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| Section | Weight | Objectives |
|---|---|---|
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
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NEW QUESTION # 97
You need to design a voice agent that satisfies the voice channel and IVR technical requirements.
What should you do?
Answer: B
NEW QUESTION # 98
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 # 99
A company uses skills-based routing for incoming service requests.
The system uses a skill-matching algorithm.
Requests must be assigned only to customer service representatives (CSRs) who are most qualified to solve the issue.
You need to ensure that only qualified CSRs receive work.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: B,C
Explanation:
To ensure that only the most qualified Customer Service Representatives (CSRs) receive incoming service requests in Dynamics 365 Contact Center, you must configure a structured, skill-based unified routing workflow.
1. Establish Skills and Proficiencies
Before routing can occur, you must define what a "qualified" representative looks like.
[C]
Define Skill Types and Skills: Create categorized tags such as technical knowledge (e.g., product lines), operational categories (e.g., billing, refunds), or language fluencies.
[D]
Assign Skills to CSRs: Map these defined skills and their respective proficiency levels directly to individual Bookable Resource user profiles.
2. Configure Workstream Classification
3. Enforce the Exact Match Algorithm
4. Create Queue Assignment Methods
Reference:
https://medium.com/@polataydin/skill-based-routing-in-d365-omnichannel-lessons-from-the-field-8aa976fa108f
NEW QUESTION # 100
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.
Answer: A,B
Explanation:
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.
NEW QUESTION # 101
You need to design voice interactions that resolve the caller interaction issues.
Which input method should you configure? 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:
NEW QUESTION # 102
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