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| Section | Weight | Objectives |
|---|---|---|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Implement Channels | 30-35% | - Configure customer engagement channels
|
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NEW QUESTION # 94
A retail company runs outbound proactive campaigns to remind customers about abandoned carts. Compliance requires that calls only use predictive dialing when representative availability is high, and fall back to progressive dialing during low-staffing periods.
You need to configure this behavior.
What should you do?
Answer: D
Explanation:
Dialing methods for proactive outbound campaigns can be configured at the workstream/campaign level, and organizations commonly schedule or condition dialing mode (e.g., predictive vs. progressive) based on expected representative availability to balance connect rates with compliance and abandonment-rate requirements. Recording settings are unrelated to pacing.
NEW QUESTION # 95
A company is setting up Dynamics 365 Contact Center for the first time. Administrators need a single place to configure channels, routing, and agent experiences before go-live.
You need to identify where this initial configuration takes place.
What should you use?
Answer: A
Explanation:
Dynamics 365 Contact Center is configured and administered primarily through the Copilot Service workspace (admin center), which unifies channel provisioning, routing configuration, agent setup, and analytics configuration in one experience. The Power Platform admin center manages environment-level settings (capacity, security groups) but is not where channels and routing are configured. The legacy Omnichannel Administration app is superseded by this workspace for Contact Center deployments.
NEW QUESTION # 96
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 # 97
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: B,D
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 # 98
Hotspot Question
A company uses voice agents to capture customer responses.
The system must store user input and reuse it later in the interaction.
You need to configure the solution.
How should you configure the solution? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Create a variable.
To capture and store user input in a Dynamics 365 Contact Center environment (Copilot Studio / Power Virtual Agents voice channel), you must create a variable.
When a bot captures an answer from a customer via a question node or telemetry event, it immediately saves that specific user input directly into a designated variable for later use or data storage.
Incorrect:
[Configure variable initialization logic]
Configuring variable initialization logic only sets up the starting state or default value of a variable before any customer interaction takes place.
Box 2: Use a variable in conversation flow
Using a variable in the conversation flow allows Copilot Studio (or Power Virtual Agents) to dynamically call and inject the stored customer data into subsequent prompts, conditions, or API calls later in the session.
In a Dynamics 365 Contact Center environment, you should use a Bot variable (also known as a Topic variable) or a Global variable to reuse stored customer input later in the conversation flow.
Variable Types for Conversation Flow
Topic (Bot) Variables: Use these if you only need to reuse the customer's response within the same specific conversation topic.
Global Variables: Use these if you need to remember the customer's response across multiple different topics throughout the entire chat or voice session.
Reference:
https://learn.microsoft.com/en-us/microsoft-copilot-studio/authoring-variables
NEW QUESTION # 99
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