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| Section | Weight | Objectives |
|---|---|---|
| Configure work distribution and routing | 13% | - Configure workstreams and queues
|
| Configure representative experience and productivity | 18% | - Enable productivity tools
|
| Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
| Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
| Implement channels and engagement experiences | 33% | - Configure contact center environments
|
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NEW QUESTION # 105
Drag and Drop Question
A company uses security roles to ensure that its customer service representatives (CSRs) have access only to the features and data required to perform their duties.
However, default roles currently grant excessive permissions to CSRs.
The company requires that access be limited as follows:
- Reduce permissions to just the features and data that are required
for each CSR role.
- Allow non-administrators to assign roles to CSRs without full system
access.
You need to configure the minimal security access for each requirement.
Which action should you perform first 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 custom security role with the required privileges only
To solve this problem, you should create a custom security role with the required privileges only.
Principle of Least Privilege: When default security roles grant excessive permissions, the standard best practice in Microsoft Dynamics 365 is to create a custom security role. This allows you to granularly define exactly which privileges (Read, Write, Append, etc.) and access levels (User, Business Unit, Organization) your customer service representatives (CSRs) need to perform their duties.
How to Implement Safely: It is highly recommended to copy/clone the existing default role, rename it with your organization's prefix (e.g., Contoso CSR - Restricted), and then scale back and remove the excessive permissions. This protects the integrity of the original built-in security roles.
Box 2: Create a custom security role for delegated role assignment.
You can create a custom security role for delegated role assignment. To enable a non- administrator to manage and assign security roles to customer service representatives (CSRs) without granting full System Administrator access, you must configure specific table privileges within the custom role and adhere to Microsoft Dataverse privilege elevation rules.
Required Privileges for the Custom Role
Configure the custom delegated assignment role with the following explicit permissions under the Business Management tab:
Security Role (role) Table: Grant Read and Assign privileges. This enables the user to view available roles and execute the "Manage Roles" command.
User (systemuser) Table: Grant Read and Write privileges so they can access and modify user profiles.
Reference:
https://www.dynamicpeople.nl/news/tips-for-setting-up-user-security-roles-d365-sales
https://learn.microsoft.com/en-us/power-platform/admin/assign-security-roles
NEW QUESTION # 106
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:
NEW QUESTION # 107
A company must be able to monitor campaign success and customer service representative performance during proactive engagement campaigns.
You need to configure the monitoring capabilities to meet the requirements.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A,C
Explanation:
You need to view and analyze the following built-in reporting assets:
[E]
The Proactive Outbound / Proactive Engagement Dashboards: These give you comprehensive visibility into campaign success metrics. You can track KPIs such as delivery status, result, dialing modes, connect rate percentages, live person deliveries, and abandoned conversations.
[D]
The Real-Time Proactive Engagement Report: This provides an in-flight, live view of active outbound activity, allowing you to monitor ongoing pacing, engagement workloads, and immediate campaign progress as it happens.
Reference:
https://github.com/MicrosoftDocs/dynamics-365-contact-center/blob/main/contact-center/use/proactive-engagement-dashboard.md
https://learn.microsoft.com/en-us/dynamics365/customer-service/use/intro-realtime-analytics-dashboard
NEW QUESTION # 108
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: D
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 # 109
Case Study 1 - Fabrikam, Inc
Background
Fabrikam, Inc. is a mid-sized global company that provides outsourced customer support services for retail and telecommunications clients. The company operates multiple regional contact centers. Fabrikam, Inc. is transitioning to a unified cloud-based platform by implementing Microsoft Dynamics 365 Contact Center.
The goal is to improve customer satisfaction, reduce average handling time, and increase workforce productivity while enabling AI-assisted customer interactions.
Fabrikam, Inc. has an established Microsoft ecosystem, including Microsoft Azure and Microsoft Power Platform. The company requires that all implementations follow best practices for scalability, maintainability, and governance, while aligning with internal governance and security standards.
Current environment
Contact Center infrastructure
- Fabrikam, Inc. currently uses an outdated on-premises telephony system that does NOT integrate with modern CRM systems.
- The company is migrating to Dynamics 365 Contact Center to support voice-based interactions.
- Azure resources are centrally managed by the IT team.
- Azure Application Insights is provisioned but not yet connected to any contact center workload.
- Microsoft Entra ID is used for identity and access management.
Application lifecycle management (ALM)
- The company maintains separate development, test, and production environments in Microsoft Dataverse.
- Solutions are deployed as managed or unmanaged depending on the environment.
- Configuration data must be moved between environments without manual recreation.
- The IT team requires repeatable and governed deployment processes.
Users and roles
- Customer service representatives (CSRs) handle inbound customer calls.
- Supervisors monitor performance and manage workforce scheduling.
- Administrators configure and maintain the system.
- Roles are defined for CSRs, supervisors, and administrators, but permissions are not consistently enforced.
- Access must be restricted based on user responsibilities to enforce least privilege.
Business requirements
Voice channel
- Customers must be able to contact customer support through an inbound voice channel.
- Incoming calls must be routed to available CSRs based on predefined criteria.
- Customer input must be collected through an automated interaction before routing.
- Some inquiries must be resolved without involving a human representative.
- When escalation is required, CSRs must receive relevant information collected earlier in the interaction.
Workforce management (WFM)
- Supervisors must define shifts and assign schedules for CSRs.
- CSRs must receive interactions during their scheduled shifts only.
- Some shifts must allow for times that do NOT accept phone calls.
- WFM capabilities must be enabled within the contact center solution.
AI and automation
- The solution must support AI-driven capabilities to handle frequently asked customer questions.
- The system must support generative AI for natural, conversational interactions.
- When an issue cannot be resolved automatically, escalation paths must be defined.
Routing and work assignment
- Customer interactions must be managed through a structured process to ensure consistent handling.
- Information collected during the voice agent interactions must be available to CSRs.
- CSRs must be assigned to handle interactions based on their expertise.
Analytics and monitoring
- The company must monitor conversation performance and identify and troubleshoot issues affecting customer experience.
- The solution must provide detailed diagnostic information to support troubleshooting across the interaction lifecycle.
- Supervisors must be able to analyze interaction quality and identify trends and bottlenecks.
Technical requirements
Voice channel configuration
- Dynamics 365 Contact Center must be used to support voice-based customer interactions.
- The solution must support inbound calling through configured phone numbers.
- Voice interactions must be routed in a way that follows best practices for scalability and consistent performance.
IVR and voice agents
- IVR flows must support both naturally spoken input and keypad input.
- Voice agents must be configured by using Copilot Studio.
- AI agents must be able to retrieve customer data from backend systems when needed.
Security and access
- Access must be restricted based on user responsibilities and follow the principle of least privilege.
- CSRs must access records relevant to only the interactions they handle.
- Supervisors must have visibility into CSR performance and schedules.
- Administrators must have full access to configure and manage the solution.
ALM and deployment
- Production deployments must use managed solutions.
- Configuration data must be moved between environments by using supported tools and without manual recreation.
- Deployment processes should be automated to ensure consistency and reliability.
Issues
- The current system lacks integration between voice interactions and CRM systems.
- CSRs receive calls outside of their scheduled shifts.
- Fabrikam, Inc. has no consistent process for deploying configurations across environments.
- AI capabilities are underused, resulting in increased interaction volumes.
- Some customers interact from a noisy environment, which makes it difficult for CSRs and agents to serve them efficiently.
- Supervisors lack visibility into detailed conversation diagnostics.
- Access permissions are not consistently aligned with user responsibilities, causing access inconsistencies.
Drag and Drop Question
You need to ensure that CSRs receive calls during their scheduled working hours only.
How should you perform the configurations? To answer, move the appropriate features to the correct requirements. You may use each feature 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: Enable shift-based routing that uses activity types
To prevent call assignment outside of defined working schedules in Dynamics 365 Contact Center, you should enable shift-based routing that uses activity types.
Shift Activity Types control availability: Under this model, the unified routing engine references specific shift activity types tied to a customer service representative's (CSR) schedule.
Assignable vs. Non-Assignable Statuses: Activities within a shift plan are explicitly categorized as either Assignable (e.g., standard phone support) or Non-Assignable (e.g., breaks, lunch, or training).
If a CSR is outside their scheduled shift or on a designated non-assignable activity block, the routing engine recognizes this in real time and automatically prevents new work items or voice calls from being routed to them.
Box 2: Configure the CSR calendar for channel-based availability
Configure the CSR calendar for channel-based availability aligns with setting up agent calendar/schedules in unified routing.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-routing-on-agent-calendar
NEW QUESTION # 110
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