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| Section | Objectives |
|---|---|
| Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
| Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
| Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
| Optimize agent productivity using Copilot and automation | - Use Copilot for response generation and summarization - Configure workflow automation for service operations |
| Implement omnichannel engagement | - Enable voice and unified routing scenarios - Configure digital messaging and chat channels |
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NEW QUESTION # 115
Drag and Drop Question
A company uses AI-enabled routing.
The customer service manager requires the routing to perform the following:
- Predict required skills automatically.
- Apply predicted skills during routing.
You need to configure the routing to meet the requirements.
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: Configure an intelligent skill finder model
To automatically predict required skills for incoming conversations in a Dynamics 365 Contact Center environment with AI-enabled routing, you must configure an Intelligent Skill Finder model.
This machine learning feature eliminates the need to maintain complex manual declarative rules.
Box 2: Create a machine learning classification rule.
To apply predicted skills during routing in Dynamics 365 Contact Center, set up machine learning-based skill classification rulesets using the Intelligent Skill Finder Model.
Add Classification Rulesets: Create a machine learning-based skill classification ruleset in the unified routing workflow and link your trained skill finder model to automatically tag incoming work items with predicted sk.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-skill-based-routing
NEW QUESTION # 116
Drag and Drop Question
A company creates custom security roles for service representatives.
Users in the same job function must have consistent permissions. One individual requires access aligned to that individual's persona.
You need to configure access for the users.
Which actions should you perform? To answer, move the appropriate actions to the correct requirements. Each action may be used 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: Add the user to a team that has the mapped role
Adding the user to a team assigned the mapped role is the correct approach to standardize permissions.
Managing Permissions with TeamsService representatives gain application access and privileges through team membership and team-assigned security roles.
Microsoft Entra ID groups can be linked to Power Platform teams to automate and simplify user privilege management.
Consistent permissions are maintained because updating the team's security roles instantly applies standard access to all assigned members.
Box 2: Map each custom security role to a persona
To enable persona-based access for the user, you should map the custom security role to the Agent persona.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/role-persona-mapping
NEW QUESTION # 117
A company uses Dynamics 365 Customer Service with Workforce management and shift-based routing enabled.
Customer service representatives (CSRs) at the company must receive work only during scheduled working hours. They must NOT receive work during breaks within a shift.
You need to configure routing eligibility.
How should you complete each configuration? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 118
You need to configure proactive outbound engagement.
How should you complete the configuration? To answer, select the appropriate action in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 119
You need to optimize voice interaction performance based on the voice agent configuration requirements.
Which features 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 # 120
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