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Purpose of this document
This study guide should help you understand what to expect on the exam and includes a summary of the topics the exam might cover and links to additional resources. The information and materials in this document should help you focus your studies as you prepare for the exam.
| Useful links | Description |
|---|---|
| Your Microsoft Learn profile | Connecting your certification profile to Microsoft Learn allows you to schedule and renew exams and share and print certificates. |
| Exam scoring and score reports | A score of 700 or greater is required to pass. |
| Exam sandbox | You can explore the exam environment by visiting our exam sandbox. |
| Request accommodations | If you use assistive devices, require extra time, or need modification to any part of the exam experience, you can request an accommodation. |
About the exam
Languages
Some exams are localized into other languages. You can find these in the Schedule Exam section of the Exam Details webpage. If the exam isn’t available in your preferred language, you can request an additional 30 minutes to complete the exam.
Note
The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.
Note
Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.
Skills measured
Audience profile
As a candidate for this Microsoft Certification, you’re a contact center engineer or solutions pro who designs, implements, and supports AI-powered contact center solutions by using Microsoft Dynamics 365 Contact Center and service-oriented autonomous agents. Your role involves translating business and service requirements into scalable, well-governed contact center solutions that include human representatives and AI-driven capabilities.
In this role, you’re responsible for:
Configuring workstreams and engagement channels.
Designing, managing, and implementing routing strategies.
Configuring service representative profiles and experiences.
Enabling productivity tools, including Microsoft Copilot–assisted guidance.
Implementing and managing agents for customer self-service.
Identifying implementation opportunities for and managing service-oriented autonomous agents.
Working with Dynamics 365 Contact Center tools for continuous improvement.
Monitoring and resolving operational issues identified in the contact center.
Configuring proactive engagement capabilities, including outbound dial modes and journey orchestration.
Configuring workforce management capabilities, including demand forecasting, scheduling, and skills alignment.
You typically collaborate with customer service leaders, contact center managers, IT teams, and legal and compliance stakeholders to help ensure that solutions align with operational goals, organizational policies, and responsible AI principles, including security, data protection, transparency, and accountability.
For this exam, you should have:
Experience implementing or planning to implement contact center as a service (CCaaS) solutions.
An understanding of how voice, social, and digital channels are used and orchestrated in a contact center.
Familiarity with contact center personas, such as representatives, supervisors, and administrators.
A fundamental understanding of agents, along with AI self-service and AI-assisted experiences.
Experience working in or supporting business environments that focus on agent productivity, routing, service performance.
Familiarity with the supervisor role and related activities.
Additionally, you should have experience with Microsoft Power Platform, Microsoft Copilot Studio, Power BI, Microsoft Teams, and Microsoft Foundry. You should know how to use automation, integrations, and AI capabilities to extend and optimize service workflows. You also need to understand how to design modern contact centers, where human representatives, AI agents, and autonomous AI agents work together within secure, compliant, and well-governed systems.
Skills at a glance
Deploy Dynamics 365 Contact Center (15–20%)
Implement channels (30–35%)
Configure agents and AI capabilities (10–15%)
Configure work distribution (10–15%)
Configure the Dynamics 365 Contact Center representative experience (15–20%)
Manage analytics for the Dynamics 365 Contact Center (10–15%)
Deploy Dynamics 365 Contact Center (15–20%)
Implement Dynamics 365 Contact Center
Configure the Copilot Service workspace
Configure and extend connectors for Dynamics 365 Contact Center
Configure embedded Dynamics 365 Contact Center mode
Configure Copilot for third-party CCaaS solutions
Enable agent simulation to evaluate journeys
Enable the Health Agent to proactively investigate issues
Enable agents to perform transformation, environment migration, and configuration
Deploy Dynamics 365 Contact Center
Manage and roll out agents by using the Agent hub
Create solutions for Dynamics 365 Contact Center deployments
Configure application lifecycle management (ALM) for Dynamics 365 Contact Center deployments
Manage an omnichannel environment
Manage users
Configure user settings
Create user accounts
Manage security roles, including custom security roles and personas
Manage capacity profiles
Implement channels (30–35%)
Configure chat and digital channels
Configure the chat channel
Configure the record-based channel
Configure digital channels
Configure and embed a chat widget
Configure proactive chat
Configure pre-chat surveys
Manage quick replies
Extend the chat experience using the live chat SDK
Configure authentication settings for chat
Manage chat in native mobile apps by using the Messaging SDK for Dynamics 365 Contact Center
Configure a custom messaging channel by using messaging APIs
Enable real-time translation of conversations
Configure customer settings, including location and self-service settings
Provision and manage the voice channel
Configure the voice channel
Integrate a non-Microsoft interactive voice response (IVR) system with voice channel
Manage phone numbers
Configure inbound and outbound calling profiles
Configure call recording, transcription, and real-time translation
Configure agent feedback
Manage voice calls via the CCaaS SDK API
Configure channel features
Manage context variables
Configure automatic customer identification
Close conversations automatically
Enable consult with representatives and transfer of conversations
Configure sensitive data masking
Configure custom presences
Configure messages, including templates, formatting, automated messages, and outbound messages
Manage active conversation settings
Configure the timeline
Use custom connectors with the timeline control
Configure the channel integration framework
Manage conversations
Configure feedback by using Copilot Studio
Manage file attachments
Manage proactive outbound engagement
Configure proactive outbound campaigns, including workstreams and triggers
Configure dialing methods for proactive outbound campaigns
Set up the proactive outbound dashboard
Configure Workforce management (WFM)
Configure shift management and scheduling
Configure forecasting
Integrate third-party WFM solutions
Design the Dynamics 365 Contact Center setup
Use best practices when setting up voice
Use best practices for developing AI capabilities
Evaluate the total cost of ownership for a Dynamics 365 Contact Center implementation
Configure agents and AI capabilities (10–15%)
Configure agent assist capabilities in Dynamics 365 Contact Center
Configure Copilot summaries
Configure the Ask a question feature
Configure knowledge sources for Copilot in Dynamics 365 Customer Service
Extend Copilot capabilities with prompt plugins and tools
Interpret the Copilot analytics report
Create a smart assist bot
Configure voice agents
Configure IVR with voice agents by using generative AI or classic orchestration
Manage variables in Copilot Studio
Secure the Dynamics 365 Contact Center voice channel
Configure compliant call recording in Copilot Studio
Configure SIP header transfers
Configure the Real-time Speech agent
Configure dual-tone multi-frequency (DTMF), natural language understanding (NLU), and speech-based IVR
Configure Copilot Studio voice triggers
Implement best practices for configuring voice agents
Configure multilingual voice agents
Configure work distribution (10–15%)
Configure queues
Create and manage queues
Configure queue prioritization
Configure overflow and fallback
Configure work assignment methods
Set up operating hours
Configure basic and unified routing
Configure workstreams, including configuring context variables and associating agents in Copilot Studio
Configure work classification rules
Configure the engagement agent
Configure skills-based routing
Configure AI-enabled skills-based routing
Configure intent-based routing
Configure preferred representative routing
Configure routing for records
Configure basic routing rule sets
Diagnose unified routing by using conversation diagnostics
Configure the Dynamics 365 Contact Center representative experience (15–20%)
Configure experience profiles
Create experience profiles
Configure application tab templates
Configure the agent inbox, including creating custom views
Configure session templates
Configure notification template
Configure productivity tools
Enable custom productivity panels
Configure scripts, including slugs
Create macros
Enable Teams collaboration
Extend the productivity panel by using the app profile manager JavaScript API reference
Extend the customer service representative experience by using the Omnichannel JavaScript API
Create and administer knowledge management
Configure internal knowledge search capabilities
Integrate and search external knowledge sources
Configure tables for knowledge management
Configure the Customer Knowledge Management agent
Integrate knowledge into portals
Manage analytics for the Dynamics 365 Contact Center (10–15%)
Configure the Dynamics 365 Contact Center supervisor experience
Configure supervisor settings
Configure the Quality Evaluation agent
Configure access to analytics and dashboards
Perform supervisor actions for conversations
Configure the supervisor app
Customize analytics and reporting
Customize the key performance indicators (KPIs) in the analytics reports by using the embedded Power BI editor
Embed out-of-the-box reports in the Copilot Service workspace app
Customize historical and real-time analytics reports by using Power BI
Extend historical and real-time analytics reports by using Power BI Desktop
Configure conversation diagnostics in Application Insights
Configure and embed telemetry and analytics from Application Insights
Study resources
We recommend that you train and get hands-on experience before you take the exam. We offer self-study options and classroom training as well as links to documentation, community sites, and videos.
| Study resources | Links to learning and documentation |
|---|---|
| Get trained | Choose from self-paced learning paths and modules or take an instructor-led course |
| Find documentation | Dynamics 365 Contact Center documentation Microsoft Copilot Studio documentation Microsoft Power Platform documentation Power BI developer documentation Microsoft Foundry documentation |
| Ask a question | Microsoft Q&A | Microsoft Docs |
| Get community support | Microsoft Dynamics 365 Community Power Platform Communities |
| Follow Microsoft Learn | Microsoft Learn - Microsoft Tech Community |
| Find a video | Exam Readiness Zone Azure Fridays Browse other Microsoft Learn shows |