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A company uses separate development and production environments for Dynamics 365 Contact Center. The development environment includes updated communication channels and modified routing behavior for assigning work items to customer service representatives (CSRs).
After recent updates, production does NOT reflect the expected behavior. New interaction entry points are unavailable. Work items are NOT being assigned according to the updated logic.
The company requires a solution that ensures:
- Interaction entry points behave consistently between environments.
- Work assignment behavior reflects the latest configuration changes.
You need to manage how omnichannel configurations are applied across environments.
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.

You need to ensure that CSRs can receive calls and view customer data in the first phase of the project.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

You need to resolve inconsistent access across user personas.
What should you do?

• A. Create Dataverse security roles aligned to defined personas
• B. Configure access teams with automatic assignment rules
• C. Assign customer service representatives to queues based on persona
• D. Apply field-level security to persona-specific tables

A company uses security roles to ensure that its customer service representatives (CSRs) have access only to the features and data required to perform their duties.
However, default roles currently grant excessive permissions to CSRs.
The company requires that access be limited as follows:
- Reduce permissions to just the features and data that are required for each CSR role.
- Allow non-administrators to assign roles to CSRs without full system access.
You need to configure the minimal security access for each requirement.
Which action should you perform first 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.

For this question, refer to the Fabrikam, Inc. case study. You need to ensure that CSRs receive calls during their scheduled working hours only.
How should you perform the configuration?

• A. Configure a channel-level operating hours setting with no connection to individual CSR shift schedules.
• B. Integrate the workforce management shift schedule with routing, so calls are only assigned to a CSR during that CSR's scheduled working hours.
• C. Rely solely on a queue priority setting, which affects order of pickup, not whether a CSR is scheduled to work.
• D. Disable the voice channel entirely outside business hours, which would also block customers from reaching the IVR, not just restrict CSR assignment.