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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
| Configure representative experience and productivity | 18% | - Configure supervisor capabilities
|
| Configure agents and AI capabilities | 13% | - Implement AI-powered self-service agents
|
| Configure work distribution and routing | 13% | - Configure workstreams and queues
|
| Implement channels and engagement experiences | 33% | - Configure omnichannel channels
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
A company needs work to keep routing even when there is a routing problem on voice queues or when the voice queues hit capacity. You need to configure the workstream and queue to meet that requirement.
Which two items should you configure? Each correct answer presents part of the solution.
- A. queue prioritization
- B. assignment method
- C. overflow condition
- D. fallback queue
Correct Answer: C,D 🗳️
Explanation: Only visible for DumpsKing members. You can sign-up / login (it's free).
A company uses Dynamics 365 Customer Service with Workforce management and shift-based routing enabled.
Customer service representatives (CSRs) at the company must receive work only during scheduled working hours. They must NOT receive work during breaks within a shift.
You need to configure routing eligibility.
How should you complete each configuration? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
A company plans to deploy a new customized voice channel from development to test. The voice channel customizations include skills-based routing and a Copilot Studio voice agent.
The deployment package must:
- Include only the components needed for the release.
- Support controlled import into downstream environments.
You need to prepare to release the voice channel and all supported parts.
What should you do?
- A. Copy components and data directly between environments.
- B. Move configuration data only and recreate components manually.
- C. Export an unmanaged solution and update configurations directly after import.
- D. Export a managed solution and deploy with configuration data by using the release pipeline.
Correct Answer: D 🗳️
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A company's CSRs rely on internal knowledge articles plus documentation maintained in external systems, but CSRs need both internal and external knowledge available when searching during interactions, and currently external knowledge is not visible in search results, forcing CSRs to switch between systems. You need to ensure external knowledge is available and searchable within the Contact Center experience.
How should you perform the configuration?
- A. Email CSRs a weekly digest of external documentation changes, which does not make the content searchable within the live interaction experience.
- B. Have CSRs continue switching between systems manually, since external content cannot be made searchable within Contact Center.
- C. Connect the external system as an additional knowledge source (for example through a Copilot Studio or Dataverse connector) so both internal and external content appear together in Contact Center search results.
- D. Delete the external documentation and recreate all of it as new internal knowledge articles from scratch.
Correct Answer: C 🗳️
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A company is setting up Copilot in Dynamics 365 Customer Service to help customer service representatives (CSRs) with real-time responses in the sidecar pane, though Copilot Studio use has not been approved yet. The company has configured multiple data sources for Copilot to draw on when answering questions and drafting emails and chats. Copilot must generate its responses using only supported knowledge sources enabled in the Copilot Service admin center, without turning on any knowledge sources from Copilot Studio. You need to configure which knowledge sources Copilot can use.
Which two knowledge sources can you configure for Copilot to use? Each correct answer presents a complete solution.
- A. Microsoft Dataverse knowledge articles.
- B. Microsoft Dataverse tables mapped to fields.
- C. Copilot prompt templates.
- D. Trusted webpages configured as a knowledge source.
- E. Microsoft SharePoint content connected as a knowledge source.
Correct Answer: A,D 🗳️
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