What This Exam Validates
This certification exam evaluates professionals on designing, deploying, and operating advanced AI-powered contact center solutions using modern platforms. Candidates must demonstrate technical proficiency across six distinct performance domains, ensuring they can successfully manage deployment processes, engagement channels, generative artificial intelligence capabilities, complex work distribution models, representative user interfaces, and supervisor analytics systems.
Who Should Take This Exam
Contact center engineers and solutions professionals responsible for designing, implementing, and supporting AI-powered contact center solutions using Microsoft Dynamics 365 Contact Center and service-oriented autonomous agents.
Skills You Should Be Ready to Demonstrate
- Deploy Dynamics 365 Contact Center
- Implement channels
- Configure agents and AI capabilities
- Configure work distribution
- Configure representative experiences
- Manage contact center analytics
How to Prepare
To prepare for this assessment, candidates should gain extensive hands-on operational experience with Microsoft Copilot Studio, Power BI, and Dynamics 365 Contact Center. Dedicate significant study time to mastering channel provisioning processes, advanced workstream routing configurations, and autonomous agent setups across diverse voice and digital communication platforms to ensure complete readiness.
Domain Study Guidance
Deploy Dynamics 365 Contact Center: Study Guidance
This specific introductory domain covers setting up the core platform features entirely, including configuring the Copilot Service workspace, extending system connectors, and successfully establishing embedded modes for daily contact center operations.
- Configure the Copilot Service workspace
- Configure and extend connectors for Dynamics 365 Contact Center
- Configure embedded Dynamics 365 Contact Center mode
Implement channels: Study Guidance
This domain focuses heavily on implementing and managing various customer engagement channels such as interactive chat systems, record-based communication pathways, and diverse digital channels to streamline communication effectively.
- Configure the chat channel
- Configure the record-based channel
- Configure digital channels
Configure agents and AI capabilities: Study Guidance
Candidates explore setting up advanced generative artificial intelligence features, automated question handling capabilities, and reliable knowledge sources to empower customer service operations and improve automated responses during engagements.
- Configure Copilot summaries
- Configure the Ask a question feature
- Configure knowledge sources for Copilot in Dynamics 365 Customer Service
Configure work distribution: Study Guidance
This section deals with effectively managing incoming work items, constructing efficient queue structures, establishing precise queue prioritization rules, and handling important overflow and fallback behaviors within the system architecture.
- Create and manage queues
- Configure queue prioritization
- Configure overflow and fallback
Configure the Dynamics 365 Contact Center representative experience: Study Guidance
This specific operational area focuses on building custom representative interfaces, designing experience profiles, configuring application tab templates, and optimizing the daily agent inbox experience through customized views and layouts.
- Create experience profiles
- Configure application tab templates
- Configure the agent inbox, including creating custom views
Manage analytics for the Dynamics 365 Contact Center: Study Guidance
This extensive part centers completely on supervisor oversight responsibilities, configuring quality evaluation agents, establishing proper supervisory settings, and providing secure access to detailed analytics and reporting dashboards for operational managers.
- Configure supervisor settings
- Configure the Quality Evaluation agent
- Configure access to analytics and dashboards
Exam-Day Guidance
You will be given the exact assessment time needed to complete all sections. Review all instructions carefully and manage your time effectively across the 6 measured domains.
Frequently asked questions
What is the passing score for the exam?
A passing score of 700 or greater is required to successfully pass the examination on an established scoring scale ranging from 1 to 1000 for all candidates.
How long is the exam duration?
Candidates will be given adequate time to complete this professional assessment and answer all questions presented across the various performance domains during the testing session.
How much does the exam cost?
The price is based entirely on the specific country or region in which the examination is proctored, as Microsoft does not publish a standardized list price in USD.
What is the certification path status?
This certification exam is currently active for qualified professionals. If you need any further details regarding long-term certification paths, please check directly with Microsoft for the most up-to-date guidance.
Sources and Verification
Verified 2026-09-13
How this page was made
All review content and domain guidelines are carefully curated directly from official Microsoft exam documentation and verified study guides to ensure complete accuracy.
Exam Domains
1.0 Deploy Dynamics 365 Contact Center
18%
- 1.1Configure the Copilot Service workspace
- 1.2Configure and extend connectors for Dynamics 365 Contact Center
- 1.3Configure embedded Dynamics 365 Contact Center mode
- 1.4Configure Copilot for third-party CCaaS solutions
- 1.5Enable agent simulation to evaluate journeys
- 1.6Enable the Health Agent to proactively investigate issues
- 1.7Enable agents to perform transformation, environment migration, and configuration
- 1.8Manage and roll out agents by using the Agent hub
- 1.9Create solutions for Dynamics 365 Contact Center deployments
- 1.10Configure application lifecycle management (ALM) for Dynamics 365 Contact Center deployments
- 1.11Manage an omnichannel environment
- 1.12Configure user settings
- 1.13Create user accounts
- 1.14Manage security roles, including custom security roles and personas
- 1.15Manage capacity profiles
2.0 Implement channels
32%
- 2.1Configure the chat channel
- 2.2Configure the record-based channel
- 2.3Configure digital channels
- 2.4Configure and embed a chat widget
- 2.5Configure proactive chat
- 2.6Configure pre-chat surveys
- 2.7Manage quick replies
- 2.8Extend the chat experience using the live chat SDK
- 2.9Configure authentication settings for chat
- 2.10Manage chat in native mobile apps by using the Messaging SDK for Dynamics 365 Contact Center
- 2.11Configure a custom messaging channel by using messaging APIs
- 2.12Enable real-time translation of conversations
- 2.13Configure customer settings, including location and self-service settings
- 2.14Configure the voice channel
- 2.15Integrate a non-Microsoft interactive voice response (IVR) system with voice channel
- 2.16Manage phone numbers
- 2.17Configure inbound and outbound calling profiles
- 2.18Configure call recording, transcription, and real-time translation
- 2.19Configure agent feedback
- 2.20Manage voice calls via the CCaaS SDK API
- 2.21Manage context variables
- 2.22Configure automatic customer identification
- 2.23Close conversations automatically
- 2.24Enable consult with representatives and transfer of conversations
- 2.25Configure sensitive data masking
- 2.26Configure custom presences
- 2.27Configure messages, including templates, formatting, automated messages, and outbound messages
- 2.28Manage active conversation settings
- 2.29Configure the timeline
- 2.30Use custom connectors with the timeline control
- 2.31Configure the channel integration framework
- 2.32Manage conversations
- 2.33Configure feedback by using Copilot Studio
- 2.34Manage file attachments
- 2.35Manage proactive outbound engagement
- 2.36Configure proactive outbound campaigns, including workstreams and triggers
- 2.37Configure dialing methods for proactive outbound campaigns
- 2.38Set up the proactive outbound dashboard
- 2.39Configure Workforce management (WFM)
- 2.40Configure shift management and scheduling
3.0 Configure agents and AI capabilities
12%
- 3.1Configure Copilot summaries
- 3.2Configure the Ask a question feature
- 3.3Configure knowledge sources for Copilot in Dynamics 365 Customer Service
- 3.4Extend Copilot capabilities with prompt plugins and tools
- 3.5Interpret the Copilot analytics report
- 3.6Create a smart assist bot
- 3.7Configure IVR with voice agents by using generative AI or classic orchestration
- 3.8Manage variables in Copilot Studio
- 3.9Secure the Dynamics 365 Contact Center voice channel
- 3.10Configure compliant call recording in Copilot Studio
- 3.11Configure SIP header transfers
- 3.12Configure the Real-time Speech agent
- 3.13Configure dual-tone multi-frequency (DTMF), natural language understanding (NLU), and speech-based IVR
- 3.14Configure Copilot Studio voice triggers
- 3.15Implement best practices for configuring voice agents
- 3.16Configure multilingual voice agents
4.0 Configure work distribution
12%
- 4.1Create and manage queues
- 4.2Configure queue prioritization
- 4.3Configure overflow and fallback
- 4.4Configure work assignment methods
- 4.5Set up operating hours
- 4.6Configure workstreams, including configuring context variables and associating agents in Copilot Studio
- 4.7Configure work classification rules
- 4.8Configure the engagement agent
- 4.9Configure skills-based routing
- 4.10Configure AI-enabled skills-based routing
- 4.11Configure intent-based routing
- 4.12Configure preferred representative routing
- 4.13Configure routing for records
- 4.14Configure basic routing rule sets
- 4.15Diagnose unified routing by using conversation diagnostics
5.0 Configure the Dynamics 365 Contact Center representative experience
18%
- 5.1Create experience profiles
- 5.2Configure application tab templates
- 5.3Configure the agent inbox, including creating custom views
- 5.4Configure session templates
- 5.5Configure notification template
- 5.6Enable custom productivity panels
- 5.7Configure scripts, including slugs
- 5.8Create macros
- 5.9Enable Teams collaboration
- 5.10Extend the productivity panel by using the app profile manager JavaScript API reference
- 5.11Extend the customer service representative experience by using the Omnichannel JavaScript API
- 5.12Configure internal knowledge search capabilities
- 5.13Integrate and search external knowledge sources
- 5.14Configure tables for knowledge management
- 5.15Configure the Customer Knowledge Management agent
- 5.16Integrate knowledge into portals
6.0 Manage analytics for the Dynamics 365 Contact Center
12%
- 6.1Configure supervisor settings
- 6.2Configure the Quality Evaluation agent
- 6.3Configure access to analytics and dashboards
- 6.4Perform supervisor actions for conversations
- 6.5Configure the supervisor app
- 6.6Customize the key performance indicators (KPIs) in the analytics reports by using the embedded Power BI editor
- 6.7Embed out-of-the-box reports in the Copilot Service workspace app
- 6.8Customize historical and real-time analytics reports by using Power BI
- 6.9Extend historical and real-time analytics reports by using Power BI Desktop
- 6.10Configure conversation diagnostics in Application Insights
- 6.11Configure and embed telemetry and analytics from Application Insights
- 6.12Last updated on 05/15/2026
- 6.13Purpose of this document
- 6.14About the exam
- 6.15Skills measured
- 6.16Study resources
- 6.17High contrast
- 6.18AI Disclaimer
- 6.19Previous Versions
- 6.20Contribute
- 6.21Privacy
- 6.22Consumer Health Privacy
- 6.23Terms of Use
- 6.24Trademarks
- 6.25© Microsoft 2026
