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| Section | Objectives |
|---|---|
| Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
| Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Optimize agent productivity using Copilot and automation | - Use Copilot for response generation and summarization - Configure workflow automation for service operations |
| Knowledge and case management with AI | - Implement case routing and automation rules - Configure knowledge base for agent assistance |
| Measure and improve customer experience analytics | - Use insights to improve service quality - Analyze contact center performance metrics |
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NEW QUESTION # 51
Hotspot Question
A company requires a select group of customer service representatives to use an internal tool while working on customer interactions without leaving the workspace.
The tool must be available within the productivity pane.
You need to configure tool availability.
How should you perform the configurations? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Add a new Pane tool configuration
A new Pane tool configuration must be added.
Create the Tool Configuration: In the Copilot Service admin center, navigate to Productivity under Support experience, select Manage for Productivity tools, and click New. Provide the required details (such as Type, Custom Page Name, or Control Name) on the New Pane tool configuration form.
Box 2: Associate the tool with an experience profile
To ensure the internal tool is only available to your select group of customer service representatives, you must create a custom Agent Experience Profile, add the specific productivity tool to that profile, and assign the profile directly to those select users. Because the out-of-the- box profiles cannot be edited or restricted this way, a custom profile acts as the security and configuration boundary.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-agent-experience-profile
NEW QUESTION # 52
Hotspot Question
A company configures a chat workstream and queue.
The company must be able to:
- Capture a customer region.
- Restrict routing to select customer service representatives (CSRs).
You need to configure the workstream and queue.
How should you perform the configurations? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Define a context variable
To capture a customer region in a Dynamics 365 Contact Center chat workstream, you should define a context variable.
Here is how two actions function together to meet the requirement:
Define a context variable: This is the correct action to capture and hold the customer's region data. The context variable acts as a placeholder that receives the region information, usually passed from a pre-chat survey or an automated bot conversation.
Configure a classification rule: This action happens after the data is captured. You use classification rules to read that context variable and use it to categorize the conversation or route it to the appropriate queue (e.g., routing a user to the "North America Queue" if the region variable equals "NA").
Box 2: Set an assignment method.
To restrict routing to select customer service representatives (CSRs) within your chat workstream and queue, you should configure a custom assignment method.
By using a custom assignment method, you can precisely control which CSRs are eligible to receive work items from that specific queue by applying specialized assignment rule sets.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-workstreams
https://github.com/MicrosoftDocs/dynamics-365-customer-engagement/blob/main/ce/customer-service/administer/configure-assignment-rules.md
NEW QUESTION # 53
You need to ensure that CSRs can receive calls and view customer data in the first phase of the project.
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 # 54
Case Study 3 - VanArsdel, Ltd
Background
VanArsdel, Ltd. is a global company that provides outsourced customer support services for enterprise clients across multiple industries, including retail, healthcare, and financial services.
VanArsdel, Ltd. is implementing Microsoft Dynamics 365 Contact Center to modernize its contact center operations. The company aims to provide a unified omnichannel experience for customers and improve customer service representative (CSR) productivity through AI-driven tools and automation.
The implementation will support voice, chat, and digital messaging channels. The initial rollout focuses on voice capabilities and AI-assisted CSR experiences. The solution must be scalable and configurable using out-of-the-box functionality where possible.
The company employs approximately 500 CSRs, 50 supervisors, and a small team of system administrators responsible for configuration and maintenance. Some back-office CSRs are available for consultations with frontline CSRs.
VanArsdel, Ltd. currently operates multiple outdated CCaaS platforms across its divisions. The company is concerned about CSR adoption and therefore plans to adopt a phased approach. The company plans to use its existing CCaaS solution with Copilot Service workspace to enable adoption of the agent desktop while the voice channel and associated capabilities are developed.
Current environment
Contact Center channels
VanArsdel, Ltd. currently uses an outdated telephony system integrated with a third-party CRM.
The system lacks support for modern APIs and does not provide advanced analytics or AI capabilities.
The company plans to replace the outdated system with Dynamics 365 Contact Center and Microsoft Teams Phone functionality.
Outbound communication capabilities are limited in the current system to SMS only and must be enhanced to support proactive engagement campaigns. A third-party tool is used to manage current campaigns.
CSR experience
CSRs currently rely on multiple disconnected systems to manage customer interactions. This results in inefficiencies and increased handling times.
The new solution must provide a unified interface with embedded productivity tools, including:
- AI-powered suggestions during live interactions.
- Suggested responses based on the CSR's interaction with the agent desktop and the conversation context.
- Real-time transcription and sentiment analysis.
- Integration with company-owned knowledge bases.
CSRs must be able to interact with customers through voice and digital channels within a single workspace. The sales director requires CSRs to be able to collect orders from their third-party order management tool from the Productivity panel. CSRs must be prevented from accessing payment information.
Data protection and compliance
VanArsdel, Ltd. handles sensitive customer data, including personally identifiable information (PII) and payment details.
The company must comply with strict data protection regulations, including:
- Masking sensitive data during live interactions.
- Preventing National Identity and payment card information from being stored in transcripts and AI generated summaries.
- Ensuring secure handling of customer information across all channels.
The current system does NOT provide adequate data masking capabilities.
Integration requirements
The company uses several internal systems, including:
- A customer account management system.
- A billing platform.
- A knowledge management system.
These systems must be integrated with Dynamics 365 Contact Center to provide CSRs with relevant information during interactions.
The company also has a third-party marketing platform. However, the company currently does NOT plan to integrate the platform and instead is evaluating Customer Insights - Journeys.
Business requirements
Voice channel implementation
VanArsdel, Ltd. must implement a voice channel that meets the following requirements:
- Support inbound and outbound voice calls by using Microsoft Teams Phone.
- Enhance call controls by using SDK APIs.
- Allow supervisors to monitor and manage live calls.
- Provide real-time insights into call performance.
The solution must support scalability to handle peak call volumes during seasonal demand.
Proactive engagement
The company must implement proactive outbound engagement capabilities, including:
- Proactive Dialer to adjust call pacing based on CSR availability and answer rates.
- Trigger-based engagement based on customer actions.
- Integration with customer data to personalize outreach.
Outbound campaigns must be configurable without requiring custom code.
Agent assist and AI capabilities
VanArsdel, Ltd. must enhance CSR productivity by implementing AI-powered assistance features, including:
- Suggested responses during customer interactions.
- Automated knowledge article recommendations.
- Real-time transcription and summarization.
- Real-time assistance sent to the CSR in the send message box during chat conversations.
The company also plans to extend Copilot capabilities by integrating custom plugins, tools, and connectors.
Additionally, a bot must be implemented to support CSRs by providing interactable contextual guidance during interactions.
Voice agent configuration
The company must configure voice agents to support natural and efficient customer interactions.
The solution must include:
- Real-time speech recognition.
- Accurate transcription of customer conversations.
- Configurable voice settings to optimize performance.
Voice agents must follow best practices to ensure high-quality interactions and minimize errors.
Technical requirements
Channel Integration Framework
VanArsdel, Ltd. requires a phased approach to deploying the voice channel. The company plans to use its existing CCaaS solution with Copilot Service workspace to enable adoption of the agent desktop while the voice channel and associated capabilities are developed. The company requires the Channel Integration Framework to be built to:
- Click-to-act functionality for outbound communication.
- Integration with third-party applications.
- A consistent user experience for CSRs.
Sensitive data masking
The solution must include sensitive data masking capabilities that:
- Automatically detect and mask sensitive information during interactions.
- Prevent exposure of sensitive data in logs and transcripts.
- Allow administrators to configure masking rules.
Omnichannel JavaScript API
Custom extensions must be developed by using the Omnichannel JavaScript API to:
- Provide enhanced automation during a conversation.
- Display conversation dynamically based on the defined business process.
- Provide contextual information during customer interactions.
These extensions must be maintainable and align with best practices.
Supervisor experience
Supervisors must have access to advanced analytics and monitoring tools, including:
- Real-time dashboards for intraday CSR performance.
- Historical insights into call volumes and trends.
- Tools to manage and optimize CSR workloads.
The supervisor app must be used to provide actionable insights that improve operational efficiency.
Issues
VanArsdel, Ltd. has identified the following issues in the current environment:
- CSRs experience delays due to switching between multiple systems.
- Sensitive customer data is exposed during interactions.
- Outbound engagement capabilities are limited and not automated.
- Supervisors lack visibility into real-time performance metrics.
- Voice interactions lack transcription and AI-assisted features.
Problem statement
VanArsdel, Ltd. must implement a modern contact center solution by using Dynamics 365 Contact Center to:
- Improve CSR productivity through AI and automation.
- Ensure compliance with data protection regulations.
- Enhance customer engagement through proactive outreach.
- Provide a unified and efficient CSR experience.
- Enable supervisors to monitor and optimize operations effectively.
The solution must be scalable, secure, and aligned with best practices for configuring channels, AI capabilities, and integrations.
Drag and Drop Question
You need to optimize voice interaction performance based on the voice agent configuration requirements.
Which features should you configure? 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: Send Message Delay
Use Send Message Delay to update customers about high-latency operations Send Message Delay determines the time (in milliseconds) the voice agent waits before delivering a latency message while a background operation is processing.
Box 2: Sensitivity
You should use Sensitivity (specifically the speech sensitivity setting) to balance speech detection against background noise and optimize audio clarity.
Sensitivity adjusts how the system handles environmental sound versus actual user speech.
Lower it for noisy places or raise it for quiet rooms to make recognition cleaner.
Scenario:
Voice agent configuration
The company must configure voice agents to support natural and efficient customer interactions.
The solution must include:
- Real-time speech recognition.
- Accurate transcription of customer conversations.
- Configurable voice settings to optimize performance.
Reference:
https://learn.microsoft.com/en-us/microsoft-copilot-studio/voice-configuration
NEW QUESTION # 55
Drag and Drop Question
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:
Explanation:
Box 1: Create a custom security role with the required privileges only
To solve this problem, you should create a custom security role with the required privileges only.
Principle of Least Privilege: When default security roles grant excessive permissions, the standard best practice in Microsoft Dynamics 365 is to create a custom security role. This allows you to granularly define exactly which privileges (Read, Write, Append, etc.) and access levels (User, Business Unit, Organization) your customer service representatives (CSRs) need to perform their duties.
How to Implement Safely: It is highly recommended to copy/clone the existing default role, rename it with your organization's prefix (e.g., Contoso CSR - Restricted), and then scale back and remove the excessive permissions. This protects the integrity of the original built-in security roles.
Box 2: Create a custom security role for delegated role assignment.
You can create a custom security role for delegated role assignment. To enable a non- administrator to manage and assign security roles to customer service representatives (CSRs) without granting full System Administrator access, you must configure specific table privileges within the custom role and adhere to Microsoft Dataverse privilege elevation rules.
Required Privileges for the Custom Role
Configure the custom delegated assignment role with the following explicit permissions under the Business Management tab:
Security Role (role) Table: Grant Read and Assign privileges. This enables the user to view available roles and execute the "Manage Roles" command.
User (systemuser) Table: Grant Read and Write privileges so they can access and modify user profiles.
Reference:
https://www.dynamicpeople.nl/news/tips-for-setting-up-user-security-roles-d365-sales
https://learn.microsoft.com/en-us/power-platform/admin/assign-security-roles
NEW QUESTION # 56
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