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| Section | Weight | Objectives |
|---|---|---|
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
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NEW QUESTION # 106
A company plans to deploy a new customized voice channel from development to test. The voice channel customizations include skills-based routing and a Copilot Studio voice agent.
The deployment package must:
- Include only the components needed for the release.
- Support controlled import into downstream environments.
You need to prepare to release the voice channel and all supported parts.
What should you do?
Answer: C
Explanation:
To meet your requirements, you should export a managed solution for your customizations and deploy your configuration data using a release pipeline.
In Dynamics 365 Contact Center, components are split into two categories: solution-aware customization data (like Copilot Studio bots) and configuration data (like skills and routing rules).
Here is how you should structure your deployment package to ensure a minimal, controlled release:
[A]
1. Solution-Aware Components (Managed Solution)
You must create a segmented solution containing only the specific new or modified components needed for this release. Export this from development as a managed solution to ensure controlled updates and clean rollbacks in your test environment.
Include the following components in your solution:
Copilot Studio Bot: The voice agent itself.
Bot Components: Custom topics, entities, or flows built for the agent.
Power Automate Flows: Any cloud flows triggered by the voice channel or bot.
Custom Tables/Columns: Any new schema updates required for the voice experience.
2. Configuration Data (Configuration Migration Tool)
Skills-based routing records are stored as data records rather than schema. Because they are not solution-aware, they cannot be exported inside a Dataverse solution. You must migrate them using the Dataverse Configuration Migration tool or the Powershell CLI:
Reference:
https://learn.microsoft.com/en-us/dynamics365/guidance/resources/contact-center-deploy-voice-channel-best-practices
NEW QUESTION # 107
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 # 108
You need to configure inbound voice functionality and ensure that calls are routed to the appropriate CSR based on predefined criteria.
How should you perform the configurations? To answer, select the appropriate components in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 109
A company is setting up Copilot in Dynamics 365 Customer Service to help customer service representatives (CSRs) with real-time responses in the sidecar pane, though Copilot Studio use has not been approved yet. The company has configured multiple data sources for Copilot to draw on when answering questions and drafting emails and chats. Copilot must generate its responses using only supported knowledge sources enabled in the Copilot Service admin center, without turning on any knowledge sources from Copilot Studio. You need to configure which knowledge sources Copilot can use.
Which two knowledge sources can you configure for Copilot to use? Each correct answer presents a complete solution.
Answer: C,E
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
For the Copilot sidecar experience configured without Copilot Studio knowledge extensibility, the directly supported knowledge sources in Copilot Service admin center include the internal Dynamics 365 knowledge base and trusted web domains. Microsoft documents that enabling Knowledge base allows Copilot to use published Dataverse knowledge articles when answering questions and drafting content. It also documents the Web resources configuration, where administrators can add trusted web domains for Copilot to search and use when generating answers.
Therefore, Microsoft Dataverse knowledge articles and trusted webpages satisfy the conditions in the question.
SharePoint can participate in broader Customer Service knowledge architectures through external search providers, Microsoft 365 Service Agent, or Copilot Studio-based extensibility. However, those are distinct integration paths from the specific native Copilot-sidecar knowledge-source configuration described here.
Prompt templates control generation instructions rather than acting as a knowledge repository. Ordinary Dataverse table field mappings provide structured contextual data but are not equivalent to enabling the internal knowledge base for Ask a question.
Study Guide reference: Configure agents and AI capabilities -> Configure Copilot knowledge sources and grounding in Copilot Service admin center.
NEW QUESTION # 110
A company plans to launch an outbound campaign targeting customers based on predefined engagement conditions.
The campaign must define how interactions are initiated, processed, and tracked.
You need to configure the campaign structure.
What should you configure?
Answer: B
Explanation:
In a Dynamics 365 Contact Center environment, launching a structured, targeted outbound campaign is accomplished natively using Proactive Engagement capabilities.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-proactive-engagement
NEW QUESTION # 111
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