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Choose the best response for each of the following questions.
Which statement best describes the difference between embedded and standalone modes in Dynamics 365 Contact Center?
Embedded mode supports only digital channels, while standalone mode supports voice and digital channels
Embedded mode integrates Contact Center capabilities into an existing CRM, while standalone mode provides a dedicated agent workspace
Standalone mode requires Azure Communication Services, while embedded mode does not
Embedded mode is designed for supervisors only, while standalone mode is designed for agents
How does Azure Communication Services (ACS) support Dynamics 365 Contact Center?
By managing customer data and case records
By providing reporting and workforce analytics
By serving as the communication foundation for voice and messaging channels
By authoring knowledge articles used by Copilot
In Dynamics 365 Contact Center, what is the primary role of prebuilt AI agents and Copilot?
To replace human service representatives entirely
To manage workforce scheduling and performance tracking
To automate and assist service interactions using trusted knowledge and context
To configure routing rules and channel provisioning
Why is knowledge management considered foundational to AI-powered service in Dynamics 365 Contact Center?
It controls licensing and access to Contact Center features
It ensures AI agents and Copilot generate responses grounded in trusted, consistent information
It routes conversations between voice and digital channels
It replaces the need for unified routing
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