A company is implementing live chat on its customer support website by using Dynamics 365 Contact Center. The company has configured the environment and digital messaging capabilities.The chat solution must ensure that incoming customer messages are routed to customer service representatives and made available through the website.You need to complete the mandatory steps to set up and deploy the chat experience for the website.Which three actions should you perform? Each correct answer presents part of the solution.Note: Each correct selection is worth one point.
Answer(s): B,D,F
To set up live chat using Dynamics 365 Contact Center and embed it into your website, you must complete four core administrative configuration blocks:[D] Step 1. Create a Routing WorkstreamA workstream manages the data flow, routing rules, and queue allocation for your incoming chat requests. [B] Step 2. Configure the Chat Channel & WidgetThis step establishes the visual and behavioral settings of the live chat interface that customers interact with. Within your workstream or via the Channels menu, select Set up chat.Design the widget: Set the display name, theme color, logo, and placement positioning (e.g., bottom right). Define behaviors: Set up operating hours, offline messages, and choose whether to leverage pre-conversation surveys or automated trigger greetings.Enable features: Decide if customers and representatives can exchange file attachments, request voice/video escalations, or download transcripts. Step 3. Attach User and Capacity Rules Ensure your staff is capable of receiving the incoming interactions. [F] 4. Embed the Widget into Your WebsiteOnce saved, Dynamics 365 will generate a unique snippet of code to bridge your website with the contact center.
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/add-chat-widget
A company runs outbound campaigns that have high call volume.The campaigns require efficient use of customer service representatives (CSRs) as well as minimizing idle time.The dialing method must ensure that calls are automatically initiated and connected only when CSRs are available.You need to configure the appropriate dialing method.What should you do?
Answer(s): A
The best action to take is to use predictive dialing mode.In Dynamics 365 Contact Center, the predictive dial mode is explicitly designed for high-volume outbound campaigns. It uses a dynamic AI algorithm to pace and automatically initiate outbound calls based on forecasted availability. By considering factors such as representative availability, customer pick-up statistics, and call abandonment rates, it ensures that calls are initiated ahead of time so a live customer connects right as a customer service representative (CSR) becomes available. This maximizes agent utilization and minimizes idle time.
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2026/02/03/proactive-voice-engagements-dynamics-365-contact-center
A company plans to launch an outbound campaign targeting customers based on predefined engagement conditions.The campaign must define how interactions are initiated, processed, and tracked.You need to configure the campaign structure.What should you configure?
Answer(s): B
In a Dynamics 365 Contact Center environment, launching a structured, targeted outbound campaign is accomplished natively using Proactive Engagement capabilities.
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-proactive-engagement
Use preview dialing mode is the correct action to take to fulfill these requirements.In Dynamics 365 Contact Center, Preview dial mode ensures that the system only initiates and places an outbound call to a customer after a Customer Service Representative (CSR) is identified from the queue, notified, and has accepted the call request. This mechanism guarantees that a CSR is immediately available when the call connects, effectively eliminating the risk of customer dead air or dropped calls while simultaneously safeguarding agent idle time.
HOTSPOT (Drag and Drop is not supported)A company uses persistent chat and messaging channels in a contact center.The company requires tighter conversation lifecycle control to keep queues clean and customer service representative workloads current.The company has the following requirements:• Conversations that remain in a waiting status without customer engagement must automatically close after a defined period. • Chat conversations that move to wrap-up must automatically close after a business-defined custom time limit.You need to configure the channels 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.Hot Area:
Box 1: Configure auto-close after inactivity in the workstream To automatically close inactive conversations and keep your queues clean in a Dynamics 365 Contact Center environment, you need to configure Timeout rules within the workspace workstreams. This feature evaluates customer inactivity and shifts conversations from an open or waiting state directly to closed, freeing up your representative's capacity.Configuration Steps: 1. In your contact center admin center, open the specific workstream you want to configure.2. Locate the Work distribution area within the workstream settings.3. Select See more to expand the hidden or additional distribution properties.4. Locate the Auto-close after inactivity setting and choose or enter the desired time period (e.g., 5 minutes). Once a conversation remains in a Waiting state without activity past this threshold, it will automatically move to the Closed state. Box 2: Configure channel state by using the web API To automatically close chat conversations that have moved into the wrap-up state after a business-defined custom time limit, you must configure channel state by using the web API. In Dynamics 365 Contact Center / Customer Service, the default time for automatically closing a live chat in the Wrap-up state is 15 minutes. This duration is managed globally by the msdyn_autocloseliveworkitemafter attribute found within the msdyn_occhannelstateconfigurations entity. To override this default and establish a custom business time limit for the wrap-up state specifically, administrators must execute a PATCH request against this entity record using the Web API.
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/auto-close-conversation-powerapps
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