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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Topic 2: Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Topic 3: Implement Channels | 30-35% | - Configure customer engagement channels
|
| 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 # 86
A company is implementing live chat on its customer support website by using Dynamics 365 Contact Center. The company has configured the environment and digital messaging capabilities.
The chat solution must ensure that incoming customer messages are routed to customer service representatives and made available through the website.
You need to complete the mandatory steps to set up and deploy the chat experience for the website.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: B,C,E
Explanation:
To set up live chat using Dynamics 365 Contact Center and embed it into your website, you must complete four core administrative configuration blocks:
[D]
Step 1. Create a Routing WorkstreamA workstream manages the data flow, routing rules, and queue allocation for your incoming chat requests.
[B]
Step 2. Configure the Chat Channel & WidgetThis step establishes the visual and behavioral settings of the live chat interface that customers interact with.
Within your workstream or via the Channels menu, select Set up chat.
Design the widget: Set the display name, theme color, logo, and placement positioning (e.g., bottom right).
Define behaviors: Set up operating hours, offline messages, and choose whether to leverage pre- conversation surveys or automated trigger greetings.
Enable features: Decide if customers and representatives can exchange file attachments, request voice/video escalations, or download transcripts.
Step 3. Attach User and Capacity Rules
Ensure your staff is capable of receiving the incoming interactions.
[F]
4. Embed the Widget into Your WebsiteOnce saved, Dynamics 365 will generate a unique snippet of code to bridge your website with the contact center.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/add-chat-widget
NEW QUESTION # 87
A company uses Dynamics 365 Contact Center to handle customer requests through multiple queues. Customer service representatives (CSRs) are staffed during specific periods of the day only.
Requests submitted outside staffed periods are still being placed into queues and assigned when CSRs become available. This leads to delays and poor customer experience.
You need to ensure that queues process work during defined service periods only.
What should you configure?
Answer: B
Explanation:
The correct solution is to configure queue operating hours.
To properly restrict work processing to defined service periods, you need to establish and link operating hours to your queues or routing paths.
Step 1: Create an Operating Hour Record
Step 2: Assign Operating Hours to the Queue or Channel
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/show-queue
NEW QUESTION # 88
Drag and Drop Question
A company uses Copilot in Dynamics 365 Customer Service to generate summaries for customer service representatives.
The company wants Copilot to read the correct data to generate summaries that include specific business fields such as priority, resolution details, and customer impact.
Currently, summaries do NOT consistently include this information.
You need to configure Copilot to read the correct data and include the required fields in summaries.
Which action should you perform for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each actions 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: Map custom fields to Copilot summary inputs
By switching from a paragraph layout to a structured layout, you can dictate exactly what information Copilot must extract, describe your needs in natural language, and arrange the fields to fit your business workflows.
Step-by-Step Configuration
To set up the specific fields, complete the following steps in your environment:
0. Navigate to Summaries:
1. Open the Customer Service admin center and use one of the following paths depending on your navigation layout:Support Experience > Productivity > SummariesOperations > Insights > Summaries
2. Access Format Management:
Locate the summary type you want to customize (e.g., Live conversation summaries or Case summaries) and click the Manage format link. [
3. Switch to Structured Layout:
In the Manage format pane, change the generation option from Paragraph to Structured.
*-> 4. Map the Required Fields:
Select Add new info to create a custom section for each missing field. For your requirements, map them as follows:
Section 1: Title it Priority. Provide instructions in natural language telling Copilot to extract the case's priority level.
Section 2: Title it Resolution Details. Instruct Copilot to summarize the steps taken to resolve the issue from the resolution text or timeline activities.
Section 3: Title it Customer Impact. Add instructions specifying how to gauge and report the scope or severity of the problem on the customer's operations. [1] Box 2: Configure Copilot knowledge sources to use in the summaries To ensure Copilot consistently accesses and includes structured data fields like priority, resolution details, and customer impact in its summaries, you need to configure the data mapping fields within the Copilot Service admin center.
1. Steps to Configure Copilot Data Fields
Access Summaries Settings: Log into the Copilot Service admin center (or Customer Service admin center).
2. Navigate to the Section: Go to Support Experience > Productivity > Summaries (or Operations > Insights > Summaries).
3. Open the Configuration Pane: Under the Summaries area, select Manage.
*-> 4. Modify Source Fields: Select Manage data. This opens the Specify data pane, where you can modify the source case and record fields that Copilot evaluates.
5. Map Structured Columns: Check or map the specific fields required by your business (such as Priority, or custom attributes representing Resolution Details and Customer Impact) to ensure Copilot reads them directly from the table row.
6. Set up a Structured Format (Optional but Recommended): In the same Summaries settings area, look for Live conversation summaries or case summary templates and select Manage format. Switch the summary layout from Paragraph to Structured. This forces Copilot to organize the extracted information systematically into designated bulleted segments rather than a free- flowing block of text.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/copilot-enable-custom-record-summaries
NEW QUESTION # 89
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 implement programmatic control of voice interactions to enable interactions with back-office CSRs.
Which modules should you use? To answer, move the appropriate modules to the correct requirements. You may use each module 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: Presence
To ensure the accuracy of the back-office availability status when integrating a third-party CCaaS solution with the Copilot Service workspace, you must use Presence.
In Dynamics 365 Contact Center / Omnichannel, Presence defines the representative's availability status (such as Available, Busy, or custom states). When blending external CCaaS voice capabilities with the native workspace, the Presence Synchronization APIs (e.g., CCaaS_GetPresence) are utilized programmatically to update and reflect accurate agent availability in real time across both platforms, preventing overbooking.
Box 2: Conversation
You can use the Conversation component to get a Copilot summary of an ongoing voice interaction in Dynamics 365 Contact Center.In a hybrid CCaaS (Bring Your Own Carrier/Channel) deployment model-where you use a third-party voice solution alongside the Copilot Service workspace-the native Dynamics 365 Conversation component is designed to display live transcripts and Copilot AI features like real-time summaries, sentiment analysis, and next-best actions.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/use/voice-channel-agent-experience
https://learn.microsoft.com/en-us/dynamics365/guidance/reference-architectures/contact-center-dynamics-365-customer-service-enterprise
NEW QUESTION # 90
Drag and Drop Question
Customer service representatives require the following consistent session behavior when opening work items:
- Primary application that opens in a session
- How the conversation interface behaves at session start
You need to configure the session templates to meet the requirement.
Which configuration should you use for each requirement? To answer, move the appropriate configurations to the correct requirements. You may use each configuration 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: Anchor Tab
To configure the primary application that automatically opens when a session begins, you must configure the Anchor Tab within the Session Templates in Dynamics 365 Contact Center.
Anchor Tab: This is the primary application tab that opens automatically when a workspace session is initiated (e.g., when a representative accepts an incoming conversation). This tab is locked to the left side of the application tab panel and cannot be closed or customized by the representative.
Application Tab Template: Before designating it in your session template, you must first create or select an application tab template (such as the Active Conversation page) which defines the specific application type or page to load.
Box 2: Communication panel mode
To control how the conversation interface behaves at session start, you must configure the Communication panel mode parameter within the Session Template.
Inside your custom Session Template, locate and set the Communication panel mode. This field determines the initial UI state of the conversation panel when a service representative opens or accepts a work item.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/session-templates
https://github.com/MicrosoftDocs/dynamics-365-customer-engagement/blob/main/ce/customer-service/administer/session-templates.md
NEW QUESTION # 91
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