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| Section | Weight | Objectives |
|---|---|---|
| Manage analytics and continuous improvement | 13% | - Configure reporting and dashboards
|
| Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Configure agents and AI capabilities | 13% | - Implement AI-powered self-service agents
|
| Configure work distribution and routing | 13% | - Implement workforce management
|
| Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
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NEW QUESTION # 96
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- Fabrikam, Inc. currently uses an outdated on-premises telephony system that does NOT integrate with modern CRM systems.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 design AI-driven interactions based on the voice channel business requirements.
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: Intent-based interaction flow
An Intent-based interaction flow is the setup that directly addresses the problem of automatically resolving common inquiries.
Automatic Resolution: This setup uses Natural Language Processing (NLP) to understand what the caller wants (their "intent") and matches it to pre-configured bot topics. For common inquiries like "What is my order status?" or "How do I reset my password?", the AI agent can complete the task and resolve the issue without human intervention.
Self-Service Efficiency: It acts as an advanced, conversational IVR (Interactive Voice Response) that deflects high-volume, repetitive calls away from your human agents.
Box 2: Context variable configuration
To share previously collected information with downstream interactions in a Dynamics 365 Contact Center AI voice environment, you should use Context variable configuration.
To ensure that downstream components (like Azure Health Bot, Copilot Studio, or routing engines) can read what the initial voice agent collected, you must first define and map Context Variables.
Context variables act as the storage containers for the data.
Escalation context transfer is simply a mechanism that delivers those containers to a human agent. Without configuring the context variables first, the escalation transfer would have no data to pass.
Box 3: Escalation with context transfer
You should use escalation with context transfer.
In a Dynamics 365 Contact Center environment, passing collected interaction data from an AI- driven Voice channel (such as a Copilot Studio voice agent) to a live human representative is natively handled via contextual transfers.
Eliminates Customer Repetition: When the AI agent escalates the call, the entire conversational history, collected customer details, intent, and progress transfer intact.
Automatic Record Linking: Context variables passed during the escalation allow the routing engine to automatically identify and link customer profiles or existing cases.Live Transcript Availability: Once a live representative accepts the call, the complete transcript of the AI agent's voice conversation is populated directly onto their conversation widget dashboard.
Scenario: 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.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/set-up-voice-agents-to-use-intents
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/context-variables-for-bot
https://learn.microsoft.com/en-us/dynamics365/customer-service/develop/bot-escalate-end-conversation
NEW QUESTION # 97
Hotspot Question
A company uses Dynamics 365 Customer Service.
Customer service representatives (CSRs) use scripts to guide conversations.
The company requires the following for scripts for new conversations:
- Display customer data automatically within script instructions.
- Ensure CSRs follow a predetermined script sequence.
You need to configure the script behavior to meet the requirements.
Which action should you perform for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Configure a slug
To display customer data automatically inside agent script instructions for new conversations in Dynamics 365 Customer Service, you need to use slugs (replacement parameters) within your text-based agent script steps and bind them via session templates.
Box 2: Define script step order
Set the Pre-determined Step Sequence
The order in which you sort your individual script steps determines the strict display sequence the CSR sees on screen.
1. In the newly created script, go to the Agent Script Steps sub-grid and click + New Agent Script Step.
2. Define each step with these key components:
Name & Title: Short, clear text for the agent to read.
Order: Integer values (e.g., 1, 2, 3). This is critical; Dynamics 365 enforces the chronological flow based entirely on this field.
Action Type: Choose between Text (talking points/questions), Macro (automated CRM actions like creating a case), or Script (branches out to a secondary sub-script if needed).
3. Repeat this process until your complete conversation sequence is constructed. CSRs will interact with these by checking them off using the Mark as done icon to move cleanly from step to step.
Reference:
https://community.dynamics.com/blogs/post/?postid=21f00839-1e73-433d-ad26-2c98f4f42442
NEW QUESTION # 98
Leadership wants a custom KPI - first-contact resolution rate by region - added to the out-of-the- box analytics dashboard, which isn't available by default.
You need to recommend an approach.
What should you do?
Answer: A
Explanation:
The embedded Power BI editor within the Copilot Service workspace analytics reports allows administrators to customize and add KPIs such as a custom first-contact resolution rate by region, without waiting on a Microsoft-delivered report or resorting to manual, non-integrated reporting.
NEW QUESTION # 99
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: C
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 # 100
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: A,C
NEW QUESTION # 101
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