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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Topic 2: Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Topic 3: Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Topic 4: Implement Channels | 30-35% | - Configure customer engagement channels
|
| Topic 5: Monitor and Optimize Contact Center Operations | - Operational excellence
|
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NEW QUESTION # 102
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 # 103
A company uses Dynamics 365 Customer Service with Workforce management and shift-based routing enabled.
Customer service representatives (CSRs) at the company must receive work only during scheduled working hours. They must NOT receive work during breaks within a shift.
You need to configure routing eligibility.
How should you complete each configuration? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 104
You need to configure voice interaction processing.
How should you complete the configuration? To answer, move the appropriate components to the correct requirements. You may use each component 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:
NEW QUESTION # 105
A company sets up shifts for its customer service representatives (CSRs), and CSRs must not receive work while on break. You need to stop conversations from being delivered to CSRs during those periods.
Which two actions should you perform? Each correct answer presents part of the solution.
Answer: B,D
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Shift-based routing evaluates the activity type associated with a representative's shift booking to determine whether the representative is eligible for automatic assignment. Microsoft explicitly states that if the shift activity is configured as nonassignable, such as a lunch break or training activity, the representative is not considered for assignment during that interval.
The implementation therefore requires the organization to define appropriate shift activity types and mark the break activity so that it represents an unavailable/nonassignable period. When that break booking becomes active, unified routing excludes the CSR from assignment until the unavailable activity ends. This provides schedule-aware routing at the individual representative level and avoids unnecessarily altering queue behavior for other representatives who remain available.
Capacity profiles address how much concurrent workload a CSR can handle; they do not identify a scheduled break. Queue prioritization determines the order in which waiting work is processed. Staffing targets are planning and forecasting inputs. None of these establishes the break itself as a nonassignable period.
Microsoft's current shift-based routing documentation specifically uses lunch break as an example of a nonassignable shift activity, making activity-type configuration and unavailable status the technically appropriate combination.
Study Guide reference: Configure work distribution / Workforce Management -> Configure shift management and scheduling; configure shift-based routing.
NEW QUESTION # 106
Quality assurance wants completed conversations automatically scored against a consistent rubric (tone, resolution, compliance) instead of supervisors manually reviewing a random sample by hand.
You need to recommend a capability to configure.
What should you use?
Answer: A
Explanation:
The Quality Evaluation agent automatically evaluates completed conversations against configured criteria/rubrics, reducing reliance on fully manual sampling-based QA review. The Health Agent focuses on proactive operational issue detection, not conversation quality scoring.
NEW QUESTION # 107
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