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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
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: Configure chat authentication by using Microsoft Entra ID.
Does the solution meet the goal?
- A. Yes
- B. No
Correct Answer: B 🗳️
Explanation: Only visible for TestBraindump members. You can sign-up / login (it's free).
A company deploys Copilot in Dynamics 365 Customer Service to assist customer service representatives (CSRs) during customer interactions.
CSRs report that Copilot responses sometimes include inappropriate or unverified information.
The company must ensure that responses are based only on curated internal content and that irrelevant results are minimized.
You need to configure Copilot to meet the requirements.
What should you configure for each requirement? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
For this question, refer to the Fabrikam, Inc. case study. You need to implement programmatic control of voice interactions to enable interactions with back-office CSRs.
Which capability should you use?
- A. Knowledge article authoring tools, which support case resolution content, not call control.
- B. Sensitivity labels, which govern data protection rather than call control.
- C. Pre-chat survey configuration, which applies only to chat, not voice.
- D. The Voice SDK/Calling APIs within Dynamics 365 Contact Center, which allow programmatic control of voice interactions, including routing calls to back-office CSRs.
Correct Answer: D 🗳️
A company uses Dynamics 365 Contact Center to handle incoming interactions, and CSRs report that when a new work item arrives, they cannot tell the type or context of the request until after they've already accepted it. CSRs need to see key details about work items before accepting them, so they can decide how to handle each interaction. You need to configure how work items appear to CSRs.
What should you do?
- A. Adjust the personal notification preferences.
- B. Define how CSR availability is updated during interactions.
- C. Configure how sessions are arranged in the workspace.
- D. Select which data elements are displayed for incoming conversations.
Correct Answer: D 🗳️
Explanation: Only visible for TestBraindump members. You can sign-up / login (it's free).
You need to meet the company's business requirements for analytics and monitoring.
Which features should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
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