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| Section | Weight | Objectives |
|---|---|---|
| Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
| Configure work distribution and routing | 13% | - Design routing strategies
|
| Manage analytics and continuous improvement | 13% | - Implement governance and compliance
|
| Implement channels and engagement experiences | 33% | - Configure omnichannel channels
|
| Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
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NEW QUESTION # 96
Hotspot Question
A company is designing an IVR solution.
The solution must enable the system to:
- Process natural language requests that are NOT predefined.
- Route calls by using predefined menu options.
You need to configure orchestration methods for the system.
How should you configure the solution? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Use generative AI orchestration
To process natural language requests that are not predefined in a Dynamics 365 Contact Center IVR solution, you should use Generative AI orchestration (or Generative orchestration) powered by Microsoft Copilot Studio.
When setting up IVR agents in the voice channel, Microsoft provides two choices for handling user requests:
Classic Orchestration: The agent matches user queries strictly to predefined topics based on fixed keywords and specific trigger phrases.
Generative AI Orchestration: The agent uses large language models to understand the caller's free-form intent. Instead of matching a hardcoded menu or a specific predefined flow, it dynamically selects the best action, knowledge base article, or conversational topic to answer the query on the fly.
Box 2: Use deterministic IVR routing rules.
For routing calls using predefined menu options (such as DTMF keypad press 1, press 2 or deterministic speech inputs), the appropriate approach is deterministic routing, also referred to as rule-based routing or structured IVR flows, managed via Microsoft Copilot Studio.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-bot-virtual-agent
https://learn.microsoft.com/en-us/training/paths/work-dynamics-365-contact-center-ivr/
NEW QUESTION # 97
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,E
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 # 98
A company uses Dynamics 365 Contact Center to handle customer requests through multiple queues, and customer service representatives (CSRs) are only staffed during specific hours of the day. Requests submitted outside those staffed hours still land in queues and get assigned once CSRs become available, causing delays and a poor customer experience. You need to make sure queues only process work during defined service periods.
What should you configure?
Answer: D
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Queue operating hours define the periods during which a queue is considered available to process work. Microsoft describes operating hours as the schedule during which the customer-support organization is active and explicitly supports associating operating-hours records with queues.
This is the correct level of control for the scenario because the requirement concerns whether the queue itself should accept and process work during a defined service period. By associating appropriate operating hours with each queue, the organization can ensure that routing behavior respects the actual staffed service window rather than simply allowing requests to accumulate until representatives eventually become available.
CSR working hours describe an individual's schedule and are useful for representative eligibility but do not establish the operating window of the entire queue. A traditional Customer Service calendar is often associated with SLA calculations and other service scheduling scenarios rather than the omnichannel queue-processing requirement described here. Channel operating hours may control availability of a channel such as a chat widget, but the scenario specifically states that several queues must process work only during defined periods.
Study Guide reference: Configure work distribution -> Configure queues -> Set up operating hours.
NEW QUESTION # 99
A company plans to introduce an autonomous AI agent that identifies customer intent to customer service representatives in phases.
The rollout must be controlled and support phased adoption based on business readiness. The rollout must NOT enable the agent for all workloads at the same time.
You need to implement the rollout.
What are two actions you can perform? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Answer: C,D
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Dynamics 365 Contact Center provides the Rollout manager specifically for controlled adoption of autonomous AI agents. Administrators access it through Agent hub and create rollout plans that govern how autonomous capabilities such as Customer Intent Agent are introduced. Microsoft describes the Rollout manager as a mechanism for phased, guided, and controlled adoption rather than an all-at-once enablement model.
For Customer Intent Agent, rollout configuration can be scoped according to business requirements, including selecting a line of business. That makes line-of-business segmentation appropriate when the organization wants distinct portions of the operation to adopt the AI capability at different stages. This approach provides a clean deployment boundary and allows organizations to evaluate operational readiness before expanding the rollout.
Publishing to all representatives immediately contradicts the phased requirement. Reworking routing rules is not the mechanism for controlling autonomous-agent adoption, and a single-wave deployment similarly fails the explicit requirement not to enable the capability across all workloads simultaneously.
Study Guide reference: Deploy Dynamics 365 Contact Center -> Manage and roll out agents by using the Agent hub.
NEW QUESTION # 100
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.
Hotspot Question
You need to configure proactive outbound engagement.
How should you complete the configuration? To answer, select the appropriate action in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Connect to Customer Insights
Scenario: 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.
In a Dynamics 365 Contact Center environment, you can configure campaign contacts natively without custom code using two primary code-free onboarding methods: Customer Insights - Journeys (CIJ) for real-time automation, or direct File Uploads for manual, batch-based loading.
1. Dynamics 365 Customer Insights - Journeys (Recommended Code-Free Approach) For trigger-based, personalized, or segmented outreach, you leverage native integrations to pull contact lists dynamically.
2. CSV File Upload (For Batch Campaigns)
Box 2: Configure journey-based engagement schedule
Configure the proactive dialer behavior using a journey-based engagement schedule (configured via Dynamics 365 Customer Insights - Journeys).
Proactive Outbound Configuration Details
Dial Modes: Use predictive or progressive dial modes to adjust call pacing according to agent availability and answer rates.
Trigger-Based Engagement: Set up event-driven actions via Customer Insights - Journeys to respond to real-time customer signals.
Personalization: Leverage unified customer data natively without custom code.
Scenario: 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.
Reference:
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave2/service/dynamics365-contact-center/use-voice-proactive-outbound-analytics
NEW QUESTION # 101
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