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| Section | Weight | Objectives |
|---|---|---|
| Configure agents and AI capabilities | 13% | - Manage autonomous service agents
|
| Configure representative experience and productivity | 18% | - Configure supervisor capabilities
|
| Implement channels and engagement experiences | 33% | - Configure omnichannel channels
|
| Configure work distribution and routing | 13% | - Configure workstreams and queues
|
| Manage analytics and continuous improvement | 13% | - Configure reporting and dashboards
|
A company has development, test, and production environments for Dynamics 365 Contact Center. The ALM strategy requires:
- Predictable, repeatable promotion of changes between environments.
- No manual reconfiguration of components after import.
- Full audit trail of what was deployed and when.
You need to recommend an approach.
What should you do?
Correct Answer: B 🗳️
Explanation: Only visible for TestPDF members. You can sign-up / login (it's free).
A company uses Dynamics 365 Customer Service. The company has a custom table to track internal issues. Customer service representatives (CSRs) track cases separately.
CSRs must be able to resolve issues faster and consistently.
You need to ensure that knowledge articles are available during issue resolution.
What should you do first?
Correct Answer: C 🗳️
Explanation: Only visible for TestPDF members. You can sign-up / login (it's free).
A company requires AI-driven optimization of service workflows.
The system must recommend improvements based on performance data.
You need to configure transformation analysis.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Correct Answer: A,B 🗳️
Explanation: Only visible for TestPDF members. You can sign-up / login (it's free).
A company uses Dynamics 365 Contact Center to support customer service operations.
Customer service representatives (CSRs) handle multiple conversations across different channels.
The company currently applies configurations individually, which leads to inconsistent behavior between CSRs.
The company requires standardization of how groups of CSRs interact with the application, including session behavior and workspace configuration.
You need to implement a reusable configuration that can be applied to multiple CSRs.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Correct Answer: A,D 🗳️
Explanation: Only visible for TestPDF members. You can sign-up / login (it's free).
Hotspot Question
A company uses Dynamics 365 Customer Service.
Customer service representatives (CSRs) use scripts to guide conversations.
The company requires the following for scripts for new conversations:
- Display customer data automatically within script instructions.
- Ensure CSRs follow a predetermined script sequence.
You need to configure the script behavior 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.
Correct Answer:
Explanation:
Box 1: Configure a slug
To display customer data automatically inside agent script instructions for new conversations in Dynamics 365 Customer Service, you need to use slugs (replacement parameters) within your text-based agent script steps and bind them via session templates.
Box 2: Define script step order
Set the Pre-determined Step Sequence
The order in which you sort your individual script steps determines the strict display sequence the CSR sees on screen.
1. In the newly created script, go to the Agent Script Steps sub-grid and click + New Agent Script Step.
2. Define each step with these key components:
Name & Title: Short, clear text for the agent to read.
Order: Integer values (e.g., 1, 2, 3). This is critical; Dynamics 365 enforces the chronological flow based entirely on this field.
Action Type: Choose between Text (talking points/questions), Macro (automated CRM actions like creating a case), or Script (branches out to a secondary sub-script if needed).
3. Repeat this process until your complete conversation sequence is constructed. CSRs will interact with these by checking them off using the Mark as done icon to move cleanly from step to step.
Reference:
https://community.dynamics.com/blogs/post/?postid=21f00839-1e73-433d-ad26-2c98f4f42442
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