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| Section | Objectives |
|---|---|
| Topic 1: Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
| Topic 2: Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
| Topic 3: Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Topic 4: Design AI-enabled contact center experiences | - Configure Dynamics 365 Customer Service capabilities - Implement AI-assisted agent experiences with Copilot |
| Topic 5: Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
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NEW QUESTION # 87
Case Study 2 - 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 currently operates multiple outdated CCaaS platforms across its divisions.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 currently uses an outdated telephony system integrated with a third-party CRM.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 the Dynamics 365 Contact Center solution based on the data protection and compliance requirements.
Which configurations should you apply? To answer, move the appropriate configurations to the correct contexts. 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: Create and manage data masking rules
You should create and manage data masking rules to prevent payment card numbers (credit/debit cards) from appearing in conversations and AI-generated transcripts.
In Dynamics 365 Contact Center and Dynamics 365 Customer Service, you configure data masking by defining regular expressions (regex) that identify sensitive data patterns. Once a masking rule is activated, any identified text in a live interaction is replaced with masked characters (such as # or *), and this obfuscation automatically applies to the stored conversation transcripts.
Key Details About Masking Rules
Out-of-the-Box Rules: Dynamics 365 includes a pre-built, inactive rule for Credit Cards that you can quickly turn on.
Rule Scope: You can choose to mask data sent by the customer, the agent, or both.
System Limit: You can configure and run up to 10 active masking rules simultaneously.
Box 2: Classify and set retention policies by using Microsoft Purview
To retain customer interactions in accordance with company policy, the best action is to Classify and set retention policies by using Microsoft Purview.
Microsoft Purview is the dedicated compliance and governance framework designed specifically to manage data lifecycle requirements (such as retaining or deleting content) across the entire Microsoft ecosystem, including customer interaction records, transcriptions, and AI/Copilot interactions.
Reference:
https://d365goddess.com/enhance-data-protection-in-dataverse-with-secured-masking-rules
https://learn.microsoft.com/en-us/purview/ai-microsoft-purview
NEW QUESTION # 88
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.
You need to provide a solution for supervisors to monitor operations based on the technical requirements.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: A,D
Explanation:
To provide supervisors with advanced analytics, monitoring tools, and actionable insights to manage workloads in Dynamics 365 Contact Center, you should take the following two steps:
Configure real-time dashboards
This directly addresses the requirement for real-time dashboards for intraday Customer Service Representative (CSR) performance and monitoring operational health as it happens.
Enable supervisor actions
This addresses the requirement to manage and optimize CSR workloads by giving supervisors the ability to intervene, assign, or transfer conversations directly from their monitoring tools, providing the "actionable insights" needed to improve operational efficiency.
Scenario: 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.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-realtime-analytics-dashboard-administrator
NEW QUESTION # 89
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:
NEW QUESTION # 90
A company relies on knowledge articles to support its CSRs, who report that relevant articles are not showing up when they search during case resolution. Search results need to reliably surface relevant knowledge articles based on the user's query. You need to improve the accuracy of knowledge search results.
Which two actions should you perform? Each correct answer presents part of the solution.
Answer: A,D
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Dynamics 365 knowledge search uses Dataverse search-historically called relevance search-to retrieve knowledge articles according to query relevance. Microsoft states that when Dataverse search is enabled, the knowledge-management search control uses Dataverse search; otherwise, it falls back to full-text search.
Search accuracy also depends on which Knowledge Article columns are indexed. Microsoft documents that the table's Quick Find configuration determines searchable fields in the Dataverse search index. Find columns become searchable, while view and filter columns influence returned data and filtering behavior.
For knowledge articles specifically, Microsoft's prerequisites identify important searchable columns such as Title, Content, Keywords, Article Public Number, Language, Status, and other metadata. If relevant business content is absent from the searchable column configuration, searches may fail to surface articles even when the information exists in the records.
Search filters can help representatives narrow already-returned results but do not substitute for indexing relevant content. Versioning manages article lifecycle rather than search relevance.
Study Guide reference: Configure the representative experience -> Configure knowledge search, Dataverse search, searchable fields, and knowledge search behavior.
NEW QUESTION # 91
A company is configuring Copilot in Dynamics 365 Customer Service to assist customer service representative (CSRs) with real-time responses in the sidecar pane. The company has NOT approved Copilot Studio use yet.
The company configures multiple data sources for Copilot to answer questions and generate draft emails and chats.
Copilot must generate responses by using only supported knowledge sources that are enabled in Copilot Service admin center without enabling knowledge sources from Copilot Studio.
You need to configure the knowledge sources that Copilot can use.
What are two knowledge sources you can configure for Copilot to use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A,B
Explanation:
When Copilot in Dynamics 365 Customer Service is restricted strictly to the native configuration within the Copilot Service admin center (without enabling or routing through Microsoft Copilot Studio), you can configure and use the following supported native knowledge sources:
[E]
Dynamics 365 Internal Knowledge Base: The native knowledge management system within Dynamics 365 Customer Service where your standard internal knowledge articles are created, indexed, and published.
[C]
External Web Search (via Bing): The out-of-the-box web search functionality that utilizes public internet data via Bing to help customer service representatives answer questions, provided it is turned on in your region settings.
Note:
SharePoint, Dataverse files, Enterprise Data, or custom uploaded files-explicitly require turning on the Knowledge Hub / Copilot Studio integration toggle inside the admin center. Since your company has not approved Copilot Studio use, you must leave that option disabled and rely solely on your native Dynamics 365 knowledge articles and Bing web search.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/admin-km-agent
NEW QUESTION # 92
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