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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Topic 2: Implement Channels | 30-35% | - Configure customer engagement channels
|
| Topic 3: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Topic 4: Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Topic 5: Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
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NEW QUESTION # 113
A company plans to use quality evaluation for CSR performance, needing automatic evaluation of conversations based on predefined conditions, plus measurable scoring for evaluating CSRs through the Quality Evaluation Agent. You need to configure the evaluation process.
What should you configure for the automatic, condition-based evaluation?
Answer: A
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Dynamics 365 Contact Center quality evaluation uses an evaluation framework composed of evaluation criteria, evaluation plans, and evaluation results. Evaluation criteria define what is assessed, including questions, answer options, scoring logic, weighting, and evaluator instructions. Evaluation plans determine which interactions should be evaluated and under what conditions.
For automatic condition-based evaluation, supervisors configure evaluation criteria and then use an evaluation plan to identify conversations that satisfy defined conditions. When the plan runs, the Quality Evaluation Agent evaluates the qualifying conversations, generates predicted responses with reasoning, and calculates measurable quality scores. Microsoft explicitly documents weighted and equal-distribution scoring models, enabling organizations to quantify performance consistently rather than relying on subjective manual review.
Manual spot checking cannot provide scalable, systematic coverage. A static training checklist provides guidance but does not automatically evaluate live or completed interactions. Knowledge article review is unrelated to representative conversation-quality measurement.
The correct design therefore combines defined evaluation criteria with automated evaluation rules/plans so qualifying conversations are scored consistently by the Quality Evaluation Agent.
Study Guide reference: Manage analytics for Dynamics 365 Contact Center -> Configure Quality Evaluation Agent, evaluation criteria, evaluation plans, and scoring.
NEW QUESTION # 114
A company needs its supervisors to be able to access analytics dashboards. You need to configure supervisor access.
Which two approaches could achieve this goal? Each correct answer presents a complete solution.
Answer: A,E
Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Dynamics 365 Contact Center controls analytics access through Dataverse security roles and privileges. Microsoft states that users with the System Administrator or Supervisor role can access analytics and dashboards by default. Therefore, assigning the appropriate supervisor role is a complete way to provide dashboard access.
Microsoft also supports creating or modifying a custom security role specifically for analytics consumers. Administrators can grant Read privileges on the analytics report entities and assign that custom role to users who should access dashboards without receiving a broader supervisor role. The current Copilot analytics documentation confirms the same model: Supervisor and System Administrator roles receive access by default, while other users require a security role containing Read permissions for the relevant analytics entities.
Power BI workspace roles can be relevant when administering separately developed Power BI workspaces, but they are not the required security mechanism for the native Contact Center analytics dashboards described here. Refresh schedules control data currency, not user authorization. Supervisor monitoring permissions govern live-conversation actions such as monitor or transfer and are distinct from analytics access.
Study Guide reference: Manage analytics for Dynamics 365 Contact Center -> Configure access to analytics and dashboards; configure supervisor security roles.
NEW QUESTION # 115
Hotspot Question
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.
Answer:
Explanation:
Explanation:
Box 1: Add a new Pane tool configuration
A new Pane tool configuration must be added.
Create the Tool Configuration: In the Copilot Service admin center, navigate to Productivity under Support experience, select Manage for Productivity tools, and click New. Provide the required details (such as Type, Custom Page Name, or Control Name) on the New Pane tool configuration form.
Box 2: Associate the tool with an experience profile
To ensure the internal tool is only available to your select group of customer service representatives, you must create a custom Agent Experience Profile, add the specific productivity tool to that profile, and assign the profile directly to those select users. Because the out-of-the- box profiles cannot be edited or restricted this way, a custom profile acts as the security and configuration boundary.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-agent-experience-profile
NEW QUESTION # 116
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 # 117
A company plans to deploy a global voice channel for Dynamics 365 Contact Center.
The solution must meet the following requirements:
- Use existing carriers and numbers.
- Use existing Session Border Controllers (SBCs) in each office
location.
You need to design the voice architecture to meet the requirements.
What should you do?
Answer: D
Explanation:
You must Deploy Direct Routing for Contact Center (via Azure Communication Services Direct Routing) to use your existing carriers, numbers, and on-premises Session Border Controllers (SBCs).
Steps
1. Connect your SBCs: Link your certified office SBCs to Azure Communication Services (ACS).
2. Port or sync numbers: Port your existing carrier phone numbers into ACS and sync them to your Dynamics 365 Contact Center environment.
3. Configure routing: Set up voice routes and tie the connected channels to your designated workstreams.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-bring-your-own-number
NEW QUESTION # 118
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