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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
| |
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
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NEW QUESTION # 30
A company wants its analytics reports to include additional insights, with the reports carrying additional data, custom calculations, and enhanced visuals. You need to extend the reports.
What should you do?
Answer: A,B,C
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
The requirement spans three different report-extension layers: presentation, calculations, and data modeling. Customizing report visuals addresses the presentation layer by allowing analysts to add or modify charts, tables, layouts, pivots, filters, and report pages. Microsoft supports this directly through the embedded Power BI editor and customized Power BI reports.
Calculated columns or measures provide organization-specific calculations that are not already present in the supplied analytics model. Microsoft supports extending a local Power BI model and writing DAX logic for custom metrics while retaining the standard Contact Center measures.
For scenarios requiring additional tables, relationships, fields, or external information, the Power BI data model itself must be extended. Microsoft's data-model customization capability provisions customizable report/model assets in a customer Microsoft Fabric workspace and supports combining Dynamics 365 analytics with additional organizational data.
Automatic page refresh solves a different requirement: data freshness for compatible real-time reports. It does not add new insight, new fields, custom calculations, or enhanced visualization logic.
Study Guide reference: Manage analytics for Dynamics 365 Contact Center -> Extend analytics through report customization and Power BI data-model customization.
NEW QUESTION # 31
Drag and Drop Question
A company uses Workforce management forecasting.
The company requires forecast staffing based on historical interaction data.
You need to configure a forecast scenario.
Which four 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.
Answer:
Explanation:
Explanation:
Step 1: Create a forecast scenario
You first initialize the scenario configuration and apply your parameters (such as the specific historical channels, date ranges, and granularity).
Step 2: Set forecast parameters
Step 3: Run the forecast
You must execute (run) the calculation engine before you can look at and analyze the final staffing predictions.
Step 4: Review forecast results
Incorrect:
Validation Skip: Select comparison data for scenario validation is typically a part of adjusting advanced validation settings or comparing manual tweaks, but it is not one of the four core sequential steps required to generate and complete a standard historical baseline forecast run.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/use/workforce-management-forecast-scenarios
NEW QUESTION # 32
A company supports multiple communication channels. Customer service representatives (CSRs) handle multiple work items concurrently based on configured workload limits.
The company must be able to control how CSRs handle workload across channels.
The solution must:
- Limit how much work a CSR can handle at the same time.
- Prevent CSRs from receiving new work items until their conversations are closed.
You need to configure workload management for the CSRs.
How should you configure the workloads? 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 bat between panes or scroll to view content. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 33
A company is designing an IVR solution.
The solution must enable the system to:
- Process natural language requests that are NOT predefined.
- Route calls by using predefined menu options.
You need to configure orchestration methods for the system.
How should you configure the solution? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 34
You need to deploy configuration changes across environments based on the technical requirements.
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.
Answer:
Explanation:
NEW QUESTION # 35
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