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| Section | Weight | Objectives |
|---|---|---|
| Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
| Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Configure work distribution and routing | 13% | - Implement workforce management
|
| Manage analytics and continuous improvement | 13% | - Configure reporting and dashboards
|
| Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
現在の仕事に満足していますか。自分がやっていることに満足していますか。自分のレベルを高めたいですか。では、仕事に役に立つスキルをもっと身に付けましょう。もちろん、IT業界で働いているあなたはIT認定試験を受けて資格を取得することは一番良い選択です。それはより良く自分自身を向上させることができますから。もっと大切なのは、あなたもより多くの仕事のスキルをマスターしたことを証明することができます。では、はやくMicrosoftのAB-250認定試験を受験しましょう。この試験はあなたが自分の念願を達成するのを助けることができます。試験に合格する自信を持たなくても大丈夫です。MogiExamへ来てあなたがほしいヘルパーと試験の準備ツールを見つけることができますから。MogiExamの資料はきっとあなたがAB-250試験の認証資格を取ることを助けられます。
質問 # 52
A company supports multiple communication channels. Customer service representatives (CSRs) handle multiple work items concurrently based on configured workload limits.
The company must be able to control how CSRs handle workload across channels.
The solution must:
- Limit how much work a CSR can handle at the same time.
- Prevent CSRs from receiving new work items until their conversations are closed.
You need to configure workload management for the CSRs.
How should you configure the workloads? To answer, move the appropriate configurations to the correct requirements. You may use each configuration once, more than once, or not at all. You may need to move the split bat between panes or scroll to view content. NOTE: Each correct selection is worth one point.
正解：
解説：
質問 # 53
Drag and Drop Question
Customer service representatives require the following consistent session behavior when opening work items:
- Primary application that opens in a session
- How the conversation interface behaves at session start
You need to configure the session templates to meet the requirement.
Which configuration should you use for each requirement? To answer, move the appropriate configurations to the correct requirements. You may use each configuration 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.
正解：
解説：
Explanation:
Box 1: Anchor Tab
To configure the primary application that automatically opens when a session begins, you must configure the Anchor Tab within the Session Templates in Dynamics 365 Contact Center.
Anchor Tab: This is the primary application tab that opens automatically when a workspace session is initiated (e.g., when a representative accepts an incoming conversation). This tab is locked to the left side of the application tab panel and cannot be closed or customized by the representative.
Application Tab Template: Before designating it in your session template, you must first create or select an application tab template (such as the Active Conversation page) which defines the specific application type or page to load.
Box 2: Communication panel mode
To control how the conversation interface behaves at session start, you must configure the Communication panel mode parameter within the Session Template.
Inside your custom Session Template, locate and set the Communication panel mode. This field determines the initial UI state of the conversation panel when a service representative opens or accepts a work item.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/session-templates
https://github.com/MicrosoftDocs/dynamics-365-customer-engagement/blob/main/ce/customer-service/administer/session-templates.md
質問 # 54
Case Study 2 - VanArsdel, Ltd
Background
VanArsdel, Ltd. is a global company that provides outsourced customer support services for enterprise clients across multiple industries, including retail, healthcare, and financial services.
VanArsdel, Ltd. is implementing Microsoft Dynamics 365 Contact Center to modernize its contact center operations. The company aims to provide a unified omnichannel experience for customers and improve customer service representative (CSR) productivity through AI-driven tools and automation.
The implementation will support voice, chat, and digital messaging channels. The initial rollout focuses on voice capabilities and AI-assisted CSR experiences. The solution must be scalable and configurable using out-of-the-box functionality where possible.
The company employs approximately 500 CSRs, 50 supervisors, and a small team of system administrators responsible for configuration and maintenance. Some back-office CSRs are available for consultations with frontline CSRs.
VanArsdel, Ltd. currently operates multiple outdated CCaaS platforms across its divisions. The company is concerned about CSR adoption and therefore plans to adopt a phased approach. The company plans to use its existing CCaaS solution with Copilot Service workspace to enable adoption of the agent desktop while the voice channel and associated capabilities are developed.
Current environment
Contact Center channels
VanArsdel, Ltd. currently uses an outdated telephony system integrated with a third-party CRM.
The system lacks support for modern APIs and does not provide advanced analytics or AI capabilities.
The company plans to replace the outdated system with Dynamics 365 Contact Center and Microsoft Teams Phone functionality.
Outbound communication capabilities are limited in the current system to SMS only and must be enhanced to support proactive engagement campaigns. A third-party tool is used to manage current campaigns.
CSR experience
CSRs currently rely on multiple disconnected systems to manage customer interactions. This results in inefficiencies and increased handling times.
The new solution must provide a unified interface with embedded productivity tools, including:
- AI-powered suggestions during live interactions.
- Suggested responses based on the CSR's interaction with the agent desktop and the conversation context.
- Real-time transcription and sentiment analysis.
- Integration with company-owned knowledge bases.
CSRs must be able to interact with customers through voice and digital channels within a single workspace. The sales director requires CSRs to be able to collect orders from their third-party order management tool from the Productivity panel. CSRs must be prevented from accessing payment information.
Data protection and compliance
VanArsdel, Ltd. handles sensitive customer data, including personally identifiable information (PII) and payment details.
The company must comply with strict data protection regulations, including:
- Masking sensitive data during live interactions.
- Preventing National Identity and payment card information from being stored in transcripts and AI generated summaries.
- Ensuring secure handling of customer information across all channels.
The current system does NOT provide adequate data masking capabilities.
Integration requirements
The company uses several internal systems, including:
- A customer account management system.
- A billing platform.
- A knowledge management system.
These systems must be integrated with Dynamics 365 Contact Center to provide CSRs with relevant information during interactions.
The company also has a third-party marketing platform. However, the company currently does NOT plan to integrate the platform and instead is evaluating Customer Insights - Journeys.
Business requirements
Voice channel implementation
VanArsdel, Ltd. must implement a voice channel that meets the following requirements:
- Support inbound and outbound voice calls by using Microsoft Teams Phone.
- Enhance call controls by using SDK APIs.
- Allow supervisors to monitor and manage live calls.
- Provide real-time insights into call performance.
The solution must support scalability to handle peak call volumes during seasonal demand.
Proactive engagement
The company must implement proactive outbound engagement capabilities, including:
- Proactive Dialer to adjust call pacing based on CSR availability and answer rates.
- Trigger-based engagement based on customer actions.
- Integration with customer data to personalize outreach.
Outbound campaigns must be configurable without requiring custom code.
Agent assist and AI capabilities
VanArsdel, Ltd. must enhance CSR productivity by implementing AI-powered assistance features, including:
- Suggested responses during customer interactions.
- Automated knowledge article recommendations.
- Real-time transcription and summarization.
- Real-time assistance sent to the CSR in the send message box during chat conversations.
The company also plans to extend Copilot capabilities by integrating custom plugins, tools, and connectors.
Additionally, a bot must be implemented to support CSRs by providing interactable contextual guidance during interactions.
Voice agent configuration
The company must configure voice agents to support natural and efficient customer interactions.
- The solution must include:
- Real-time speech recognition.
- Accurate transcription of customer conversations.
- Configurable voice settings to optimize performance.
Voice agents must follow best practices to ensure high-quality interactions and minimize errors.
Technical requirements
Channel Integration Framework
VanArsdel, Ltd. requires a phased approach to deploying the voice channel. The company plans to use its existing CCaaS solution with Copilot Service workspace to enable adoption of the agent desktop while the voice channel and associated capabilities are developed. The company requires the Channel Integration Framework to be built to:
- Click-to-act functionality for outbound communication.
- Integration with third-party applications.
- A consistent user experience for CSRs.
Sensitive data masking
The solution must include sensitive data masking capabilities that:
- Automatically detect and mask sensitive information during interactions.
- Prevent exposure of sensitive data in logs and transcripts.
- Allow administrators to configure masking rules.
Omnichannel JavaScript API
Custom extensions must be developed by using the Omnichannel JavaScript API to:
- Provide enhanced automation during a conversation.
- Display conversation dynamically based on the defined business process.
- Provide contextual information during customer interactions.
These extensions must be maintainable and align with best practices.
Supervisor experience
Supervisors must have access to advanced analytics and monitoring tools, including:
- Real-time dashboards for intraday CSR performance.
- Historical insights into call volumes and trends.
- Tools to manage and optimize CSR workloads.
The supervisor app must be used to provide actionable insights that improve operational efficiency.
Issues
VanArsdel, Ltd. has identified the following issues in the current environment:
- CSRs experience delays due to switching between multiple systems.
- Sensitive customer data is exposed during interactions.
- Outbound engagement capabilities are limited and not automated.
- Supervisors lack visibility into real-time performance metrics.
- Voice interactions lack transcription and AI-assisted features.
Problem statement
VanArsdel, Ltd. must implement a modern contact center solution by using Dynamics 365 Contact Center to:
- Improve CSR productivity through AI and automation.
- Ensure compliance with data protection regulations.
- Enhance customer engagement through proactive outreach.
- Provide a unified and efficient CSR experience.
- Enable supervisors to monitor and optimize operations effectively.
The solution must be scalable, secure, and aligned with best practices for configuring channels, AI capabilities, and integrations.
Drag and Drop Question
You need to configure the Dynamics 365 Contact Center solution based on the data protection and compliance requirements.
Which configurations should you apply? To answer, move the appropriate configurations to the correct contexts. You may use each configuration 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.
正解：
解説：
Explanation:
Box 1: Create and manage data masking rules
You should create and manage data masking rules to prevent payment card numbers (credit/debit cards) from appearing in conversations and AI-generated transcripts.
In Dynamics 365 Contact Center and Dynamics 365 Customer Service, you configure data masking by defining regular expressions (regex) that identify sensitive data patterns. Once a masking rule is activated, any identified text in a live interaction is replaced with masked characters (such as # or *), and this obfuscation automatically applies to the stored conversation transcripts.
Key Details About Masking Rules
Out-of-the-Box Rules: Dynamics 365 includes a pre-built, inactive rule for Credit Cards that you can quickly turn on.
Rule Scope: You can choose to mask data sent by the customer, the agent, or both.
System Limit: You can configure and run up to 10 active masking rules simultaneously.
Box 2: Classify and set retention policies by using Microsoft Purview
To retain customer interactions in accordance with company policy, the best action is to Classify and set retention policies by using Microsoft Purview.
Microsoft Purview is the dedicated compliance and governance framework designed specifically to manage data lifecycle requirements (such as retaining or deleting content) across the entire Microsoft ecosystem, including customer interaction records, transcriptions, and AI/Copilot interactions.
Reference:
https://d365goddess.com/enhance-data-protection-in-dataverse-with-secured-masking-rules
https://learn.microsoft.com/en-us/purview/ai-microsoft-purview
質問 # 55
A company embeds a chat widget on its public website. Compliance requires that customers accept a data-processing disclosure and provide their order number before the conversation reaches a representative.
You need to configure this requirement with minimal customization.
What should you do?
正解：A
解説：
A pre-chat survey lets administrators collect required information - including consent/disclosure acknowledgment and free-text or structured fields like an order number - before the conversation is routed to a representative, without custom development. Building a custom messaging channel is unnecessary engineering overhead for a native chat widget scenario, and real-time translation and customer identification serve different purposes.
質問 # 56
A company configures shifts for customer service representatives (CSRs).
CSRs must NOT receive work during break periods.
You need to prevent conversation delivery to CSRs when required.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
正解：B、C
解説：
[A]
Configure Shift Activity Types: When defining the activity types for shifts, ensure that you set the assignment status to "non assignable" for breaks, lunch intervals, or training blocks. The unified routing engine reads these statuses to skip agents who are currently on an unassignable activity.
[E]
The correct additional step to take is to Set activity status as unavailable (or set it as "non- assignable").
In Dynamics 365 Contact Center's Workforce Management (WFM) framework, when defining Shift Activity Types (such as a lunch break or training slot), you configure an activity status that tells the system how to handle routing during that time.
The unified routing engine evaluates the agent's active shift bookings in real-time.
It detects the unavailable status during break periods and automatically excludes the customer service representative (CSR) from receiving any new conversation or case assignments.
Reference:
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2025/05/30/improve-contact-center-operations-with-shift-based-routing
質問 # 57
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