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| Section | Weight | Objectives |
|---|---|---|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
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NEW QUESTION # 37
Drag and Drop Question
A company uses separate development, test, and production environments for Dynamics 365 Contact Center.
The company plans to move approved customizations downstream by using a repeatable ALM process. The process must package the changes and restrict direct editing in target environments.
You need to package Contact Center customizations for the deployment process.
Which action should you perform for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each action 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: Create a solution that contains the required components
Incorrect:
* Expert unmanaged changes directly from production
To meet your Application Lifecycle Management (ALM) requirements for Dynamics 365 Contact Center, you must export the customizations from the development, not from production, environment as a managed solution.
In Steps
*-> 1. Develop in Unmanaged Solutions: Create and group all Contact Center configurations and customizations (such as unified routing configurations, agent experience profiles, and chat widgets) within an unmanaged solution inside your Development environment.
2. Export as Managed: Package these components for downstream deployment by exporting the solution as a managed solution.
3. Deploy Downstream: Import this sealed, managed solution package into your Test and Production environments. This blocks direct modifications in production and maintains a predictable, repeatable promotion path.
Box 2: Import the package as a managed solution in the target environments To meet the requirement of promoting customizations from development to test while restricting direct editing in target environments, you must export the unmanaged solution from the development environment and import it into the test environment as a managed solution.
Reference:
https://learn.microsoft.com/en-us/power-platform/architecture/reference-architectures/enterprise-power-platform-alm
NEW QUESTION # 38
Drag and Drop Question
A company uses Dynamics 365 Contact Center.
Supervisors must be able to perform the following:
- Observe conversations without notifying customers and without
interacting.
- Redirect a conversation from one customer service representative
(CSR) to another CSR.
You need to configure the supervisor settings to meet the requirements.
You need to configure the minimal security access for each requirement.
What should you configure 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: Monitor
To meet this requirement with the minimal security access, you should use the Monitor configuration.
Monitor allows a supervisor to join a live conversation silently. The customer is not notified, and the supervisor cannot interact with either party. This perfectly matches your requirements while adhering to the principle of least privilege.
Box 2: Transfer
To meet the requirement of redirecting a conversation from one Customer Service Representative (CSR) to another while maintaining minimal security access, you should use the Transfer configuration.
Transfer: By default, Dynamics 365 Contact Center allows CSRs to directly transfer a conversation to another queue or representative without needing specialized supervisor permissions. Enabling Direct Transfer allows a regular agent to choose another agent directly, resolving the issue efficiently Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-monitor-assign-transfer-conv
NEW QUESTION # 39
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 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:
Explanation:
Box 1: Real-time Speech agent
Use the Real-time Speech agent configuration to handle streaming speech recognition and live response generation during phone calls.
Real-time Speech agent manages low-latency audio streaming, continuous voice activity, barge- in support, and real-time conversation flow.
Managed inside Microsoft Copilot Studio under voice-enabled agent settings.
Box 2: NLU in Copilot Studio
To configure intent-based journey orchestration in a Dynamics 365 Contact Center voice interaction environment, you should use NLU in Copilot Studio.
Intent Recognition & Extraction: Microsoft Copilot Studio provides the Natural Language Understanding (NLU/NLU+) models necessary to process interactive voice response (IVR) capabilities.
Dynamic Conversational Flow: It interprets user intent dynamically during voice calls, extracting meaning to choose the best topics, workflows, or actions.
Voice Capabilities: Copilot Studio directly handles speech and dual-tone multi-frequency (DTMF) inputs, orchestrating the caller's self-service journey before escalating or routing the call when needed.
Reference:
https://learn.microsoft.com/en-us/microsoft-copilot-studio/voice-configuration
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-bot-virtual-agent
NEW QUESTION # 40
A company uses separate development, test, and production environments for Dynamics 365 Contact Center.
The company plans to move approved customizations downstream by using a repeatable ALM process. The process must package the changes and restrict direct editing in target environments.
You need to package Contact Center customizations for the deployment process.
Which action should you perform for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each action 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 # 41
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:
The best action to take is to use predictive dialing mode.
In Dynamics 365 Contact Center, the predictive dial mode is explicitly designed for high-volume outbound campaigns. It uses a dynamic AI algorithm to pace and automatically initiate outbound calls based on forecasted availability. By considering factors such as representative availability, customer pick-up statistics, and call abandonment rates, it ensures that calls are initiated ahead of time so a live customer connects right as a customer service representative (CSR) becomes available. This maximizes agent utilization and minimizes idle time.
Reference:
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2026/02/03/proactive-voice-engagements-dynamics-365-contact-center
NEW QUESTION # 42
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