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| Section | Objectives |
|---|---|
| Topic 1: Design AI-enabled contact center experiences | - Configure Dynamics 365 Customer Service capabilities - Implement AI-assisted agent experiences with Copilot |
| Topic 2: Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Topic 3: Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
| Topic 4: Measure and improve customer experience analytics | - Use insights to improve service quality - Analyze contact center performance metrics |
| Topic 5: Optimize agent productivity using Copilot and automation | - Use Copilot for response generation and summarization - Configure workflow automation for service operations |
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NEW QUESTION # 18
You need to configure the system to send messages to the CSR.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION # 19
A company uses knowledge articles to support customer service representatives (CSRs).
CSRs report that relevant articles are NOT returned when they search during case resolution.
Search results must return relevant knowledge articles based on user queries.
You need to improve the accuracy of knowledge search results.
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 improve the accuracy and relevance of knowledge search results during case resolution in Dynamics 365 Contact Center, you should take the following two steps:
[A]
Enable Dataverse Search
Ensure Dataverse search is enabled in your environment. When enabled, the knowledge management search control leverages Azure AI-powered search logic rather than standard full- text database queries. This delivers significantly higher accuracy, handles partial matches, highlights search terms, and looks across keywords, descriptions, and attachments.
[B]
Configure Automatic Suggestions and Automatic Filtering
Open the Case form editor and configure the properties of the Knowledge Base Search Control.
Check the box to Turn on automatic suggestions and select the most relevant text field (typically Case Title) as the field the system uses to automatically contextualize and populate the search query when a representative opens a case. Additionally, adjust any Automatic Filtering options to ensure results match the parameters of the current issue without overly restricting relevant articles.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/use/search-operators
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/add-knowledge-base-search-control-forms
NEW QUESTION # 20
You need to configure inbound voice functionality and ensure that calls are routed to the appropriate CSR based on predefined criteria.
How should you perform the configurations? To answer, select the appropriate components in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 21
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 has a custom portal.
The company requires secure customer identity validation before a chat begins.
You need to ensure secure authentication.
Solution: Use pre-chat survey responses combined with session variables to infer user identity.
Does the solution meet the goal?
Answer: B
Explanation:
Correct:
* Pass a signed token from an external identity provider during chat initialization Passing a signed JSON Web Token (JWT) from an external identity provider during chat initialization is the correct approach to secure customer identity validation in Dynamics 365 Contact Center.
Token Creation: Your external identity provider generates a signed JWT when the user logs into your custom portal.
Public Key URL: You configure an authentication setting in Dynamics 365 with your public key URL so the system can verify the token's signature Client-Side Function: A JavaScript client function retrieves the token on widget load.
Initialization: The chat widget uses the token during startup to pass context and establish an authenticated user session instead of an anonymous one.
Incorrect:
* Allow anonymous chat sessions
* Configure chat authentication by using Microsoft Entra ID.
* Use pre-chat survey responses combined with session variables to infer user identity.
Reference:
https://community.dynamics.com/forums/thread/details/?threadid=71c0f82e-0ff1-ee11-904c-6045bda7c23b
NEW QUESTION # 22
For this question, refer to the Fabrikam, Inc. case study. You need to ensure that CSRs receive calls during their scheduled working hours only.
How should you perform the configuration?
Answer: D
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Shift-based routing is designed precisely for this requirement. Dynamics 365 Contact Center can use workforce-management bookings when determining whether an individual CSR is eligible for an assignment. Microsoft states that unified routing can use shift bookings created in Dynamics 365 or imported from a non-Microsoft workforce-management solution and assign conversations only during periods in which the representative is scheduled for working-type activities.
This distinction is important because the requirement concerns individual representative schedules, not whether the entire voice channel is available. Customers may still need to reach IVR functionality or self-service outside a particular CSR's working hours. Disabling the voice channel would incorrectly block those customer journeys.
Queue priority affects the relative order of work but does not tell the assignment engine whether a representative is currently scheduled. Likewise, channel operating hours apply at the service/channel level rather than representing each CSR's workforce schedule.
Integrating WFM shifts with routing therefore allows Contact Center to evaluate the actual CSR schedule during assignment and exclude the CSR whenever that person is outside a scheduled working interval.
Study Guide reference: Configure work distribution -> Configure Workforce Management and shift-based routing using representative schedules.
NEW QUESTION # 23
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