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| Section | Objectives |
|---|---|
| Measure and improve customer experience analytics | - Use insights to improve service quality - Analyze contact center performance metrics |
| Optimize agent productivity using Copilot and automation | - Use Copilot for response generation and summarization - Configure workflow automation for service operations |
| Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
| Design AI-enabled contact center experiences | - Configure Dynamics 365 Customer Service capabilities - Implement AI-assisted agent experiences with Copilot |
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NEW QUESTION # 65
A company uses security roles to ensure that its customer service representatives (CSRs) have access only to the features and data required to perform their duties.
However, default roles currently grant excessive permissions to CSRs.
The company requires that access be limited as follows:
- Reduce permissions to just the features and data that are required for each CSR role.
- Allow non-administrators to assign roles to CSRs without full system access.
You need to configure the minimal security access for each requirement.
Which action should you perform first 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.
Answer:
Explanation:
NEW QUESTION # 66
A company plans to improve its customer experience.
The company must be able to collect information from its customers before a conversation starts and pass values to the client application.
You need to configure the chat channels to meet the requirements.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: D,E
Explanation:
[C]
To achieve this in Dynamics 365 Contact Center, you should use the setContextProvider API.
Pre-chat data handling: The setContextProvider API is specifically designed to pass custom context and information collected before a chat session starts directly to the conversation context in Dynamics 365.
Passing values: It allows the client-side widget to feed variables (like account numbers, user preferences, or authentication tokens) straight to the agent's workspace.
[E]
Configuring pre-chat questions is exactly how you achieve this in Dynamics 365 Contact Center.
Pre-chat surveys allow you to collect essential customer details-such as account numbers, email addresses, or the reason for the interaction-before a live chat or digital messaging session begins.
Key Capabilities:
Data Transfer: The collected values are automatically securely passed into the Dynamics 365 client application.
Agent Context: The responses populate the agent's active conversation pane, providing immediate context without making the customer repeat themselves.
Automated Routing: You can use these pre-chat answers to feed into unified routing rules, ensuring the conversation lands with the most qualified agent or queue.
Incorrect:
[Not A]
Macros are used after a conversation has already reached an agent. They automate repetitive agent actions within the application-like opening a form or updating a record-but they cannot collect pre-chat info from the customer's portal.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-chat-widget
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-pre-chat-survey
NEW QUESTION # 67
A company is in the first phase of the Contact Center rollout. The company does NOT plan to include agentic capabilities.
The company must reduce manual steps for customer service representatives (CSRs) during case handling.
The company requires that case fields automatically update while a CSR works on a case. In addition, CSRs must be able to perform multiple steps from a single trigger.
You need to configure automation.
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:
NEW QUESTION # 68
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 # 69
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.
A company has a custom portal.
The company requires secure customer identity validation before a chat begins.
You need to ensure secure authentication.
Solution: Use pre-chat survey responses combined with session variables to infer user identity.
Does the solution meet the goal?
Answer: B
Explanation:
Correct:
* Pass a signed token from an external identity provider during chat initialization Passing a signed JSON Web Token (JWT) from an external identity provider during chat initialization is the correct approach to secure customer identity validation in Dynamics 365 Contact Center.
Token Creation: Your external identity provider generates a signed JWT when the user logs into your custom portal.
Public Key URL: You configure an authentication setting in Dynamics 365 with your public key URL so the system can verify the token's signature Client-Side Function: A JavaScript client function retrieves the token on widget load.
Initialization: The chat widget uses the token during startup to pass context and establish an authenticated user session instead of an anonymous one.
Incorrect:
* Allow anonymous chat sessions
* Configure chat authentication by using Microsoft Entra ID.
* Use pre-chat survey responses combined with session variables to infer user identity.
Reference:
https://community.dynamics.com/forums/thread/details/?threadid=71c0f82e-0ff1-ee11-904c-6045bda7c23b
NEW QUESTION # 70
......
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