A company uses security roles to ensure that its customer service representatives (CSRs) have access only to the features and data required to perform their duties.
However, default roles currently grant excessive permissions to CSRs.
The company requires that access be limited as follows:
- Reduce permissions to just the features and data that are required for each CSR role.
- Allow non-administrators to assign roles to CSRs without full system access.
You need to configure the minimal security access for each requirement.
Which action should you perform first for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each action once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content. NOTE: Each correct selection is worth one point.

A company wants to optimize how CSRs view work items in their inbox: CSRs must be able to see only high-priority cases in one view, while a second view must stay hidden from CSRs until a later rollout. You need to configure the custom inbox view to meet these requirements.
What should you do for the high-priority view?

• A. Create a custom inbox view filtered to high-priority cases and publish it so CSRs can see it immediately, while building the second view but leaving it unpublished until the later rollout.
• B. Grant administrator rights to every CSR so they can toggle view visibility themselves.
• C. Delete the second view entirely rather than configuring it for a later rollout.
• D. Publish both views to all CSRs immediately, with no distinction in visibility timing.

A company has a quality management program for its contact center to ensure excellence for its customer experience.
The company must be able to review conversations and retain records for compliance in support of the program.
You need to configure the voice interactions to meet the requirements.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

• A. Enable transcription with storage retention policies.
• B. Configure real-time translation for voice interactions.
• C. Enable call recording for voice conversations.
• D. Configure live sentiment analysis during calls.
• E. Associate conversations with post-call survey automation.

A company plans to roll out a global voice channel for Dynamics 365 Contact Center, and the solution has to work with the carriers and phone numbers already in place, along with the Session Border Controllers (SBCs) already deployed at each office location. You need to design the voice architecture to satisfy these requirements.
What should you do?

• A. Deploy Direct Routing for Contact Center.
• B. Deploy Microsoft calling plan numbers and connect them to Contact Center.
• C. Connect Contact Center using Operator Connect.
• D. Acquire phone numbers from Microsoft and connect them to Contact Center.

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.
A company runs a custom portal and needs secure customer identity validation before any chat can begin. You need to make sure authentication is secure.
Solution: Use pre-chat survey responses combined with session variables to infer user identity.
Does the solution meet the goal?

• A. Yes
• B. No