AB-100 Certification Practice Question #33

Question

You need to recommend a solution to integrate a Microsoft Copilot agent with a Microsoft Dynamics 365 Contact Center chat channel.
The agent must respond to customer questions and hand off the conversation to a live customer service representative when the customer requests an escalation.
What should you recommend?

Accepted Answer

The Escalate system topic in Copilot Studio is the standard mechanism for live-agent hand-off. When a customer requests escalation, the Escalate topic fires and the Transfer Conversation node routes the entire conversation (including context) to the Dynamics 365 Contact Center engagement hub, which connects to a live customer service representative. This is the documented, purpose-built integration path for Copilot Studio + D365 Contact Center hand-off.

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