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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Channels | 30-35% | - Configure customer engagement channels
|
| Topic 2: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Topic 3: Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Topic 4: Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Topic 5: Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
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NEW QUESTION # 95
A company is designing AI-powered self-service capabilities through voice agents for a contact center.
The solution must:
- Minimize AI consumption costs.
- Optimize automation coverage.
- Maintain consistent handling of repetitive and unpredictable customer requests.
You need to design the AI capability 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: C,E
Explanation:
[A]
Implementing topic-based responses for repetitive intents and escalating unmatched queries is an appropriate solution because it directly minimizes high-consumption generative AI costs while maintaining predictable and consistent handling for common, repetitive customer requests.
Minimize AI Consumption Costs: Using deterministic, topic-based structures for predictable queries avoids expensive, continuous token consumption from open-ended generative AI models on every single call.
Optimize Automation Coverage: It automates high-volume, repetitive interactions efficiently without wasting system resources on complex generation.
Maintain Consistent Handling: Predefined topic paths guarantee that standard answers (like business hours or order status) are delivered identically every time, while unpredictable queries cleanly route to human agents or secondary support. [
[B]
Combining deterministic topic flows with generative fallback for unmatched intents is a good solution to balance cost, coverage, and consistency in a Dynamics 365 Contact Center environment.
Minimize AI consumption costs: Deterministic logic handles predictable, high-volume repetitive tasks (such as ID verification or basic order lookups) using fixed, low-cost paths instead of expensive generative AI tokens.
Optimize automation coverage: Generative AI acts as a flexible fallback for unpredictable or unique requests that fall outside rigid rule-based menus, expanding the topics the voice agent can handle.
Maintain consistent handling: Repetitive processes follow strict, tested compliance flows, while unpredictable queries still receive natural, context-aware responses.
Incorrect:
[Not D] Apply generative AI selectively for low-confidence intents identified through classification.
Does not optimize automation coverage. If an intent is completely unmapped or unpredictable, traditional classification models will completely fail to categorize it, bypassing the AI entirely.
[Not E] Route repetitive intents through IVR only and avoid conversational AI Fails to optimize containment or account for the dynamic, multi-intent variations within conversational environments, leading to brittle customer experiences and high agent escalation.
Reference:
https://www.newdynamicllc.com/microsoft-dynamics-365-contact-center-what-real-time-voice-agents-mean-for-service-operations
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.
You need to design a voice agent that meets the voice channel and IVR technical requirements.
What should you do?
Answer: D
Explanation:
To meet the requirements for a Dynamics 365 Contact Center environment, the best action is to configure voice agent interactions before defining routing logic.
In a scalable, best-practice voice architecture using Copilot Studio and unified routing:
The AI voice agent acts as the frontline entry point (the IVR) for the inbound phone number.
To route a call correctly based on what happens during the IVR interaction (such as customer input, intent detection, or data retrieved from backend systems), the routing engine needs to know where the call is coming from and what intent or context variables the voice agent passes to it.
Therefore, you must build the voice agent (Copilot Studio bot) and link it to your channel/phone number before you can define the routing logic, queues, and rules that handle the handoff from the bot to human agents.
Scenario:
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.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-inbound-calling
NEW QUESTION # 97
A company uses knowledge articles to support customer service representatives (CSRs).
CSRs report that relevant articles are NOT returned when they search during case resolution.
Search results must return relevant knowledge articles based on user queries.
You need to improve the accuracy of knowledge search results.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: C,D
Explanation:
To improve the accuracy and relevance of knowledge search results during case resolution in Dynamics 365 Contact Center, you should take the following two steps:
[A]
Enable Dataverse Search
Ensure Dataverse search is enabled in your environment. When enabled, the knowledge management search control leverages Azure AI-powered search logic rather than standard full- text database queries. This delivers significantly higher accuracy, handles partial matches, highlights search terms, and looks across keywords, descriptions, and attachments.
[B]
Configure Automatic Suggestions and Automatic Filtering
Open the Case form editor and configure the properties of the Knowledge Base Search Control.
Check the box to Turn on automatic suggestions and select the most relevant text field (typically Case Title) as the field the system uses to automatically contextualize and populate the search query when a representative opens a case. Additionally, adjust any Automatic Filtering options to ensure results match the parameters of the current issue without overly restricting relevant articles.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/use/search-operators
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/add-knowledge-base-search-control-forms
NEW QUESTION # 98
For this question, refer to the Fabrikam, Inc. case study. You need to implement programmatic control of voice interactions to enable interactions with back-office CSRs.
Which capability should you use?
Answer: A
NEW QUESTION # 99
A company wants customers to start a conversation on the website, and if no representative responds within a set time, the chat should automatically offer a bot-assisted path instead of a busy signal.
You need to configure this behavior.
What should you do?
Answer: B
Explanation:
Overflow and fallback settings on a workstream/queue define what happens when a conversation cannot be routed within acceptable wait times or capacity - such as rerouting to a bot, a different queue, or a fallback message. Pre-chat surveys collect information before a conversation starts, proactive chat invites customers to start a chat, and quick replies are predefined agent responses
- none of these address capacity-based failover.
NEW QUESTION # 100
......
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