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Answer the following questions to see what you learned.

1.

What is the purpose of the Contact Center admin center app in Dynamics 365 Contact Center?

To manage customer data and interactions

To analyze sales data and generate reports

To set up features, such as unified routing, knowledge articles, channels, voice, and agent experience profiles

2.

What is the primary function of Power Automate solutions in the Microsoft Contact Center?

To manage data in ServiceNow or a custom CRM

To establish connections with ServiceNow and various custom CRM systems

To provide voice and video communication services

3.

How is Generative AI transforming customer service in contact centers?

By increasing wait times and transferring customers to multiple agents

By reducing the need for customer service representatives and eliminating customer interaction

By delivering rich experiences across digital and voice channels, equipping agents with relevant context, and unifying operations to drive efficiency and reduce costs

4.

What is the purpose of the embedded conversation widget in Dynamics 365 Contact Center?

It allows agents to send automated emails to customers.

It allows agents to engage in direct chat conversations with customers through any CRM system.

It provides a platform for agents to make phone calls to customers.

You must answer all questions before checking your work.