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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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질문 # 74
A company uses a third-party CRM as its primary system.
Customer service representatives must use Dynamics 365 Contact Center features without leaving the CRM system.
You need to set up Contact Center to meet the requirement.
What should you do?
정답：C
설명：
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Embedded Dynamics 365 Contact Center is specifically designed for organizations that retain a non-Microsoft CRM while exposing Dynamics 365 Contact Center interaction capabilities directly inside that CRM experience. Microsoft provides an embedded conversation widget that can be placed in a non-Microsoft CRM or compatible web application, allowing representatives to handle voice or digital conversations without switching to a separate Dynamics application.
This is distinct from Dynamics 365 Channel Integration Framework. Channel Integration Framework primarily enables external communication providers-particularly third-party telephony systems-to integrate into Dynamics 365 model-driven applications. In this scenario, the direction is reversed: the organization wants Dynamics 365 Contact Center functionality inside its existing third-party CRM. Therefore, embedded Contact Center mode is the architectural match.
Synchronizing data from a third-party CCaaS platform would not itself provide the Dynamics conversation interface within the CRM and does not meet the requirement for representatives to conduct Contact Center interactions without leaving their primary application.
Study Guide reference: Deploy Dynamics 365 Contact Center -> Configure embedded Dynamics 365 Contact Center mode; configure and extend connectors for Dynamics 365 Contact Center.
질문 # 75
For this question, refer to the Fabrikam, Inc. case study. You need to ensure that CSRs receive calls during their scheduled working hours only.
How should you perform the configuration?
정답：A
설명：
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Shift-based routing is designed precisely for this requirement. Dynamics 365 Contact Center can use workforce-management bookings when determining whether an individual CSR is eligible for an assignment. Microsoft states that unified routing can use shift bookings created in Dynamics 365 or imported from a non-Microsoft workforce-management solution and assign conversations only during periods in which the representative is scheduled for working-type activities.
This distinction is important because the requirement concerns individual representative schedules, not whether the entire voice channel is available. Customers may still need to reach IVR functionality or self-service outside a particular CSR's working hours. Disabling the voice channel would incorrectly block those customer journeys.
Queue priority affects the relative order of work but does not tell the assignment engine whether a representative is currently scheduled. Likewise, channel operating hours apply at the service/channel level rather than representing each CSR's workforce schedule.
Integrating WFM shifts with routing therefore allows Contact Center to evaluate the actual CSR schedule during assignment and exclude the CSR whenever that person is outside a scheduled working interval.
Study Guide reference: Configure work distribution -> Configure Workforce Management and shift-based routing using representative schedules.
질문 # 76
Drag and Drop Question
A company plans to use quality evaluation for customer service representative (CSR) performance.
The company requires the following:
- Automatic evaluation of conversations based on predefined conditions
- Measurable scoring for evaluating CSRs by the Quality Evaluation
Agent
You need to configure the evaluation process.
Which actions should you perform? To answer, move the appropriate configurations to the correct requirements. You may use each configuration 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.
정답：
설명：
Explanation:
Box 1: Configure evaluation plans
To automatically evaluate customer service representative (CSR) performance based on predefined conditions in Dynamics 365 Contact Center, you must configure an Evaluation Plan tied to the Quality Evaluation Agent (QEA). This framework uses AI to autonomously trigger, review, and score conversations against your specific business benchmarks without human intervention.
Box 2: Define evaluation criteria
To configure measurable scoring for evaluating customer service representatives (CSRs) using the Quality Evaluation Agent in Dynamics 365 Contact Center, you must set up the core Evaluation Framework components. This system moves past manual spot-checking by utilizing specific scoring rules, question formats, and mathematical weightings.
Step 1: Enable the Global Scoring Metric
When initializing the agent, you must definitively lock in the baseline evaluation numerical system:
1. Navigate to the Copilot Service Admin Center and select Quality Management.
2. Click Manage next to the Quality Evaluation Agent
*-> 3. Under the global settings, look for the Evaluation criteria score toggle.
4. Turn this setting On to establish a numeric scoring scale from 0 to 100.
5. Under the Conversations record type, ensure the box is checked to target contact center interactions. You can optionally set a specific score threshold (e.g., 80) to instantly flag underperforming "bad" evaluations for human supervisors.
Reference:
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave2/service/dynamics365-contact-center/configure-quality-evaluation-quality-evaluation-agent)
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave2/service/dynamics365-contact-center/configure-quality-evaluation-quality-evaluation-agent
질문 # 77
A healthcare company must ensure that credit card numbers and national ID numbers typed by customers in chat never appear in plain text to representatives or in stored transcripts.
You need to configure this protection.
What should you do?
정답：D
설명：
Sensitive data masking automatically detects and redacts patterns such as payment card numbers and government ID numbers in real time within the conversation and in stored transcripts, without relying on customer behavior or removing transcript functionality altogether (which would harm quality and compliance review).
질문 # 78
A company uses separate development, test, and production environments for Dynamics 365 Contact Center.
The company plans to move approved customizations downstream by using a repeatable ALM process. The process must package the changes and restrict direct editing in target environments.
You need to package Contact Center customizations for the deployment process.
Which action should you perform for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each action 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.
정답：
설명：
질문 # 79
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