A company plans to deploy a Microsoft Dynamics 365 Contact Center agent.
You need to ensure that the agent can transfer the conversation to a live customer service representative.
Which two components should you include in the solution? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Microsoft Foundry
B. Microsoft Copilot Studio
C. Microsoft 365 Agents Toolkit
D. an Azure AI Bot Service skill
E. Customer engagement hub
Show Answer
Correct Answer: B, E
Explanation: Microsoft Copilot Studio is used to build and configure the agent and its handoff behavior. The Customer engagement hub provides the live-service environment where a representative can receive and continue the transferred conversation.
Question 34
HOTSPOT
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You use Microsoft Copilot Studio analytics to analyze the performance of a deployed Copilot Studio agent.
You need to identify which performance metrics to use to measure the following:
• The percentage of engaged sessions that are escalated to a live customer service representative
• The number of agent queries that cause a knowledge source error
What should you identify for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Show Answer
Correct Answer: Escalation rate
Answer quality
Explanation: Escalation rate measures the percentage of engaged sessions handed off to a live representative. Answer quality analytics include knowledge source errors and related retrieval/grounding issues.
Question 34
A company uses Microsoft Dynamics 365 Finance to manage accounts payable.
You are designing an AI invoice processing solution.
You need to recommend the prerequisites to configure a prebuilt copilot for accounts payable.
What should you recommend?
A. From Microsoft Copilot Studio, create an accounts payable agent.
B. Extend Microsoft 365 Copilot for Sales to an accounts payable agent.
C. Build an AI tool in Microsoft Foundry.
D. From the Power Platform admin center, assign the Finance and Operations AI security role to users.
Show Answer
Correct Answer: D
Explanation: The prebuilt accounts payable Copilot is part of Dynamics 365 Finance; it does not need to be created as a custom agent or built in Microsoft Foundry. Assign the Finance and Operations AI security role to the relevant users in the Power Platform admin center so they can access the AI capabilities.
Question 35
A company has a Microsoft Copilot Studio agent that uses generative AI to assist Microsoft Dynamics 365 Customer Service representatives.
The agent currently exhibits a low resolution rate and a high escalation rate.
You need to identify the issue.
What should you use?
A. the Agent dashboard of Dynamics 365 Customer Service historical analytics
B. the Insights tab from the Search & intelligence settings of the Microsoft 365 admin center
C. the Copilot hub in the Power Platform admin center
D. the Analytics tab in Copilot Studio
Show Answer
Correct Answer: D
Explanation: The Analytics tab in Copilot Studio is designed to evaluate and troubleshoot agent performance using metrics such as resolution rate, escalation rate, unanswered questions, session outcomes, and topic performance. These analytics help identify why a generative AI agent has low resolution and high escalation rates. The other options provide broader service, search, or administrative analytics rather than detailed Copilot Studio agent performance analysis.
Question 35
You need to design a Microsoft 365 Copilot solution to optimize employee productivity. The solution must meet the following requirements:
Ensure that the employees can query content stored in a subset of Microsoft SharePoint Online sites and in Teams by using natural language-based prompt actions.
Ensure that employees receive contextually relevant responses in Microsoft 365 Copilot.
What should you include in the design?
A. Build a Microsoft Power Automate desktop flow to read the SharePoint content and post the responses to Teams.
B. Modify SharePoint settings.
C. Create a custom REST API that crawls the SharePoint content.
D. Configure Microsoft Graph access.
Show Answer
Correct Answer: D
Explanation: Configure Microsoft Graph access. Microsoft 365 Copilot uses Microsoft Graph to retrieve and ground responses in organizational content from services such as SharePoint Online and Teams, subject to users’ permissions. This enables natural-language queries and contextually relevant answers; a desktop flow or custom crawler is unnecessary.
Question 36
A company has a portfolio of AI initiatives at different stages of development.
You need to recommend a structured approach to evaluating the return on AI investment (ROAI) across all the initiatives. The solution must balance immediate results with long-term values and strategic innovations.
What should you include in the recommendation?
A. a simple cost and benefit analysis
B. a horizon-based framework
C. the internal rate of return (IRR) function
D. a prioritization grid
Show Answer
Correct Answer: B
Explanation: A horizon-based framework evaluates initiatives according to their stage and time to value, balancing near-term results with longer-term capability building and strategic innovation. A single cost-benefit analysis or IRR can undervalue early-stage initiatives, while a prioritization grid is primarily for ranking and selection.
Question 37
A company processes invoices stored across multiple systems in multiple formats.
You need to implement an AI solution to automate the invoice processing. The solution must meet the following requirements:
• Automate multi-step invoice processing tasks, including document analysis, data validation, and approval routing.
• Enable users to interact directly via Microsoft Teams to review and approve invoices.
• Minimize development efforts to define and customize approval workflows.
What should you include in the solution?
A. Azure Document Intelligence in Foundry Tools and Azure Logic Apps
B. a SharePoint agent
C. Microsoft Copilot Studio and AI Builder
D. Azure OpenAI and Azure Functions
Show Answer
Correct Answer: C
Explanation: Microsoft Copilot Studio combined with AI Builder best fits the requirements. AI Builder provides prebuilt document processing capabilities for extracting invoice data from multiple invoice formats, while Copilot Studio can orchestrate multi-step workflows with Power Automate, support approval routing, and integrate with Microsoft Teams for user interaction, minimizing custom development.
Question 37
A company plans to deploy a Microsoft Copilot Studio agent that will analyze historical business data to predict customer behavior.
The data is currently stored in an Azure SQL database, flat files, APIs, and logs.
You need to organize the data into a format that can be used as a knowledge source in Copilot Studio.
What should you include in the solution?
A. Azure AI Search
B. Azure Data Lake Storage
C. Azure Cosmos DB
D. Azure Translator in Foundry Tools
Show Answer
Correct Answer: A
Explanation: Azure AI Search can index data from heterogeneous sources and expose it as a searchable knowledge source for Copilot Studio. Azure Data Lake Storage can store data, but it does not itself provide the indexing and retrieval layer needed for grounding the agent.
Question 38
A company uses a Microsoft Copilot Studio agent to automate tasks in a web app.
During testing, you discover that the automation sometimes fails because of frequent changes to the app's user interface.
You need to recommend a solution to ensure that the agent successfully automates the tasks. The solution must minimize changes to the agent.
What should you include in the recommendation?
A. Computer Use in Copilot Studio
B. custom models in Azure AI Studio
C. conversation topics in Copilot Studio
D. an agent flow in Copilot Studio
Show Answer
Correct Answer: A
Explanation: Computer Use in Copilot Studio is designed to automate interactions with user interfaces in a human-like way and is more resilient to UI changes than brittle UI automation, minimizing the need to modify the agent when the web application's interface changes.
Question 38
A financial services company uses Microsoft Dynamics 365 Finance.
Currently, the company's support staff manually reviews customer transaction histories to detect potential fraud cases before escalating the cases.
You need to recommend an automation solution for the review process. The solution must ensure that escalations reach a human analyst for final decision making. What should you recommend?
A. Deploy an autonomous agent that closes non-fraud cases automatically.
B. Use Microsoft 365 Copilot in Word to automatically finalize fraud detection policies.
C. Configure a task agent to generate fraud risk scores for the human analyst to review.
D. Export the data to a data lake for analysis in Microsoft Power BI.
Show Answer
Correct Answer: C
Explanation: A task agent can automate the initial transaction review by generating fraud risk scores, while routing cases to a human analyst for the final decision. The other options either automate a final decision, address policy writing, or provide analytics without the required human-review workflow.
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