HOTSPOT (Drag and Drop is not supported)Customer service representatives (CSRs) at a company use a chat channel in Dynamics 365 Customer Service.The company wants to improve how incoming chats are handled as follows:• Email addresses must be captured for customer verification before engaging the customer. • The reason for the contact must be captured before the chat starts and must be used for routing.You need to configure the chat channel 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:
Answer(s): A
Box 1: Define a context variable in the workstream To define a context variable in the chat workstream to capture email addresses for customer verification, you should set it up with the following parameters:Name / Logical Name: Email (Case-sensitive; must exactly match the question key or logical name used in your pre-chat survey or custom JavaScript context provider).Type: String (Because email addresses contain text characters, they must be stored as primitive string values).Automatic Record Identification: When a context variable named Email is populated via a pre-chat survey or passed from an authenticated website portal, Omnichannel for Customer Service uses it to query your environment and automatically link the corresponding Contact record to the live conversation session. Routing and Personalization: Once the context variable is captured, you can leverage it within your unified routing rules to direct the chat to a specialized queue, or use it within customer service representative productivity tools like macros or scripts Box 2: Configure routing rules that use survey responses. To achieve this requirement, you must configure a pre-conversation survey on the chat channel and use its answers via context variables to drive route-to-queue rules.
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/manage-context-variables https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-route-to-queue-rules
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(s): D
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.
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-bring-your-own-number
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.A company has a custom portal.The company requires secure customer identity validation before a chat begins.You need to ensure secure authentication.Solution: Pass a signed token from an external identity provider during chat initialization.Does the solution meet the goal?
Correct: * Pass a signed token from an external identity provider during chat initializationPassing a signed JSON Web Token (JWT) from an external identity provider during chat initialization is the correct approach to secure customer identity validation in Dynamics 365 Contact Center. Token Creation: Your external identity provider generates a signed JWT when the user logs into your custom portal.Public Key URL: You configure an authentication setting in Dynamics 365 with your public key URL so the system can verify the token's signatureClient-Side Function: A JavaScript client function retrieves the token on widget load.Initialization: The chat widget uses the token during startup to pass context and establish an authenticated user session instead of an anonymous one.Incorrect: * Allow anonymous chat sessions * Configure chat authentication by using Microsoft Entra ID. * Use pre-chat survey responses combined with session variables to infer user identity.
https://community.dynamics.com/forums/thread/details/?threadid=71c0f82e-0ff1-ee11-904c-6045bda7c23b
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.A company has a custom portal.The company requires secure customer identity validation before a chat begins.You need to ensure secure authentication.Solution: Allow anonymous chat sessions.Does the solution meet the goal?
Answer(s): B
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.A company has a custom portal.The company requires secure customer identity validation before a chat begins.You need to ensure secure authentication.Solution: Use pre-chat survey responses combined with session variables to infer user identity.Does the solution meet the goal?
Correct: * Pass a signed token from an external identity provider during chat initializationPassing a signed JSON Web Token (JWT) from an external identity provider during chat initialization is the correct approach to secure customer identity validation in Dynamics 365 Contact Center. Token Creation: Your external identity provider generates a signed JWT when the user logs into your custom portal.Public Key URL: You configure an authentication setting in Dynamics 365 with your public key URL so the system can verify the token's signatureClient-Side Function: A JavaScript client function retrieves the token on widget load.Initialization: The chat widget uses the token during startup to pass context and establish an authenticated user session instead of an anonymous one.Incorrect:* Allow anonymous chat sessions * Configure chat authentication by using Microsoft Entra ID. * Use pre-chat survey responses combined with session variables to infer user identity.
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