Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate

0/8 checked

Q_01 domain/d1 · medium single discuss →

A contact center engineer is planning a Dynamics 365 Contact Center deployment for an organization that wants inbound customer interactions to reach the correct representatives automatically. Which core responsibility of the engineer most directly addresses this requirement?

A Designing, managing, and implementing routing strategies
B Configuring workforce management demand forecasting
C Enabling Microsoft Copilot–assisted guidance
D Monitoring operational issues identified in the contact center

Q_02 domain/d1 · medium multi discuss →

During deployment planning, a stakeholder asks which capabilities the engineer will configure to support proactive outbound customer engagement. Which two capabilities should the engineer identify as part of proactive engagement?