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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure work distribution and routing | 13% | - Implement workforce management
|
| Topic 2: Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
| Topic 3: Manage analytics and continuous improvement | 13% | - Implement governance and compliance
|
| Topic 4: Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
| Topic 5: Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
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질문 # 98
A company deploys Copilot in Dynamics 365 Customer Service to assist customer service representatives (CSRs) during customer interactions.
CSRs report that Copilot responses sometimes include inappropriate or unverified information.
The company must ensure that responses are based only on curated internal content and that irrelevant results are minimized.
You need to configure Copilot 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.
정답：
설명：
질문 # 99
A company requires a select group of customer service representatives to use an internal tool while working on customer interactions without leaving the workspace.
The tool must be available within the productivity pane.
You need to configure tool availability.
How should you perform the configurations? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
정답：
설명：
질문 # 100
For this question, refer to the Fabrikam, Inc. case study. You need to implement programmatic control of voice interactions to enable interactions with back-office CSRs.
Which capability should you use?
정답：A
설명：
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Programmatic voice interaction requires a calling control surface rather than a configuration feature intended for chat, knowledge, or information governance. Dynamics 365 Contact Center's voice architecture is built on communication capabilities that expose calling APIs and SDK functionality for establishing, controlling, transferring, and extending calls. These APIs support scenarios where application logic must influence the active voice interaction rather than relying entirely on manually initiated representative actions.
Microsoft's current communications architecture exposes Calling SDK and Call Automation capabilities for programmable calling scenarios. Dynamics 365 Contact Center also supports consultation and transfer between service representatives and supervisors as part of the voice channel, which is the operational pattern required when the frontline interaction must involve another employee or back-office specialist.
A pre-chat survey applies to digital chat data collection. Knowledge-authoring functions provide resolution content but cannot manipulate a live voice call. Sensitivity labels provide information-protection classification and likewise have no voice-control function.
Therefore, the calling/voice APIs are the only option that provides the required programmable interaction control.
Study Guide reference: Implement channels -> Provision and manage voice channels -> Extend voice interaction and calling capabilities by using supported APIs/SDKs.
질문 # 101
A company must be able to monitor campaign success and customer service representative performance during proactive engagement campaigns.
You need to configure the monitoring capabilities 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.
정답：A,E
설명：
You need to view and analyze the following built-in reporting assets:
[E]
The Proactive Outbound / Proactive Engagement Dashboards: These give you comprehensive visibility into campaign success metrics. You can track KPIs such as delivery status, result, dialing modes, connect rate percentages, live person deliveries, and abandoned conversations.
[D]
The Real-Time Proactive Engagement Report: This provides an in-flight, live view of active outbound activity, allowing you to monitor ongoing pacing, engagement workloads, and immediate campaign progress as it happens.
Reference:
https://github.com/MicrosoftDocs/dynamics-365-contact-center/blob/main/contact-center/use/proactive-engagement-dashboard.md
https://learn.microsoft.com/en-us/dynamics365/customer-service/use/intro-realtime-analytics-dashboard
질문 # 102
Hotspot Question
A company plans to display reports inside the Copilot Service workspace. Users access the reports directly within the workspace.
The company requires the following report functionality when users open reports:
- Reports must be performant with fast load times and responsive
visuals.
- Updated data must be displayed.
You need to configure report availability.
How should you perform the configuration? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
정답：
설명：
Explanation:
Box 1: Monitor performance by using the performance analyzer.
To observe and pinpoint exactly how long the visuals in your embedded analytics reports take to load within the Copilot Service workspace, you should use the built-in Power BI Performance Analyzer. Because user behavior in a browser can differ slightly from desktop applications, you must measure performance directly in both environments.
Box 2: Enable automatic page refresh
To ensure reports display updated data when opened inside the Copilot Service workspace, configure automatic page refresh and connect the reports to a live data model via Microsoft Fabric.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/analytics_overview
질문 # 103
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