A company uses Dynamics 365 Customer Service to manage knowledge articles.
The company deploys a customer self-service portal.
Customers report that they cannot find any knowledge articles in the portal. Customer service representatives can access articles internally.
Customers must be able to access knowledge articles.
The solution must:
- Ensure knowledge articles are visible in the portal.
- Ensure only approved and published content is exposed.
- Avoid exposing draft or internal-only articles.
You need to ensure that knowledge articles are available in the portal according to the requirements.
Which two actions should you perform? Each correct answer presents part of the solution.

• A. Enable federated search for external knowledge sources in the portal
• B. Enable knowledge article versioning and archive unpublished versions
• C. Configure knowledge article visibility to allow access for external users
• D. Publish approved knowledge articles for portal use
• E. Configure portal search indexing for knowledge articles and rebuild the index

You are configuring multiple phone numbers for a company's regional support, where inbound calls must be routed appropriately and outbound calls must display the specified caller ID. You need to configure the phone numbers to meet these requirements.
What should you do?

• A. Leave inbound routing unconfigured and rely on CSRs to manually determine which region a call belongs to.
• B. Assign all regions to a single shared phone number with no distinction in routing or caller ID.
• C. Configure outbound caller ID at the CSR's personal profile level only, with no association to the phone numbers themselves.
• D. Assign each phone number an inbound routing configuration tied to the correct regional queue, and assign each number an outbound profile that defines the caller ID presented when a CSR places an outbound call from that number.

A company uses separate development, test, and production environments for Dynamics 365 Contact Center.
The company plans to move approved customizations downstream by using a repeatable ALM process. The process must package the changes and restrict direct editing in target environments.
You need to package Contact Center customizations for the deployment process.
Which action should you perform 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 uses Dynamics 365 Contact Center.
The company must collect diagnostic data to investigate conversation issues.
You need to configure and access diagnostics.
Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

• A. Configure diagnostic sampling settings
• B. Configure Application Insights integration
• C. Use queries to analyze conversation-level diagnostic data
• D. Configure log-based queries to analyze system data

A company has placed a chat widget on its support website, but visitors tend to sit idle on product pages and leave without ever contacting support. You need to set the system up so the company can engage those customers proactively.
Which two actions can you take? Each correct answer presents a complete solution.

• A. Turn on agent scripts for proactive engagement scenarios.
• B. Build proactive chat triggers based on visitor behavior conditions.
• C. Configure pre-chat survey fields to capture engagement intent.
• D. Turn on proactive chat for the chat channel.