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| Section | Objectives |
|---|---|
| Topic 1: Implement omnichannel engagement | - Enable voice and unified routing scenarios - Configure digital messaging and chat channels |
| Topic 2: Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
| Topic 3: Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
| Topic 4: Optimize agent productivity using Copilot and automation | - Use Copilot for response generation and summarization - Configure workflow automation for service operations |
| Topic 5: Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
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NEW QUESTION # 53
Drag and Drop Question
A company creates custom security roles for service representatives.
Users in the same job function must have consistent permissions. One individual requires access aligned to that individual's persona.
You need to configure access for the users.
Which actions should you perform? To answer, move the appropriate actions to the correct requirements. Each action may be used 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: Add the user to a team that has the mapped role
Adding the user to a team assigned the mapped role is the correct approach to standardize permissions.
Managing Permissions with TeamsService representatives gain application access and privileges through team membership and team-assigned security roles.
Microsoft Entra ID groups can be linked to Power Platform teams to automate and simplify user privilege management.
Consistent permissions are maintained because updating the team's security roles instantly applies standard access to all assigned members.
Box 2: Map each custom security role to a persona
To enable persona-based access for the user, you should map the custom security role to the Agent persona.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/role-persona-mapping
NEW QUESTION # 54
Drag and Drop Question
A company is evaluating cost drivers for a Dynamics 365 Contact Center deployment that has the following license types:
- Dynamics 365 Contact Center (Digital + Voice)
- Dynamics 365 Contact Center Voice
The company must be able to associate platform costs for the following with their billing models:
- Copilot-generated responses
- Customer service representative (CSR) platform access
- Call recording and telephony minutes
- Included IVR minutes per user
You need to identify the billing method for each cost component.
Which billing method should you select for each component? To answer, move the appropriate billing methods to the correct Contact Center feature. You may use each billing method 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: Consumption-based billing
Copilot-generated responses and advanced AI actions in Dynamics 365 Contact Center are billed via a consumption-based model using Copilot Credits through Microsoft Copilot Studio.
Box 2: Per-user billing
The billing method for Customer Service Representative (CSR) platform access in Microsoft Dynamics 365 Contact Center is structured as a subscription-based, named per-user licensing model.
Each representative accessing the platform requires their own dedicated, monthly user subscription license (USL). Microsoft does not utilize concurrent seat or shared user licensing for this platform.
Box 3: Consumption-based billing
The billing method for call recording and telephony minutes in Dynamics 365 Contact Center is consumption-based billing (utilizing a pay-as-you-go model via underlying Azure Communication Services or direct operator usage).
Box 4: Included entitlement
The billing method for included IVR minutes per user in Dynamics 365 Contact Center is an included entitlement.
Entitlement pool: Each user license for Dynamics 365 Contact Center Voice (or the combined Digital + Voice bundle) comes with an allocation of 2,000 Intelligent Voicebot (IVR) minutes per user per month.
Tenant pooling: These minutes accrue and are pooled together at the tenant level based on the total number of user licenses purchased.
Consumption rule: Calls handled by the conversational IVR bot draw from this collective tenant pool rather than triggering separate consumption-based line-item bills until the included capacity is exceeded.
Reference:
https://www.microsoft.com/en-us/dynamics-365/products/contact-center/pricing
NEW QUESTION # 55
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 # 56
Drag and Drop Question
A company supports multiple communication channels. Customer service representatives (CSRs) handle multiple work items concurrently based on configured workload limits.
The company must be able to control how CSRs handle workload across channels.
The solution must:
- Limit how much work a CSR can handle at the same time.
- Prevent CSRs from receiving new work items until their conversations
are closed.
You need to configure workload management for the CSRs.
How should you configure the workloads? 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 bat between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Assign a capacity profile to the CSR
To limit how much work a customer service representative (CSR) can handle at the same time in a Dynamics 365 Contact Center environment, you should use Capacity Profiles.
Capacity Profiles provide the precise mechanism needed to control concurrent workloads across multiple communication channels:
Define Workload Quantities: You can create custom profiles that specify the exact amount of work, concurrent capacity limits, or daily limits for various types of interactions.
Cross-Channel Control: Administrators can configure profiles to block the assignment of new work items on certain digital channels when a CSR is busy handling a high-priority channel, such as an active phone call.
Multiple Profile Assignment: You can assign multiple different capacity profiles to an individual user, giving the system the flexibility to balance complex multi-channel workloads natively Box 2: Block capacity for wrap up in the workstream To meet this requirement, you should configure the Block capacity for wrap up setting to Always block within the work distribution settings of the relevant workstream.
Configuration Details
Where to set it: Navigate to the Workstreams area within the admin center, select the appropriate channel's workstream, and go to the Work distribution section.
How it works:
By default, when a CSR or customer ends an active interaction, the conversation transitions into an intermediate Wrap-up state (allowing the agent to write notes or log outcomes).
Setting this option to Always block ensures that the agent's configured capacity continues to be fully consumed throughout the wrap-up period.
The system will not route any new work items to the CSR until they (or the system's auto-close scheduler) explicitly change the conversation's state to Closed, freeing up their capacity.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/capacity-profiles
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-workstreams
NEW QUESTION # 57
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 # 58
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