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Microsoft AB-250 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Topic 2: Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
| Topic 3: Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
| Topic 4: Design AI-enabled contact center experiences | - Configure Dynamics 365 Customer Service capabilities - Implement AI-assisted agent experiences with Copilot |
| Topic 5: Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
A company wants Copilot to read the correct data so it can generate summaries that include specific business fields such as priority, resolution details, and customer impact, but summaries currently do not consistently include this information. You need to configure Copilot to read the correct data and include the required fields in summaries.
What should you do?
- A. Rename the fields in the case form without updating any data source mapping, which does not change what Copilot reads.
- B. Disable Copilot summarization entirely and have CSRs write summaries manually.
- C. Increase the font size of the fields on the case form, which has no effect on what data Copilot can read.
- D. Map the required Dataverse fields (priority, resolution details, customer impact) into the Copilot summarization data source configuration so the model has direct access to those fields when generating summaries.
Correct Answer: D 🗳️
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You are configuring inbound and outbound calling behavior for voice interactions.
Inbound calls must follow the appropriate handling configuration. Outbound calls must display the specified caller ID when a customer service representative (CSR) places the call.
You need to perform the necessary task for each requirement.
What task should you perform to meet each requirement? To answer, select the appropriate options 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. Use preview dialing mode.
- B. Use Copilot dialing mode.
- C. Configure Copilot voice agent.
- D. Configure call recording.
Correct Answer: B 🗳️
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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. Configure outbound caller ID at the CSR's personal profile level only, with no association to the phone numbers themselves.
- B. Leave inbound routing unconfigured and rely on CSRs to manually determine which region a call belongs to.
- C. 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.
- D. Assign all regions to a single shared phone number with no distinction in routing or caller ID.
Correct Answer: C 🗳️
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A company supports multiple communication channels. Customer service representatives (CSRs) handle multiple work items concurrently based on configured workload limits.
The company must be able to control how CSRs handle workload across channels.
The solution must:
- Limit how much work a CSR can handle at the same time.
- Prevent CSRs from receiving new work items until their conversations are closed.
You need to configure workload management for the CSRs.
How should you configure the workloads? To answer, move the appropriate configurations to the correct requirements. You may use each configuration once, more than once, or not at all. You may need to move the split bat between panes or scroll to view content. NOTE: Each correct selection is worth one point.
Correct Answer:
