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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Topic 2: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Topic 3: Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Topic 4: Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Topic 5: Implement Channels | 30-35% | - Configure customer engagement channels
|
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NEW QUESTION # 73
A company must be able to monitor campaign success and customer service representative performance during proactive engagement campaigns.
You need to configure the monitoring capabilities 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: B,D
Explanation:
You need to view and analyze the following built-in reporting assets:
[E]
The Proactive Outbound / Proactive Engagement Dashboards: These give you comprehensive visibility into campaign success metrics. You can track KPIs such as delivery status, result, dialing modes, connect rate percentages, live person deliveries, and abandoned conversations.
[D]
The Real-Time Proactive Engagement Report: This provides an in-flight, live view of active outbound activity, allowing you to monitor ongoing pacing, engagement workloads, and immediate campaign progress as it happens.
Reference:
https://github.com/MicrosoftDocs/dynamics-365-contact-center/blob/main/contact-center/use/proactive-engagement-dashboard.md
https://learn.microsoft.com/en-us/dynamics365/customer-service/use/intro-realtime-analytics-dashboard
NEW QUESTION # 74
A company uses Dynamics 365 Customer Service to manage knowledge articles.
The company deploys a customer self-service portal.
Customers report that they cannot find any knowledge articles in the portal. Customer service representatives can access articles internally.
Customers must be able to access knowledge articles.
The solution must:
- Ensure knowledge articles are visible in the portal.
- Ensure only approved and published content is exposed.
- Avoid exposing draft or internal-only articles.
You need to ensure that knowledge articles are available in the portal according to the requirements.
Which two actions should you perform? Each correct answer presents part of the solution.
Answer: B,C
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
External availability requires both an appropriate publication state and permission for the portal audience. Dynamics 365 knowledge articles follow a controlled lifecycle that includes Draft, Approved, Scheduled, Published, Expired, and Archived states. Microsoft documentation states that after an article has been completed and reviewed, it is published to make it available to portal customers. Publishing therefore ensures that draft or merely approved internal content is not automatically exposed.
Visibility must also permit the portal audience to view the content. Power Pages and Dynamics 365 knowledge management can use content-access controls and external/public-facing knowledge settings to determine which audiences can discover an article. Consequently, configuring article visibility for external users is required in addition to publishing.
Federated search concerns external knowledge sources and does not make unpublished Dynamics 365 articles externally available. Versioning is useful for article lifecycle management but does not itself expose content. Search indexing cannot override article publication state or audience authorization.
Study Guide reference: Configure the Dynamics 365 Contact Center representative experience -> Create and administer knowledge management -> Integrate knowledge into portals.
NEW QUESTION # 75
A company is rolling out Dynamics 365 Contact Center for its CSRs, who need a consistent application experience and a standardized interface the moment they're assigned. You need to configure the standardized contact center application to meet this requirement.
Which feature should you use?
Answer: D
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Experience profiles are the administrative mechanism for creating targeted and repeatable Copilot Service workspace experiences for groups of representatives and supervisors. Microsoft states that experience profiles can control session templates, conversation channels, productivity tools, Copilot functionality, inbox configuration, and other application-level capabilities, and that these profiles can then be assigned to users.
This makes the experience profile the correct abstraction for standardizing what a CSR sees and how the workspace behaves from the point the profile is assigned. Within an experience profile, administrators can associate session templates and configure workspace features consistently instead of allowing each representative to construct a different operating environment.
Individual personal customization conflicts directly with the requirement for standardization. Case form customization controls only the presentation of a record and does not govern the complete multisession Contact Center workspace. Dashboard sharing similarly distributes a visualization but does not standardize application tabs, productivity tools, channels, or session behavior.
The experience profile therefore provides the organization-level governance boundary required for a consistent CSR interface.
Study Guide reference: Configure the Dynamics 365 Contact Center representative experience -> Configure experience profiles.
NEW QUESTION # 76
You need to configure the system to send messages to the CSR.
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 # 77
A company needs its supervisors to be able to access analytics dashboards. You need to configure supervisor access.
Which two approaches could achieve this goal? Each correct answer presents a complete solution.
Answer: A,B
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Dynamics 365 Contact Center controls analytics access through Dataverse security roles and privileges. Microsoft states that users with the System Administrator or Supervisor role can access analytics and dashboards by default. Therefore, assigning the appropriate supervisor role is a complete way to provide dashboard access.
Microsoft also supports creating or modifying a custom security role specifically for analytics consumers. Administrators can grant Read privileges on the analytics report entities and assign that custom role to users who should access dashboards without receiving a broader supervisor role. The current Copilot analytics documentation confirms the same model: Supervisor and System Administrator roles receive access by default, while other users require a security role containing Read permissions for the relevant analytics entities.
Power BI workspace roles can be relevant when administering separately developed Power BI workspaces, but they are not the required security mechanism for the native Contact Center analytics dashboards described here. Refresh schedules control data currency, not user authorization. Supervisor monitoring permissions govern live-conversation actions such as monitor or transfer and are distinct from analytics access.
Study Guide reference: Manage analytics for Dynamics 365 Contact Center -> Configure access to analytics and dashboards; configure supervisor security roles.
NEW QUESTION # 78
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