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

By Microsoft · Question Mode

QuestionQ43

Configure work distribution

A company uses AI-enabled routing. The customer service manager requires routing to:

  • Predict required skills automatically.
  • Apply predicted skills during routing.

Which action should you perform for each requirement? Each action may be used once, more than once, or not at all.

Drag & Drop
Predict required skills.
Apply predicted skills.
Explanation

An intelligent skill finder model uses AI to predict the skills needed for a work item. A machine learning classification rule applies those predicted skills as part of routing. Manual skill rules do not provide AI prediction, and assigning representatives to skills only establishes agent skill profiles.

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