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A company is in the first phase of the Contact Center rollout. The company does NOT plan to include agentic capabilities.
The company must reduce manual steps for customer service representatives (CSRs) during case handling.
The company requires that case fields automatically update while a CSR works on a case. In addition, CSRs must be able to perform multiple steps from a single trigger.
You need to configure automation.
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.

You need to design a voice agent that satisfies the voice channel and IVR technical requirements.
What should you do?

• A. Configure queue assignment before enabling call entry.
• B. Configure voice agent interactions before defining routing logic.
• C. Configure routing rules before configuring voice agent interactions.
• D. Assign CSRs before configuring voice agent interactions.

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?

• A. routing ruleset
• B. outbound dashboard metrics
• C. proactive engagement
• D. queue

For this question, refer to the Fabrikam, Inc. case study. You need to ensure that required information is collected during interactions with the agent in Copilot Studio, in a way that satisfies the business requirements.
Which sequence of actions, performed in order, achieves this?

• A. First disable all entity validation, then add Question nodes with no structured capture, then rely on free-text parsing after the fact.
• B. First publish the topic to production, then define the entities, then add the Question nodes afterward.
• C. First define the required entities to capture in the topic, then add a Question node to prompt for each entity, then store the captured values in session variables for use later in the interaction.
• D. First store session variables, then define entities, then add Question nodes, reversing the dependency order so variables exist before anything is captured.

For this question, refer to the Fabrikam, Inc. case study. You need to implement programmatic control of voice interactions to enable interactions with back-office CSRs.
Which capability should you use?

• A. The Voice SDK/Calling APIs within Dynamics 365 Contact Center, which allow programmatic control of voice interactions, including routing calls to back-office CSRs.
• B. Knowledge article authoring tools, which support case resolution content, not call control.
• C. Sensitivity labels, which govern data protection rather than call control.
• D. Pre-chat survey configuration, which applies only to chat, not voice.