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| Section | Weight | Objectives |
|---|---|---|
| Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
| Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
| Configure work distribution and routing | 13% | - Configure workstreams and queues
|
| Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
| Implement channels and engagement experiences | 33% | - Configure omnichannel channels
|
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NEW QUESTION # 30
Case Study 3 - 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 currently operates multiple outdated CCaaS platforms across its divisions.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 currently uses an outdated telephony system integrated with a third-party CRM.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The company plans to replace the outdated system with Dynamics 365 Contact Center and Microsoft Teams Phone functionality.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.
Hotspot Question
You need to configure proactive outbound engagement.
How should you complete the configuration? To answer, select the appropriate action in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Connect to Customer Insights
Scenario: 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.
In a Dynamics 365 Contact Center environment, you can configure campaign contacts natively without custom code using two primary code-free onboarding methods: Customer Insights - Journeys (CIJ) for real-time automation, or direct File Uploads for manual, batch-based loading.
1. Dynamics 365 Customer Insights - Journeys (Recommended Code-Free Approach) For trigger-based, personalized, or segmented outreach, you leverage native integrations to pull contact lists dynamically.
2. CSV File Upload (For Batch Campaigns)
Box 2: Configure journey-based engagement schedule
Configure the proactive dialer behavior using a journey-based engagement schedule (configured via Dynamics 365 Customer Insights - Journeys).
Proactive Outbound Configuration Details
Dial Modes: Use predictive or progressive dial modes to adjust call pacing according to agent availability and answer rates.
Trigger-Based Engagement: Set up event-driven actions via Customer Insights - Journeys to respond to real-time customer signals.
Personalization: Leverage unified customer data natively without custom code.
Scenario: 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.
Reference:
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave2/service/dynamics365-contact-center/use-voice-proactive-outbound-analytics
NEW QUESTION # 31
Hotspot Question
A company configures a chat workstream and queue.
The company must be able to:
- Capture a customer region.
- Restrict routing to select customer service representatives (CSRs).
You need to configure the workstream and queue.
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: Define a context variable
To capture a customer region in a Dynamics 365 Contact Center chat workstream, you should define a context variable.
Here is how two actions function together to meet the requirement:
Define a context variable: This is the correct action to capture and hold the customer's region data. The context variable acts as a placeholder that receives the region information, usually passed from a pre-chat survey or an automated bot conversation.
Configure a classification rule: This action happens after the data is captured. You use classification rules to read that context variable and use it to categorize the conversation or route it to the appropriate queue (e.g., routing a user to the "North America Queue" if the region variable equals "NA").
Box 2: Set an assignment method.
To restrict routing to select customer service representatives (CSRs) within your chat workstream and queue, you should configure a custom assignment method.
By using a custom assignment method, you can precisely control which CSRs are eligible to receive work items from that specific queue by applying specialized assignment rule sets.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-workstreams
https://github.com/MicrosoftDocs/dynamics-365-customer-engagement/blob/main/ce/customer-service/administer/configure-assignment-rules.md
NEW QUESTION # 32
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 # 33
Hotspot Question
A company uses Dynamics 365 Contact Center.
The company must be able to redirect work items when they reach a maximum wait time of 30 seconds.
You need to configure Contact Center queues to meet the requirements.
What should you configure 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: Overflow threshold
To trigger an action when a wait time reaches 30 seconds in Dynamics 365 Contact Center, you should use an overflow threshold (specifically configured under Overflow handling within the queue settings).
Overflow Handling: This feature allows you to define explicit condition-action pairs. By selecting the Waiting time in queue exceeds condition and setting it to 30 seconds, you can directly trigger an action-such as transferring the customer to another queue, routing to voicemail, or offering a direct callback.
Box 2: Queue transfer
You should use a queue transfer (or route/transfer to queue) to redirect active conversations or work items to a different queue in Dynamics 365 Contact Center.
Transfer to Queue: Move an active conversation to a specialized queue when a request needs deeper expertise or better workload balancing.
Overflow Handling: Automatically redirect queries to another queue when wait times or work item limits are exceeded.
Route Action: Change the queue or assign the item to a specific user if an item was sent to the wrong place initially.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/manage-overflow
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2026/03/25/dynamics-365-contact-center-transfer-capabilities/
NEW QUESTION # 34
Drag and Drop Question
A company uses embedded analytics dashboards in Dynamics 365 Contact Center.
The company requires customized KPI behavior in analytics reports. The customizations must modify how KPIs are calculated and displayed in the report.
You need to customize the KPI behavior.
Which actions should you perform? 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.
Answer:
Explanation:
Explanation:
Box 1: Update DAX measures...
To modify how KPIs are calculated within the embedded analytics of Dynamics 365 Contact Center, you must use the Data Model Customization feature (Embedded Power BI extensibility).
Process to Customize KPI Logic
1. Enable Data Model Customization: In the Copilot Service admin center, navigate to Insights under Operations and enable data model customization for either historical or real-time reports.
2. Provision to Fabric/Power BI Workspace: Connect the analytics tool to a dedicated Microsoft Fabric or Power BI workspace. This creates a copy of the default semantic model (dataset) and reports that you can fully manage
-> 3. Modify DAX Measures: Open the customized semantic model using Power BI Desktop or the Power BI Service. Since you cannot directly edit the predefined, hard-coded baseline metrics, you must create new DAX measures or override behaviors by establishing customized logic on top of the existing metrics.
-> 4. Republish & Re-embed: Republish the updated dataset and its corresponding reports back to your workspace, then use the admin center to embed the customized report directly back into the Dynamics 365 Contact Center workspace.
Box 2: Use the embedded Power BI editor to modify the report
You can use the embedded Power BI editor to modify the visual display of KPIs in Dynamics 365 Contact Center analytics reports.
1. Select the edit option to launch the embedded Power BI editor directly inside the interface.
2. Modify existing visual elements, change how metrics are displayed, or add new data filters to match your needs.
3. Save your personalized layout and views as bookmarks for quick access.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/model-customize-reports
https://learn.microsoft.com/en-us/dynamics365/customer-service/use/customize-reports
NEW QUESTION # 35
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