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Microsoft AB-250 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
| Topic 2: Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
| Topic 3: Measure and improve customer experience analytics | - Use insights to improve service quality - Analyze contact center performance metrics |
| Topic 4: Implement omnichannel engagement | - Enable voice and unified routing scenarios - Configure digital messaging and chat channels |
| Topic 5: Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
A company integrates an external workforce management system with Dynamics 365 Customer Service, and routing must follow CSRs' schedules from that external system, with CSRs never receiving work while unavailable according to those schedules. You need to configure the routing behavior.
What should you do?
- A. Disable routing entirely during any period the external schedule marks as unavailable, blocking all queue activity company-wide.
- B. Sync the external workforce management schedule into Dynamics 365 Customer Service presence/availability, and configure routing to check that synced availability before assigning any work item to a CSR.
- C. Ignore the external system and manage CSR availability manually inside Dynamics 365 only.
- D. Grant every CSR the Administrator role so they can manually mark themselves available or unavailable at will.
Correct Answer: B 🗳️
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You need to configure proactive outbound engagement.
How should you complete the configuration? To answer, select the appropriate action in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
CSRs need consistent session behavior when opening work items, specifically which primary application opens in a session and how the conversation interface behaves at session start. You need to configure the session templates to meet this requirement.
What should you configure to control which primary application opens?
- A. A queue priority setting, which affects pickup order, not session template behavior.
- B. The application tab configuration within the session template, which defines the primary application opened and how the conversation interface behaves when the session starts.
- C. A knowledge article association, which has no bearing on session startup behavior.
- D. A capacity profile, which governs concurrent session limits, not which application opens in a session.
Correct Answer: B 🗳️
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A company uses Dynamics 365 Customer Service, where CSRs use scripts to guide conversations, and new conversation scripts must display customer data automatically within script instructions while ensuring CSRs follow a predetermined script sequence. You need to configure the script behavior to meet these requirements.
What should you configure so customer data appears automatically in the script instructions?
- A. A static script with hardcoded placeholder text that never reflects actual customer data.
- B. A capacity profile setting, which is unrelated to script content or sequence.
- C. Dynamic data tags within the agent script, bound to case/customer fields, so the script instructions automatically display live customer data, combined with branching steps that enforce the predetermined sequence.
- D. A knowledge article link embedded in the script, which surfaces static reference content rather than dynamic customer data.
Correct Answer: C 🗳️
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You are configuring multiple phone numbers for a company's regional support, where inbound calls must be routed appropriately and outbound calls must display the specified caller ID. You need to configure the phone numbers to meet these requirements.
What should you do?
- A. Leave inbound routing unconfigured and rely on CSRs to manually determine which region a call belongs to.
- B. Assign all regions to a single shared phone number with no distinction in routing or caller ID.
- C. Configure outbound caller ID at the CSR's personal profile level only, with no association to the phone numbers themselves.
- D. Assign each phone number an inbound routing configuration tied to the correct regional queue, and assign each number an outbound profile that defines the caller ID presented when a CSR places an outbound call from that number.
Correct Answer: D 🗳️
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