A company plans to display reports inside the Copilot Service workspace. Users access the reports directly within the workspace.
The company requires the following report functionality when users open reports:
- Reports must be performant with fast load times and responsive visuals.
- Updated data must be displayed.
You need to configure report availability.
How should you perform the configuration? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Customer Service, along with a custom table for tracking internal issues, and CSRs track cases separately. CSRs need to resolve issues faster and more consistently. You need to make sure knowledge articles are available during issue resolution.
What should you do first?

• A. Configure knowledge article relationships for activities.
• B. Configure knowledge search providers for case resolution.
• C. Enable knowledge articles for the table.
• D. Enable knowledge search for the table.

A company configures a workstream and needs the system to automatically detect the skills required for incoming work and assign a priority. You need to configure classification.
What should you use for this?

• A. A static routing rule with hardcoded skill values that never adapts to the content of each new work item.
• B. AI-based classification (intelligent classification) on the workstream, which automatically detects the required skills and assigns a priority to each incoming work item based on its content.
• C. A session template, which governs the CSR's application layout rather than classification of incoming work.
• D. A manual tagging process performed by a supervisor for every incoming work item before it is routed.

A company uses skills-based routing for incoming service requests, relying on a skill-matching algorithm, and requests must only be assigned to the customer service representatives (CSRs) best qualified to resolve the issue. You need to make sure only qualified CSRs receive the work.
Which two actions should you perform? Each correct answer presents part of the solution.

• A. Configure queue-based routing rules.
• B. Configure CSR capacity.
• C. Assign proficiency levels to CSR skills.
• D. Define required skills for CSRs.
• E. Enable routing rule fallback logic.

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.
A company runs a custom portal and needs secure customer identity validation before any chat can begin. You need to make sure authentication is secure.
Solution: Use pre-chat survey responses combined with session variables to infer user identity.
Does the solution meet the goal?

• A. Yes
• B. No