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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
| Topic 2: Configure work distribution and routing | 13% | - Implement workforce management
|
| Topic 3: Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
| Topic 4: Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Topic 5: Configure agents and AI capabilities | 13% | - Manage autonomous service agents
|
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NEW QUESTION # 98
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.
A company runs a custom portal and needs secure customer identity validation before any chat can begin. You need to make sure authentication is secure.
Solution: Pass a signed token from an external identity provider during chat initialization.
Does the solution meet the goal?
Answer: A
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Authenticated chat for a custom portal is based on token validation. Microsoft documents that a custom website must generate a JSON Web Token (JWT) representing the authenticated customer and supply that token when the chat is initialized. The Dynamics 365 chat service validates the token against the configured public key and uses the token claims to establish the authenticated customer context.
For custom portals, Microsoft requires the organization to create an RSA public/private key pair, expose a public-key endpoint, generate and sign the JWT with the private key, and provide a JavaScript function that returns the token to the live-chat widget. The setAuthTokenProvider mechanism registers that token provider before startChat initiates the session. The token can also contain contextual values used for routing or representative context.
This approach provides cryptographic identity validation rather than relying on untrusted browser input. The identity provider establishes authentication, signs the security token, and Contact Center validates the signature before treating the customer as authenticated.
The uploaded AB-250 source also records A for this scenario.
Study Guide reference: Implement channels -> Configure authenticated chat -> Configure authentication settings and token-based authentication for custom portals.
NEW QUESTION # 99
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 # 100
Leadership wants a custom KPI - first-contact resolution rate by region - added to the out-of-the- box analytics dashboard, which isn't available by default.
You need to recommend an approach.
What should you do?
Answer: C
Explanation:
The embedded Power BI editor within the Copilot Service workspace analytics reports allows administrators to customize and add KPIs such as a custom first-contact resolution rate by region, without waiting on a Microsoft-delivered report or resorting to manual, non-integrated reporting.
NEW QUESTION # 101
A company plans to improve its customer experience.
The company must be able to collect information from its customers before a conversation starts and pass values to the client application.
You need to configure the chat channels 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: B,C
Explanation:
[C]
To achieve this in Dynamics 365 Contact Center, you should use the setContextProvider API.
Pre-chat data handling: The setContextProvider API is specifically designed to pass custom context and information collected before a chat session starts directly to the conversation context in Dynamics 365.
Passing values: It allows the client-side widget to feed variables (like account numbers, user preferences, or authentication tokens) straight to the agent's workspace.
[E]
Configuring pre-chat questions is exactly how you achieve this in Dynamics 365 Contact Center.
Pre-chat surveys allow you to collect essential customer details-such as account numbers, email addresses, or the reason for the interaction-before a live chat or digital messaging session begins.
Key Capabilities:
Data Transfer: The collected values are automatically securely passed into the Dynamics 365 client application.
Agent Context: The responses populate the agent's active conversation pane, providing immediate context without making the customer repeat themselves.
Automated Routing: You can use these pre-chat answers to feed into unified routing rules, ensuring the conversation lands with the most qualified agent or queue.
Incorrect:
[Not A]
Macros are used after a conversation has already reached an agent. They automate repetitive agent actions within the application-like opening a form or updating a record-but they cannot collect pre-chat info from the customer's portal.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-chat-widget
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-pre-chat-survey
NEW QUESTION # 102
A company uses Dynamics 365 Contact Center to handle customer requests through multiple queues, and customer service representatives (CSRs) are only staffed during specific hours of the day. Requests submitted outside those staffed hours still land in queues and get assigned once CSRs become available, causing delays and a poor customer experience. You need to make sure queues only process work during defined service periods.
What should you configure?
Answer: C
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Queue operating hours define the periods during which a queue is considered available to process work. Microsoft describes operating hours as the schedule during which the customer-support organization is active and explicitly supports associating operating-hours records with queues.
This is the correct level of control for the scenario because the requirement concerns whether the queue itself should accept and process work during a defined service period. By associating appropriate operating hours with each queue, the organization can ensure that routing behavior respects the actual staffed service window rather than simply allowing requests to accumulate until representatives eventually become available.
CSR working hours describe an individual's schedule and are useful for representative eligibility but do not establish the operating window of the entire queue. A traditional Customer Service calendar is often associated with SLA calculations and other service scheduling scenarios rather than the omnichannel queue-processing requirement described here. Channel operating hours may control availability of a channel such as a chat widget, but the scenario specifically states that several queues must process work only during defined periods.
Study Guide reference: Configure work distribution -> Configure queues -> Set up operating hours.
NEW QUESTION # 103
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