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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage analytics and continuous improvement | 13% | - Configure reporting and dashboards
|
| Topic 2: Configure agents and AI capabilities | 13% | - Manage autonomous service agents
|
| Topic 3: Configure representative experience and productivity | 18% | - Enable productivity tools
|
| Topic 4: Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Topic 5: Configure work distribution and routing | 13% | - Configure workstreams and queues
|
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NEW QUESTION # 26
A company uses Dynamics 365 Customer Service to manage knowledge articles.
The company deploys a customer self-service portal.
Customers report that they cannot find any knowledge articles in the portal. Customer service representatives can access articles internally.
Customers must be able to access knowledge articles. The solution must:
- Ensure knowledge articles are visible in the portal.
- Ensure only approved and published content is exposed.
- Avoid exposing draft or internal-only articles.
You need to ensure that knowledge articles are available in the portal according to the requirements.
Which two actions should you perform? Each correct answer presents part of the solution.
Answer: A,E
Explanation:
To achieve all three requirements for exposing Dynamics 365 Customer Service knowledge articles on your customer self-service portal, you need to configure the Publishing Settings, Internal vs. External visibility settings, and Data Permissions.
[E]
Step 1: Set the Article Status and Expose to the Web
To meet requirement Approved/Published only and requirement No drafts, articles must explicitly go through the correct lifecycle stage: [
1. Navigate to Knowledge Articles and open the target article.
2. In the publishing dialog box, look for the Internal field and ensure it is set to No. If set to Yes, the article remains restricted to internal customer service representatives.
[D]
Step 2: Configure Content Access Levels (CAL)
To satisfy requirement Visible to clients and requirement Internal-only hidden, ensure Content Access Levels are correctly mapped to your portal users:
1. Go to the Portal Management App within Power Apps.Under Website > Site Settings, check if the setting KnowledgeManagement/ContentAccessLevel/Enabled is configured.
2. If it is set to true, the system filters articles based on the digital badges/access levels assigned to portal accounts. Ensure your external clients' Web Roles have the appropriate Content Access Level assigned to match the articles.
3. If it is set to false, all Published/External articles are globally visible to anyone on the portal (including anonymous users, depending on table permissions).
4. On the Knowledge Article record itself, assign the matching Content Access Level in the sub- grid if CAL filtering is active.
Reference:
https://meganvwalker.com/filter-knowledge-based-articles-with-content-access-levels/
NEW QUESTION # 27
Hotspot Question
A company uses Dynamics 365 Contact Center.
The company must be able to redirect work items when they reach a maximum wait time of 30 seconds.
You need to configure Contact Center queues to meet the requirements.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Overflow threshold
To trigger an action when a wait time reaches 30 seconds in Dynamics 365 Contact Center, you should use an overflow threshold (specifically configured under Overflow handling within the queue settings).
Overflow Handling: This feature allows you to define explicit condition-action pairs. By selecting the Waiting time in queue exceeds condition and setting it to 30 seconds, you can directly trigger an action-such as transferring the customer to another queue, routing to voicemail, or offering a direct callback.
Box 2: Queue transfer
You should use a queue transfer (or route/transfer to queue) to redirect active conversations or work items to a different queue in Dynamics 365 Contact Center.
Transfer to Queue: Move an active conversation to a specialized queue when a request needs deeper expertise or better workload balancing.
Overflow Handling: Automatically redirect queries to another queue when wait times or work item limits are exceeded.
Route Action: Change the queue or assign the item to a specific user if an item was sent to the wrong place initially.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/manage-overflow
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2026/03/25/dynamics-365-contact-center-transfer-capabilities/
NEW QUESTION # 28
An engineering team needs to correlate voice channel latency spikes with specific routing decisions for root-cause analysis, using telemetry beyond what the built-in analytics reports show.
You need to recommend a configuration.
What should you do?
Answer: B
Explanation:
For deep technical root-cause analysis beyond standard business-facing analytics, Dynamics 365 Contact Center supports configuring and embedding Application Insights telemetry and conversation diagnostics, giving engineering teams granular, correlatable data (e.g., latency, routing decisions) that out-of-the-box reports aren't designed to surface.
NEW QUESTION # 29
A company has placed a chat widget on its support website, but visitors tend to sit idle on product pages and leave without ever contacting support. You need to set the system up so the company can engage those customers proactively.
Which two actions can you take? Each correct answer presents a complete solution.
Answer: A,C
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Proactive chat is designed to initiate customer engagement before a visitor manually opens the chat widget. The first required capability is enabling Proactive chat on the relevant chat channel/widget. Microsoft exposes this setting in the chat-channel configuration and requires it to be turned on before proactive invitations can be presented.
The second component is the proactive trigger logic. Dynamics 365 can evaluate visitor behavior such as time spent on a page, page URL, journey information, and other configured conditions. When those conditions are satisfied, the system automatically displays a personalized invitation to start a chat. This directly addresses the scenario in which customers remain on product pages but otherwise leave without initiating a conversation.
Agent scripts are productivity guidance for representatives after an interaction has reached the service representative; they do not trigger a customer-facing invitation. Pre-chat surveys collect information after the customer elects to begin the interaction and therefore cannot initiate engagement with an inactive visitor.
The uploaded question records A and C as the correct actions.
Study Guide reference: Implement channels -> Configure chat -> Configure proactive chat and trigger conditions.
NEW QUESTION # 30
A company uses Dynamics 365 Contact Center to handle customer interactions across multiple channels, and supervisors are responsible for monitoring active conversations and stepping in when issues come up. Supervisors report they have to switch between several pages to view conversations and take action, which slows down response time. The company wants supervisors to monitor conversations and act on them without ever leaving a single interface. You need to configure and monitor SLAs to support contact center operations.
What should you do?
Answer: A
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
The decisive requirement is that supervisors must monitor active conversations and take operational action from a consolidated interface. The Dynamics 365 Contact Center Supervisor experience is designed for exactly this purpose. Microsoft provides an All ongoing conversations experience in which supervisors can view active voice and digital interactions, filter them, and perform actions such as assign, transfer, monitor, force close, or notify without navigating between unrelated pages.
Microsoft's supervisor tooling also supports silent call monitoring and intervention when required. Supervisors can monitor representative/customer conversations without participating, then consult or join when assistance is necessary.
Historical analytics is valuable for retrospective trend analysis, but it does not provide the live intervention capability required here. Embedding or customizing dashboards can improve visualization, yet a dashboard alone does not supply the operational supervisor actions required for active conversations.
Therefore, configuring the Supervisor experience provides both real-time visibility and actionable conversation management from a unified operational workspace.
Study Guide reference: Manage analytics for Dynamics 365 Contact Center -> Configure the Supervisor experience; monitor real-time conversations and take supervisor actions.
NEW QUESTION # 31
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