AB-100 Certification Practice Question #28

Question

A company plans to deploy a Microsoft Dynamics 365 Contact Center agent.
You need to ensure that the agent can transfer the conversation to a live customer service representative.
Which two components should you include in the solution? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

Accepted Answer

The live agent handoff in Dynamics 365 Contact Center requires exactly two components: Microsoft Copilot Studio (the agent that detects the escalation and initiates the transfer) and a customer engagement hub (the platform — Omnichannel for Customer Service in D365 Contact Center — that routes and connects the conversation to a live agent).

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