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| Section | Objectives |
|---|---|
| Topic 1: Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Topic 2: Design AI-enabled contact center experiences | - Configure Dynamics 365 Customer Service capabilities - Implement AI-assisted agent experiences with Copilot |
| Topic 3: Optimize agent productivity using Copilot and automation | - Use Copilot for response generation and summarization - Configure workflow automation for service operations |
| Topic 4: Knowledge and case management with AI | - Implement case routing and automation rules - Configure knowledge base for agent assistance |
| Topic 5: Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
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NEW QUESTION # 76
A queue is receiving more chats than available representatives can handle during a flash sale.
The company wants excess conversations to route to a secondary queue rather than sit indefinitely.
You need to configure this behavior.
What should you configure on the queue?
Answer: C
Explanation:
Overflow configuration on a queue defines where excess work routes when capacity is exceeded (e.g., to a secondary queue), while prioritization determines the order conversations are pulled.
Operating hours control when a queue accepts work at all, and capacity profiles limit per- representative concurrent workload rather than redirecting overflow at the queue level.
NEW QUESTION # 77
A company uses a third-party CRM as its primary system.
Customer service representatives must use Dynamics 365 Contact Center features without leaving the CRM system.
You need to set up Contact Center to meet the requirement.
What should you do?
Answer: C
Explanation:
To meet the requirement of allowing users to leverage Dynamics 365 Contact Center functionalities without leaving a third-party CRM system, you must configure the platform to run in Embedded mode.
Required steps:
1. Retrieve the Embedded Widget URL:
2. Embed the Conversation Widget into the Host CRM:'''
3. Establish Data Sync via Connectors
Reference:
https://github.com/microsoft/dynamics-365-contact-center/blob/main/README.md
NEW QUESTION # 78
A company is configuring Copilot in Dynamics 365 Customer Service to assist customer service representative (CSRs) with real-time responses in the sidecar pane. The company has NOT approved Copilot Studio use yet.
The company configures multiple data sources for Copilot to answer questions and generate draft emails and chats.
Copilot must generate responses by using only supported knowledge sources that are enabled in Copilot Service admin center without enabling knowledge sources from Copilot Studio.
You need to configure the knowledge sources that Copilot can use.
What are two knowledge sources you can configure for Copilot to use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A,C
Explanation:
When Copilot in Dynamics 365 Customer Service is restricted strictly to the native configuration within the Copilot Service admin center (without enabling or routing through Microsoft Copilot Studio), you can configure and use the following supported native knowledge sources:
[E]
Dynamics 365 Internal Knowledge Base: The native knowledge management system within Dynamics 365 Customer Service where your standard internal knowledge articles are created, indexed, and published.
[C]
External Web Search (via Bing): The out-of-the-box web search functionality that utilizes public internet data via Bing to help customer service representatives answer questions, provided it is turned on in your region settings.
Note:
SharePoint, Dataverse files, Enterprise Data, or custom uploaded files-explicitly require turning on the Knowledge Hub / Copilot Studio integration toggle inside the admin center. Since your company has not approved Copilot Studio use, you must leave that option disabled and rely solely on your native Dynamics 365 knowledge articles and Bing web search.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/admin-km-agent
NEW QUESTION # 79
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: B,E
Explanation:
To implement a phased rollout of autonomous agents like the Customer Intent Agent within Dynamics 365 Contact Center, you use the built-in Rollout manager.
Here is exactly how the process functions to achieve a staged deployment:
[A]
Rollout Plans: You navigate to Agent hub via the Copilot Service admin center. From there, you can build phased rollout plans to manage adoption gradually across your organization.
[E]
Lines of Business (LOB): To segment the deployment and avoid a global release, you partition the agent's scope using Lines of Business. This enables you to target the AI agent's intent discovery features to specific departments, case conditions, or operational units first, rather than applying them to all workloads simultaneously.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/create-rollout-plans
NEW QUESTION # 80
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: A,B,E
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
A Dynamics 365 Contact Center web-chat implementation requires three functional layers: the workstream that receives and routes the conversation, the chat widget configuration that controls the customer-facing channel, and the website code that exposes that widget to visitors. A chat workstream establishes the unified-routing context, including fallback queue, work distribution, and channel configuration. Microsoft's workstream guidance directs administrators to create a workstream and then configure the selected chat channel against that workstream.
The chat widget must then be configured with the required behavior and presentation properties. Microsoft supports options such as proactive chat, pre-conversation surveys, authentication, automated messages, operating hours, and domain restrictions. Authentication is not universally mandatory; it becomes mandatory for specific scenarios such as persistent authenticated chat.
Finally, the generated widget code must be copied into the website HTML so the customer can initiate the conversation. Microsoft specifically directs administrators to copy the widget code and paste it into the website's <body> element.
The uploaded material records the required combination as B, D, F.
Study Guide reference: Implement channels -> Configure chat and digital channels; create workstreams; configure and embed chat widgets.
NEW QUESTION # 81
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