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| Section | Weight | Objectives |
|---|---|---|
| Configure work distribution and routing | 13% | - Implement workforce management
|
| Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Configure representative experience and productivity | 18% | - Configure supervisor capabilities
|
| Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
| Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
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NEW QUESTION # 26
A company runs outbound campaigns that have high call volume.
The campaigns require efficient use of customer service representatives (CSRs) as well as minimizing idle time.
The dialing method must ensure that calls are automatically initiated and connected only when CSRs are available.
You need to configure the appropriate dialing method.
What should you do?
Answer: B
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Within the available options, Copilot dial mode is the appropriate high-volume automated outbound mode. Microsoft defines Copilot dialing as an AI-agent-led proactive engagement mode in which the system automatically calls customers and connects answered calls to an AI agent. Microsoft specifically recommends Copilot mode for high-volume outbound calls. This reduces the amount of repetitive initial call handling that must be performed directly by CSRs.
The AI agent can perform the first stage of the engagement and determine whether representative involvement is required, thereby avoiding unnecessary representative participation in calls that can be completed or qualified automatically. Microsoft's proactive engagement architecture distinguishes this model from representative-led preview dialing, where a representative receives the outbound request, reviews the customer details, and then initiates or approves the call.
Preview dialing therefore introduces representative involvement before the outbound call and is less suited to the stated high-volume automation requirement. Merely configuring a Copilot voice agent does not select the outbound dial mode, and call recording controls conversation retention rather than dialing behavior.
The supplied AB-250 question records B as the intended answer.
Study Guide reference: Implement channels -> Configure proactive engagement -> Configure AI agent-led and representative-led dial modes.
NEW QUESTION # 27
A company is in the first phase of the Contact Center rollout. The company does NOT plan to include agentic capabilities.
The company must reduce manual steps for customer service representatives (CSRs) during case handling.
The company requires that case fields automatically update while a CSR works on a case. In addition, CSRs must be able to perform multiple steps from a single trigger.
You need to configure automation.
Which action should you perform for each requirement? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 28
A company configures shifts for customer service representatives (CSRs).
CSRs must NOT receive work during break periods.
You need to prevent conversation delivery to CSRs when required.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: C,E
Explanation:
[A]
Configure Shift Activity Types: When defining the activity types for shifts, ensure that you set the assignment status to "non assignable" for breaks, lunch intervals, or training blocks. The unified routing engine reads these statuses to skip agents who are currently on an unassignable activity.
[E]
The correct additional step to take is to Set activity status as unavailable (or set it as "non- assignable").
In Dynamics 365 Contact Center's Workforce Management (WFM) framework, when defining Shift Activity Types (such as a lunch break or training slot), you configure an activity status that tells the system how to handle routing during that time.
The unified routing engine evaluates the agent's active shift bookings in real-time.
It detects the unavailable status during break periods and automatically excludes the customer service representative (CSR) from receiving any new conversation or case assignments.
Reference:
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2025/05/30/improve-contact-center-operations-with-shift-based-routing
NEW QUESTION # 29
A company has placed a chat widget on its support website, but visitors tend to sit idle on product pages and leave without ever contacting support. You need to set the system up so the company can engage those customers proactively.
Which two actions can you take? Each correct answer presents a complete solution.
Answer: A,B
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Proactive chat is designed to initiate customer engagement before a visitor manually opens the chat widget. The first required capability is enabling Proactive chat on the relevant chat channel/widget. Microsoft exposes this setting in the chat-channel configuration and requires it to be turned on before proactive invitations can be presented.
The second component is the proactive trigger logic. Dynamics 365 can evaluate visitor behavior such as time spent on a page, page URL, journey information, and other configured conditions. When those conditions are satisfied, the system automatically displays a personalized invitation to start a chat. This directly addresses the scenario in which customers remain on product pages but otherwise leave without initiating a conversation.
Agent scripts are productivity guidance for representatives after an interaction has reached the service representative; they do not trigger a customer-facing invitation. Pre-chat surveys collect information after the customer elects to begin the interaction and therefore cannot initiate engagement with an inactive visitor.
The uploaded question records A and C as the correct actions.
Study Guide reference: Implement channels -> Configure chat -> Configure proactive chat and trigger conditions.
NEW QUESTION # 30
Customer service representatives (CSRs) at a company use a chat channel in Dynamics 365 Customer Service.
The company wants to improve how incoming chats are handled as follows:
* Email addresses must be captured for customer verification before engaging the customer.
* The reason for the contact must be captured before the chat starts and must be used for routing.
You need to configure the chat channel to meet the requirements.
Which action should you perform for each requirement? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 31
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