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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure representative experience and productivity | 18% | - Enable productivity tools
|
| Topic 2: Implement channels and engagement experiences | 33% | - Configure contact center environments
|
| Topic 3: Configure work distribution and routing | 13% | - Implement workforce management
|
| Topic 4: Manage analytics and continuous improvement | 13% | - Implement governance and compliance
|
| Topic 5: Configure agents and AI capabilities | 13% | - Manage autonomous service agents
|
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NEW QUESTION # 90
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 # 91
Hotspot Question
Supervisors at a company must be able to perform the following:
- View and manage live conversations before taking action.
- Reallocate conversations between customer service representatives.
You need to configure the supervisor settings to meet the requirements.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Configure supervisor intervention controls
You should configure supervisor intervention controls in Dynamics 365 Contact Center to allow supervisors to view, monitor, and actively manage live customer conversations.
Live Monitoring: View active or waiting conversations across voice and digital channels in real time.
Direct Intervention: Assign, transfer, forcibly close, or join ongoing chats and calls when service quality dips.
Role-Based Access: Grant specific permissions using the admin app and assign the necessary supervisor security roles.
Box 2: Transfer conversation
Supervisor Transfer is used for reallocating Active Conversations.
It allows supervisors to force-transfer an actively ongoing conversation from one representative directly to another representative or queue.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-monitor-assign-transfer-conv
https://learn.microsoft.com/en-us/dynamics365/customer-service/use/monitor-conversations
NEW QUESTION # 92
A company maintains product documentation in a third-party knowledge base outside Dataverse.
Representatives need to search that content alongside internal knowledge articles from within the Contact Center productivity panel.
You need to recommend a configuration.
What should you do?
Answer: A
Explanation:
Dynamics 365 Contact Center supports integrating external knowledge sources so they can be searched together with internal knowledge articles inside the representative's productivity panel, avoiding manual duplication of content or forcing representatives to switch tools.
NEW QUESTION # 93
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 # 94
A company is configuring Copilot in Dynamics 365 Customer Service to assist customer service representative (CSRs) with real-time responses in the sidecar pane. The company has NOT approved Copilot Studio use yet.
The company configures multiple data sources for Copilot to answer questions and generate draft emails and chats.
Copilot must generate responses by using only supported knowledge sources that are enabled in Copilot Service admin center without enabling knowledge sources from Copilot Studio.
You need to configure the knowledge sources that Copilot can use.
What are two knowledge sources you can configure for Copilot to use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A,D
Explanation:
When Copilot in Dynamics 365 Customer Service is restricted strictly to the native configuration within the Copilot Service admin center (without enabling or routing through Microsoft Copilot Studio), you can configure and use the following supported native knowledge sources:
[E]
Dynamics 365 Internal Knowledge Base: The native knowledge management system within Dynamics 365 Customer Service where your standard internal knowledge articles are created, indexed, and published.
[C]
External Web Search (via Bing): The out-of-the-box web search functionality that utilizes public internet data via Bing to help customer service representatives answer questions, provided it is turned on in your region settings.
Note:
SharePoint, Dataverse files, Enterprise Data, or custom uploaded files-explicitly require turning on the Knowledge Hub / Copilot Studio integration toggle inside the admin center. Since your company has not approved Copilot Studio use, you must leave that option disabled and rely solely on your native Dynamics 365 knowledge articles and Bing web search.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/admin-km-agent
NEW QUESTION # 95
......
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