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

A company has separate development and production environments for Dynamics 365 Contact Center. Development contains updated communication channels and modified routing behavior for assigning work items to customer service representatives (CSRs).

Following recent updates, production does not show the expected behavior. New interaction entry points are unavailable, and work items are not assigned according to the updated logic.

The company requires:

• Interaction entry points to behave consistently across environments.
• Work assignment behavior to reflect the latest configuration changes.

You need to manage how omnichannel configurations are applied across environments. Which action should you perform for each requirement?

Each action may be used once, more than once, or not at all.