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Microsoft AB-250 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Measure and improve customer experience analytics | - Use insights to improve service quality - Analyze contact center performance metrics |
| Topic 2: Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
| Topic 3: Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Topic 4: Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
| 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:
You need to configure inbound voice functionality and ensure that calls are routed to the appropriate CSR based on predefined criteria.
How should you perform the configurations? To answer, select the appropriate components in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
A company runs outbound campaigns that have high call volume.
The campaigns require efficient use of customer service representatives (CSRs) as well as minimizing idle time.
The dialing method must ensure that calls are automatically initiated and connected only when CSRs are available.
You need to configure the appropriate dialing method.
What should you do?
- A. Enable outbound workstream throttling.
- B. Configure call recording.
- C. Configure Copilot voice agent.
- D. Use predictive dialing mode.
Correct Answer: D 🗳️
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
You need to resolve inconsistent access across user personas.
What should you do?
- A. Create Dataverse security roles aligned to defined personas
- B. Apply field-level security to persona-specific tables
- C. Assign customer service representatives to queues based on persona
- D. Configure access teams with automatic assignment rules
Correct Answer: A 🗳️
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
A company uses separate development, test, and production environments for Dynamics 365 Contact Center.
The company plans to move approved customizations downstream by using a repeatable ALM process. The process must package the changes and restrict direct editing in target environments.
You need to package Contact Center customizations for the deployment process.
Which action should you perform for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each action once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content. 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. Pre-chat survey configuration, which applies only to chat, not voice.
- B. Knowledge article authoring tools, which support case resolution content, not call control.
- C. The Voice SDK/Calling APIs within Dynamics 365 Contact Center, which allow programmatic control of voice interactions, including routing calls to back-office CSRs.
- D. Sensitivity labels, which govern data protection rather than call control.
Correct Answer: C 🗳️
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
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