure that calls are routed to the appropriate customer service representative (CSR) based on predefined criteria, you must configure an assignment method.
In Dynamics 365 Contact Center (and Omnichannel for Customer Service), assignment methods determine how conversations-including inbound voice interactions-are allocated to agents within a queue based on rules like capacity, availability, or matching skills.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-teams-phone-in-voice-channel
https://learn.microsoft.com/en-us/training/modules/configure-voice-channel-contact-center/
NEW QUESTION # 82
Case Study 1 - Fabrikam, Inc
Background
Fabrikam, Inc. is a mid-sized global company that provides outsourced customer support services for retail and telecommunications clients. The company operates multiple regional contact centers. Fabrikam, Inc. is transitioning to a unified cloud-based platform by implementing Microsoft Dynamics 365 Contact Center.
The goal is to improve customer satisfaction, reduce average handling time, and increase workforce productivity while enabling AI-assisted customer interactions.
Fabrikam, Inc. has an established Microsoft ecosystem, including Microsoft Azure and Microsoft Power Platform. The company requires that all implementations follow best practices for scalability, maintainability, and governance, while aligning with internal governance and security standards.
Current environment
Contact Center infrastructure
- Fabrikam, Inc. currently uses an outdated on-premises telephony system that does NOT integrate with modern CRM systems.
- The company is migrating to Dynamics 365 Contact Center to support voice-based interactions.
- Azure resources are centrally managed by the IT team.
- Azure Application Insights is provisioned but not yet connected to any contact center workload.
- Microsoft Entra ID is used for identity and access management.
Application lifecycle management (ALM)
- The company maintains separate development, test, and production environments in Microsoft Dataverse.
- Solutions are deployed as managed or unmanaged depending on the environment.
- Configuration data must be moved between environments without manual recreation.
- The IT team requires repeatable and governed deployment processes.
Users and roles
- Customer service representatives (CSRs) handle inbound customer calls.
- Supervisors monitor performance and manage workforce scheduling.
- Administrators configure and maintain the system.
- Roles are defined for CSRs, supervisors, and administrators, but permissions are not consistently enforced.
- Access must be restricted based on user responsibilities to enforce least privilege.
Business requirements
Voice channel
- Customers must be able to contact customer support through an inbound voice channel.
- Incoming calls must be routed to available CSRs based on predefined criteria.
- Customer input must be collected through an automated interaction before routing.
- Some inquiries must be resolved without involving a human representative.
- When escalation is required, CSRs must receive relevant information collected earlier in the interaction.
Workforce management (WFM)
- Supervisors must define shifts and assign schedules for CSRs.
- CSRs must receive interactions during their scheduled shifts only.
- Some shifts must allow for times that do NOT accept phone calls.
- WFM capabilities must be enabled within the contact center solution.
AI and automation
- The solution must support AI-driven capabilities to handle frequently asked customer questions.
- The system must support generative AI for natural, conversational interactions.
- When an issue cannot be resolved automatically, escalation paths must be defined.
Routing and work assignment
- Customer interactions must be managed through a structured process to ensure consistent handling.
- Information collected during the voice agent interactions must be available to CSRs.
- CSRs must be assigned to handle interactions based on their expertise.
Analytics and monitoring
- The company must monitor conversation performance and identify and troubleshoot issues affecting customer experience.
- The solution must provide detailed diagnostic information to support troubleshooting across the interaction lifecycle.
- Supervisors must be able to analyze interaction quality and identify trends and bottlenecks.
Technical requirements
Voice channel configuration
- Dynamics 365 Contact Center must be used to support voice-based customer interactions.
- The solution must support inbound calling through configured phone numbers.
- Voice interactions must be routed in a way that follows best practices for scalability and consistent performance.
IVR and voice agents
- IVR flows must support both naturally spoken input and keypad input.
- Voice agents must be configured by using Copilot Studio.
- AI agents must be able to retrieve customer data from backend systems when needed.
Security and access
- Access must be restricted based on user responsibilities and follow the principle of least privilege.
- CSRs must access records relevant to only the interactions they handle.
- Supervisors must have visibility into CSR performance and schedules.
- Administrators must have full access to configure and manage the solution.
ALM and deployment
- Production deployments must use managed solutions.
- Configuration data must be moved between environments by using supported tools and without manual recreation.
- Deployment processes should be automated to ensure consistency and reliability.
Issues
- The current system lacks integration between voice interactions and CRM systems.
- CSRs receive calls outside of their scheduled shifts.
- Fabrikam, Inc. has no consistent process for deploying configurations across environments.
- AI capabilities are underused, resulting in increased interaction volumes.
- Some customers interact from a noisy environment, which makes it difficult for CSRs and agents to serve them efficiently.
- Supervisors lack visibility into detailed conversation diagnostics.
- Access permissions are not consistently aligned with user responsibilities, causing access inconsistencies.
Drag and Drop Question
You need to ensure that CSRs receive calls during their scheduled working hours only.
How should you perform the configurations? To answer, move the appropriate features to the correct requirements. You may use each feature 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: Enable shift-based routing that uses activity types
To prevent call assignment outside of defined working schedules in Dynamics 365 Contact Center, you should enable shift-based routing that uses activity types.
Shift Activity Types control availability: Under this model, the unified routing engine references specific shift activity types tied to a customer service representative's (CSR) schedule.
Assignable vs. Non-Assignable Statuses: Activities within a shift plan are explicitly categorized as either Assignable (e.g., standard phone support) or Non-Assignable (e.g., breaks, lunch, or training).
If a CSR is outside their scheduled shift or on a designated non-assignable activity block, the routing engine recognizes this in real time and automatically prevents new work items or voice calls from being routed to them.
Box 2: Configure the CSR calendar for channel-based availability
Configure the CSR calendar for channel-based availability aligns with setting up agent calendar/schedules in unified routing.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-routing-on-agent-calendar
NEW QUESTION # 83
A company plans to use quality evaluation for CSR performance, needing automatic evaluation of conversations based on predefined conditions, plus measurable scoring for evaluating CSRs through the Quality Evaluation Agent. You need to configure the evaluation process.
What should you configure for the automatic, condition-based evaluation?
Answer: C
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Dynamics 365 Contact Center quality evaluation uses an evaluation framework composed of evaluation criteria, evaluation plans, and evaluation results. Evaluation criteria define what is assessed, including questions, answer options, scoring logic, weighting, and evaluator instructions. Evaluation plans determine which interactions should be evaluated and under what conditions.
For automatic condition-based evaluation, supervisors configure evaluation criteria and then use an evaluation plan to identify conversations that satisfy defined conditions. When the plan runs, the Quality Evaluation Agent evaluates the qualifying conversations, generates predicted responses with reasoning, and calculates measurable quality scores. Microsoft explicitly documents weighted and equal-distribution scoring models, enabling organizations to quantify performance consistently rather than relying on subjective manual review.
Manual spot checking cannot provide scalable, systematic coverage. A static training checklist provides guidance but does not automatically evaluate live or completed interactions. Knowledge article review is unrelated to representative conversation-quality measurement.
The correct design therefore combines defined evaluation criteria with automated evaluation rules/plans so qualifying conversations are scored consistently by the Quality Evaluation Agent.
Study Guide reference: Manage analytics for Dynamics 365 Contact Center -> Configure Quality Evaluation Agent, evaluation criteria, evaluation plans, and scoring.
NEW QUESTION # 84
You need to optimize voice interaction performance based on the voice agent configuration requirements.
Which features should you configure? To answer, move the appropriate features to the correct requirements. You may use each feature 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:
NEW QUESTION # 85
A company wants Copilot to read the correct data so it can generate summaries that include specific business fields such as priority, resolution details, and customer impact, but summaries currently do not consistently include this information. You need to configure Copilot to read the correct data and include the required fields in summaries.
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:
Copilot case and custom-record summarization uses an administrator-defined data configuration to determine which record information is supplied to the summarization process. Microsoft provides a Specify data step in the summary configuration wizard where administrators explicitly select the record types, relationships, and fields that Copilot should consider when generating the summary.
For example, Microsoft documents fields such as Customer, Case Title, Description, Product, Priority, Case Notes, and Conversation Summary as inputs that can participate in a case summary. Administrators can add further supported 1-to-1 and related-record mappings so that relevant business information is made available to Copilot.
Consequently, if priority, resolution information, and customer impact must consistently influence the generated output, those fields must be included in the summarization data configuration. Changing how a field appears visually on a form has no effect on what the summarization model receives. Renaming a form label likewise does not expose additional underlying data. Disabling Copilot defeats the automation objective rather than correcting the input configuration.
Study Guide reference: Configure agents and AI capabilities -> Configure Copilot summarization -> Configure record types and data fields used by summaries.
NEW QUESTION # 86
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