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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure representative experience and productivity | 18% | - Configure supervisor capabilities
|
| Topic 2: Manage analytics and continuous improvement | 13% | - Implement governance and compliance
|
| Topic 3: Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Topic 4: Configure agents and AI capabilities | 13% | - Implement AI-powered self-service agents
|
| Topic 5: Configure work distribution and routing | 13% | - Implement workforce management
|
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NEW QUESTION # 106
Hotspot Question
A company uses Dynamics 365 Customer Service.
Customer service representatives (CSRs) use scripts to guide conversations.
The company requires the following for scripts for new conversations:
- Display customer data automatically within script instructions.
- Ensure CSRs follow a predetermined script sequence.
You need to configure the script behavior to meet the requirements.
Which action should you perform for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Configure a slug
To display customer data automatically inside agent script instructions for new conversations in Dynamics 365 Customer Service, you need to use slugs (replacement parameters) within your text-based agent script steps and bind them via session templates.
Box 2: Define script step order
Set the Pre-determined Step Sequence
The order in which you sort your individual script steps determines the strict display sequence the CSR sees on screen.
1. In the newly created script, go to the Agent Script Steps sub-grid and click + New Agent Script Step.
2. Define each step with these key components:
Name & Title: Short, clear text for the agent to read.
Order: Integer values (e.g., 1, 2, 3). This is critical; Dynamics 365 enforces the chronological flow based entirely on this field.
Action Type: Choose between Text (talking points/questions), Macro (automated CRM actions like creating a case), or Script (branches out to a secondary sub-script if needed).
3. Repeat this process until your complete conversation sequence is constructed. CSRs will interact with these by checking them off using the Mark as done icon to move cleanly from step to step.
Reference:
https://community.dynamics.com/blogs/post/?postid=21f00839-1e73-433d-ad26-2c98f4f42442
NEW QUESTION # 107
Drag and Drop Question
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.
Answer:
Explanation:
Explanation:
Box 1: Assign a capacity profile to the CSR
To limit how much work a customer service representative (CSR) can handle at the same time in a Dynamics 365 Contact Center environment, you should use Capacity Profiles.
Capacity Profiles provide the precise mechanism needed to control concurrent workloads across multiple communication channels:
Define Workload Quantities: You can create custom profiles that specify the exact amount of work, concurrent capacity limits, or daily limits for various types of interactions.
Cross-Channel Control: Administrators can configure profiles to block the assignment of new work items on certain digital channels when a CSR is busy handling a high-priority channel, such as an active phone call.
Multiple Profile Assignment: You can assign multiple different capacity profiles to an individual user, giving the system the flexibility to balance complex multi-channel workloads natively Box 2: Block capacity for wrap up in the workstream To meet this requirement, you should configure the Block capacity for wrap up setting to Always block within the work distribution settings of the relevant workstream.
Configuration Details
Where to set it: Navigate to the Workstreams area within the admin center, select the appropriate channel's workstream, and go to the Work distribution section.
How it works:
By default, when a CSR or customer ends an active interaction, the conversation transitions into an intermediate Wrap-up state (allowing the agent to write notes or log outcomes).
Setting this option to Always block ensures that the agent's configured capacity continues to be fully consumed throughout the wrap-up period.
The system will not route any new work items to the CSR until they (or the system's auto-close scheduler) explicitly change the conversation's state to Closed, freeing up their capacity.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/capacity-profiles
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-workstreams
NEW QUESTION # 108
A company has a quality management program for its contact center to ensure excellence for its customer experience.
The company must be able to review conversations and retain records for compliance in support of the program.
You need to configure the voice interactions 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.
Answer: C,D
Explanation:
To meet your quality management and compliance requirements for voice interactions, you need to configure Call Recording and Transcription at the workstream level within your administration center.
1. Enable Recording and Transcription
Open the Copilot Service Admin Center app.
Navigate to the specific Voice Workstream you want to configure.
Locate the Phone Number section and select Edit.
Switch to the Behaviors tab.
Under the Transcription and recording dropdown menu, select Transcription and recording.
2. Configure Compliance and Automation Controls
Within the same Behaviors menu, customize your operational preferences to safeguard compliance.
3. Incorporate Consent-Based Recording (Crucial for Compliance)
Reference:
https://learn.microsoft.com/en-us/dynamics365/guidance/resources/contact-center-functional-testing-blueprint
NEW QUESTION # 109
You need to meet the company's business requirements for analytics and monitoring.
Which features should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 110
You need to configure voice interaction processing.
How should you complete the configuration? To answer, move the appropriate components to the correct requirements. You may use each component 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:
NEW QUESTION # 111
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