AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ18

Deploy Dynamics 365 Contact Center

A company is assessing the cost drivers for a Dynamics 365 Contact Center deployment with these license types:

  • Dynamics 365 Contact Center (Digital + Voice)
  • Dynamics 365 Contact Center Voice

The company must associate the platform costs for the following with their billing models:

  • Copilot-generated responses
  • Customer service representative (CSR) platform access
  • Call recording and telephony minutes
  • Included IVR minutes per user

Identify the billing method for each cost component. Each billing method may be used once, more than once, or not at all.

Drag & Drop
Copilot-generated responses
CSR platform access
Call recording and telephony minutes
Included IVR minutes per user
Explanation

Copilot-generated responses use metered Copilot capacity, and call recording and telephony are charged according to consumed usage. CSR access is covered by a per-user license. Eligible Dynamics 365 Contact Center voice licensing includes an IVR-minute entitlement per user; use beyond included allowances would be overage capacity, but no listed component is itself an overage charge.

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