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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Channels | 30-35% | - Configure customer engagement channels
|
| Topic 2: Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Topic 3: Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Topic 4: Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Topic 5: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
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10. Frage
A company plans to launch an outbound campaign targeting customers based on predefined engagement conditions.
The campaign must define how interactions are initiated, processed, and tracked.
You need to configure the campaign structure.
What should you configure?
Antwort: C
Begründung:
In a Dynamics 365 Contact Center environment, launching a structured, targeted outbound campaign is accomplished natively using Proactive Engagement capabilities.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-proactive-engagement
11. Frage
A company runs multiple queues to handle customer requests, and escalation work items need to be handled ahead of standard requests no matter when they arrive. Right now escalation work gets delayed because items are processed by arrival time instead of business priority. You need to make sure escalation work is processed first.
Which two actions should you perform? Each correct answer presents part of the solution.
Antwort: C,E
Begründung:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Dynamics 365 unified routing supports explicit queue priority so work from important queues can be evaluated ahead of work from less important queues. Microsoft states that queues are ordered from highest to lowest priority during assignment and that a smaller priority number represents higher priority. For example, a queue assigned priority 1 is evaluated before a queue assigned priority 2.
The escalation queue should therefore be assigned the higher queue priority, and queue prioritization must be used across the representative's subscribed queues. This changes processing from simple arrival-time behavior to a business-priority model in which escalation items are considered before routine items.
Longest-idle assignment answers a different question: after a work item is selected, it can help determine which representative should receive it. It does not make the escalation queue itself outrank standard queues. Skills-based routing determines representative qualification, while overflow addresses conditions in which normal queue handling is not possible.
Microsoft's assignment documentation explicitly distinguishes prioritization within a queue from prioritization across queues and identifies the Queue priority field as the cross-queue control.
Study Guide reference: Configure work distribution -> Configure queue prioritization and assignment methods.
12. Frage
Hotspot Question
You are configuring inbound and outbound calling behavior for voice interactions.
Inbound calls must follow the appropriate handling configuration. Outbound calls must display the specified caller ID when a customer service representative (CSR) places the call.
You need to perform the necessary task for each requirement.
What task should you perform to meet each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Antwort:
Begründung:
Explanation:
Box 1: Assign the inbound profile to the phone number
To configure direct inbound calls to follow a specific handling configuration in Dynamics 365 Contact Center, you assign the inbound profile to the phone number (or user/representative for direct inward dialing).
Box 2: Assign the queue to the outbound profile.
Outbound Calling Configuration
When setting up an outbound profile in Dynamics 365 Contact Center or Customer Service, you configure the caller ID by linking the specific queue and capacity profile.
In the outbound profile settings, you select the Queue from a dropdown list and specify the desired Caller ID number.
This association ensures that when a customer service representative (CSR) assigned to that queue makes an outbound call, the correct specified caller ID is displayed to the customer.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-outbound-inbound-profiles
13. Frage
A company uses Dynamics 365 Contact Center to handle incoming interactions.
Customer service representatives (CSRs) report that when a new work item arrives, they cannot determine the type or context of the request until after accepting it.
CSRs must be able to determine key details about work items before accepting them to decide how to handle the interactions.
You need to configure how work items appear to CSRs.
What should you do?
Antwort: B
Begründung:
The best action is to define the title and message shown for incoming conversations To allow customer service representatives (CSRs) to see key details and context before accepting incoming interactions, you need to create and configure custom Notification Templates.
Out-of-the-box templates cannot be modified directly.
By customizing the notification template field variables, you can alter what context is displayed on the incoming screen pop before an agent clicks accept. Administrators use Microsoft Dynamics
365 notification templates to configure specific fields-such as the customer name, the queue name, or custom case details-directly within the notification's title and message fields. This allows customer service representatives (CSRs) to evaluate the type and urgency of the interaction before accepting it. Conversely, defining rules for assigning work items only determines which agent or queue receives the item, but it does not change the physical appearance or context shown on the incoming alert banner.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/notification-templates
14. Frage
A company needs to monitor campaign success and CSR performance during proactive engagement campaigns. You need to configure the monitoring capabilities to meet these requirements.
Which two approaches could achieve this goal? Each correct answer presents a complete solution.
Antwort: D,E
Begründung:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Dynamics 365 Contact Center provides both historical and real-time analytics for proactive outbound engagement, and the two perspectives serve complementary operational purposes.
Historical proactive outbound analytics supports retrospective evaluation of campaign effectiveness. Microsoft exposes the Proactive Outbound dashboard as part of Omnichannel historical analytics, enabling organizations to examine outbound performance, representative productivity, call activity, outcomes, and longer-term trends.
Real-time proactive engagement analytics provides an operational view of campaigns currently running. Microsoft's Proactive Engagement dashboard exposes information such as pending engagements, engagements in progress, throughput, agent availability, connect rate, abandoned rate, handle time, and completed engagement outcomes. This enables supervisors to assess campaign pacing and CSR utilization while the outreach operation is still active.
Conversation diagnostics is primarily a troubleshooting tool for conversation lifecycle, routing, transfer, and system behavior; it is not the principal campaign-performance dashboard. Workstream settings configure interaction processing rather than provide campaign analytics.
Using both historical and real-time outbound analytics therefore provides the required coverage of campaign success and representative performance.
Study Guide reference: Manage analytics for Dynamics 365 Contact Center -> Configure historical and real-time analytics for proactive engagement.
15. Frage
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