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| Section | Weight | Objectives |
|---|---|---|
| Configure agents and AI capabilities | 13% | - Manage autonomous service agents
|
| Implement channels and engagement experiences | 33% | - Configure omnichannel channels
|
| Manage analytics and continuous improvement | 13% | - Implement governance and compliance
|
| Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
| Configure work distribution and routing | 13% | - Design routing strategies
|
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NEW QUESTION # 11
Drag and Drop Question
A company is evaluating cost drivers for a Dynamics 365 Contact Center deployment that has the following license types:
- Dynamics 365 Contact Center (Digital + Voice)
- Dynamics 365 Contact Center Voice
The company must be able to associate platform costs for the following with their billing models:
- Copilot-generated responses
- Customer service representative (CSR) platform access
- Call recording and telephony minutes
- Included IVR minutes per user
You need to identify the billing method for each cost component.
Which billing method should you select for each component? To answer, move the appropriate billing methods to the correct Contact Center feature. You may use each billing method 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: Consumption-based billing
Copilot-generated responses and advanced AI actions in Dynamics 365 Contact Center are billed via a consumption-based model using Copilot Credits through Microsoft Copilot Studio.
Box 2: Per-user billing
The billing method for Customer Service Representative (CSR) platform access in Microsoft Dynamics 365 Contact Center is structured as a subscription-based, named per-user licensing model.
Each representative accessing the platform requires their own dedicated, monthly user subscription license (USL). Microsoft does not utilize concurrent seat or shared user licensing for this platform.
Box 3: Consumption-based billing
The billing method for call recording and telephony minutes in Dynamics 365 Contact Center is consumption-based billing (utilizing a pay-as-you-go model via underlying Azure Communication Services or direct operator usage).
Box 4: Included entitlement
The billing method for included IVR minutes per user in Dynamics 365 Contact Center is an included entitlement.
Entitlement pool: Each user license for Dynamics 365 Contact Center Voice (or the combined Digital + Voice bundle) comes with an allocation of 2,000 Intelligent Voicebot (IVR) minutes per user per month.
Tenant pooling: These minutes accrue and are pooled together at the tenant level based on the total number of user licenses purchased.
Consumption rule: Calls handled by the conversational IVR bot draw from this collective tenant pool rather than triggering separate consumption-based line-item bills until the included capacity is exceeded.
Reference:
https://www.microsoft.com/en-us/dynamics-365/products/contact-center/pricing
NEW QUESTION # 12
A company uses Dynamics 365 live chat on its website.
The digital team wants the chat experience to use the existing brand kit and style guide of the company and support a more tailored web experience.
The company requires a solution that enables it to control the chat experience through customization.
You need to expand chat behavior beyond default capabilities.
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:
[A]
To achieve complete control over the branding, style, and behavioral logic of a Dynamics 365 live chat widget, you can implement a custom chat widget using the Omnichannel Live Chat SDK rather than using the default out-of-the-box widget script.
While the standard Power Platform admin center allows for basic color and logo changes, it cannot fully ingest a complex brand kit or support advanced, tailored web experiences.
[B]
The Omnichannel JavaScript API gives you the code-level control required to deeply customize the visual branding beyond basic settings and dynamically expand chat behavior based on custom website triggers.
Customization and Branding: The standard chat widget configuration settings only allow for basic UI adjustments (like primary colors and logos). To fully align the chat experience with a highly tailored corporate brand kit and style guide, you must use the JavaScript API to manipulate the widget UI or pass custom CSS.
Expanding Chat Behavior: The JavaScript API allows you to programmatically trigger the chat window, listen to web events, pass custom context from the web page in real-time, and control exactly when and how the chat appears to the user based on their browsing behavior.
Incorrect:
[Not C]
Configure workstream context variables: This is used to route chats to specific queues or agents based on data passed from the website. While essential for routing logic, it does not alter the visual style guide or expand the front-end chat behavior.
[Not D]
Modify chat widget configuration settings: This is useful for out-of-the-box changes (e.g., widget theme color, title, and operating hours), but it is too limited to support a fully tailored brand kit or advanced custom behaviors.
Reference:
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2023/04/24/drive-brand-loyalty-with-a-customizable-live-chat-widget-in-dynamics-365-customer-service/
NEW QUESTION # 13
A company synchronizes users from Microsoft Entra ID to the Dynamics 365 Contact Center environment.
Some users who have Microsoft Entra IDs cannot access Contact Center features.
You need to enable access for the users with the right permissions needed for Contact Center.
What should you do?
Answer: C
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Dynamics 365 Contact Center supports scalable user-access administration through Microsoft Entra security groups linked to Dataverse teams. Administrators can create a Dataverse team of type Microsoft Entra ID Security Group, associate it with the relevant Entra group, and assign the required Contact Center security roles to that team. Users who become members of the linked group inherit the team's roles and therefore obtain the associated Contact Center permissions.
This design is particularly appropriate when the scenario emphasizes synchronized Microsoft Entra users. Current Microsoft guidance identifies team-based access through Entra security groups as a scalable mechanism that reduces repetitive per-user security administration. Typical roles assigned at team level include Basic User, Customer Service Representative, and Omnichannel agent, depending on the workload.
Field-level security is intended to restrict access to secured columns and is not the primary mechanism for granting application functionality. Assigning multiple roles indiscriminately also violates least-privilege design. Adding the synchronized user to the appropriately secured team therefore provides the required access while preserving centralized group-based administration.
Study Guide reference: Deploy Dynamics 365 Contact Center -> Manage users -> Create user accounts and manage security roles.
NEW QUESTION # 14
A company uses Dynamics 365 Customer Service, along with a custom table for tracking internal issues, and CSRs track cases separately. CSRs need to resolve issues faster and more consistently. You need to make sure knowledge articles are available during issue resolution.
What should you do first?
Answer: B
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Before a custom table can participate in embedded knowledge management, the table must first be enabled for knowledge management. Microsoft documents that the Knowledge Base Search control can be added only to tables/entities for which knowledge management has been enabled. In the classic configuration, this means selecting the Knowledge Management capability on the table; in the modern experience, the relevant record type must be enabled for knowledge use.
Once enabled, Dynamics 365 creates the necessary relationship between the custom table and the KnowledgeArticle table and allows knowledge-search controls or workspace knowledge search to use the custom record as contextual input. Microsoft notes that enabling embedded knowledge search for a table automatically creates the many-to-many relationship used to associate knowledge articles with records of that table.
Configuring search providers is relevant when external knowledge sources must be federated, but it is not the prerequisite for enabling native knowledge articles on a custom table. Similarly, search controls or article relationships should be configured after the table itself is enabled for knowledge management.
Study Guide reference: Configure the representative experience -> Create and administer knowledge management; enable knowledge management for custom tables.
NEW QUESTION # 15
A company must ensure that work continues to be routed when there is a challenge in routing for voice queues or the voice queues reach capacity.
You need to configure the workstream and queue to meet the requirement.
Which two items should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: B,C
Explanation:
To ensure work continues to be safely routed when there is a challenge in the routing rules or the voice queues reach full capacity, you must set up the following two items:
Fallback queue (configured on the Workstream): This acts as a safety net. If there is a routing error or if the intake/route-to-queue rules fail to resolve to a specific queue, the workstream automatically passes the call to the fallback queue so it is not dropped or lost.
Overflow conditions / management (configured on the Queue): This manages peak load scenarios when a queue reaches its limits. You configure rules such as Work item limit exceeds or Wait time exceeds to automatically trigger actions like transferring the caller to a backup queue, offering a direct callback, or routing to a voicemail.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/manage-overflow
NEW QUESTION # 16
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