DRAG DROP (Drag and Drop is not supported)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.Select and Place:
Answer(s): A
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.
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/capacity-profiles https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-workstreams
A company plans to improve its customer experience.The company must be able to collect information from its customers before a conversation starts and pass values to the client application.You need to configure the chat channels 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(s): C,E
[C] To achieve this in Dynamics 365 Contact Center, you should use the setContextProvider API.Pre-chat data handling: The setContextProvider API is specifically designed to pass custom context and information collected before a chat session starts directly to the conversation context in Dynamics 365.Passing values: It allows the client-side widget to feed variables (like account numbers, user preferences, or authentication tokens) straight to the agent's workspace.[E] Configuring pre-chat questions is exactly how you achieve this in Dynamics 365 Contact Center.Pre-chat surveys allow you to collect essential customer details—such as account numbers, email addresses, or the reason for the interaction—before a live chat or digital messaging session begins.Key Capabilities: Data Transfer: The collected values are automatically securely passed into the Dynamics 365 client application.Agent Context: The responses populate the agent's active conversation pane, providing immediate context without making the customer repeat themselves.Automated Routing: You can use these pre-chat answers to feed into unified routing rules, ensuring the conversation lands with the most qualified agent or queue.Incorrect: [Not A] Macros are used after a conversation has already reached an agent. They automate repetitive agent actions within the application—like opening a form or updating a record—but they cannot collect pre-chat info from the customer's portal.
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-chat-widget https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-pre-chat-survey
A company uses Dynamics 365 live chat on its website.The digital team wants the chat experience to use the existing brand kit and style guide of the company and support a more tailored web experience.The company requires a solution that enables it to control the chat experience through customization.You need to expand chat behavior beyond default capabilities.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(s): A,B
[A] To achieve complete control over the branding, style, and behavioral logic of a Dynamics 365 live chat widget, you can implement a custom chat widget using the Omnichannel Live Chat SDK rather than using the default out-of-the-box widget script.While the standard Power Platform admin center allows for basic color and logo changes, it cannot fully ingest a complex brand kit or support advanced, tailored web experiences.[B] The Omnichannel JavaScript API gives you the code-level control required to deeply customize the visual branding beyond basic settings and dynamically expand chat behavior based on custom website triggers.Customization and Branding: The standard chat widget configuration settings only allow for basic UI adjustments (like primary colors and logos). To fully align the chat experience with a highly tailored corporate brand kit and style guide, you must use the JavaScript API to manipulate the widget UI or pass custom CSS.Expanding Chat Behavior: The JavaScript API allows you to programmatically trigger the chat window, listen to web events, pass custom context from the web page in real-time, and control exactly when and how the chat appears to the user based on their browsing behavior.Incorrect: [Not C] Configure workstream context variables: This is used to route chats to specific queues or agents based on data passed from the website. While essential for routing logic, it does not alter the visual style guide or expand the front-end chat behavior.[Not D] Modify chat widget configuration settings: This is useful for out-of-the-box changes (e.g., widget theme color, title, and operating hours), but it is too limited to support a fully tailored brand kit or advanced custom behaviors.
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2023/04/24/drive-brand-loyalty-with-a-customizable-live-chat-widget-in-dynamics-365-customer-service/
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(s): B,D
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)
https://learn.microsoft.com/en-us/dynamics365/guidance/resources/contact-center-functional-testing-blueprint
DRAG DROP (Drag and Drop is not supported)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 VoiceThe 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 userYou 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.Select and Place:
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.
https://www.microsoft.com/en-us/dynamics-365/products/contact-center/pricing
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