Microsoft AB-250

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Microsoft AB-250 Exam Syllabus Topics:

Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:

Question #1
Drag and Drop Question
A company plans to use quality evaluation for customer service representative (CSR) performance.
The company requires the following:
- Automatic evaluation of conversations based on predefined conditions
- Measurable scoring for evaluating CSRs by the Quality Evaluation
Agent
You need to configure the evaluation process.
Which actions should you perform? 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 bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Question #2
A company wants new representatives to automatically receive the correct security role and capacity settings as soon as their Microsoft Entra ID account is provisioned, without an administrator manually configuring each user.
You need to recommend a scalable approach for managing user access and workload capacity.
What should you do?

A. Assign a custom security role and a capacity profile directly to each user account.
B. Add users to Entra ID groups that are linked to Dataverse teams with the required security roles, and apply a capacity profile to the team.
C. Grant System Administrator to all representatives temporarily.
D. Configure capacity profiles only at the queue level.

Question #3
Drag and Drop Question
A company uses Copilot in Dynamics 365 Customer Service to generate summaries for customer service representatives.
The company wants Copilot to read the correct data to generate summaries that include specific business fields such as priority, resolution details, and customer impact.
Currently, summaries do NOT consistently include this information.
You need to configure Copilot to read the correct data and include the required fields in summaries.
Which action should you perform for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each actions 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.

Question #4
Drag and Drop Question
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.

Question #5
A company is enabling outbound calling in Copilot Service workspace.
After this is set up, some customer service representatives (CSRs) are unable to make outbound calls to customers.
You need to verify the configuration of outbound calls for the CSRs.
Which configuration should you verify first for each CSR?

A. personal phone number for making outbound calls
B. capacity profile associated with an outbound profile
C. voice channel with outbound calling enabled
D. routing rule for outbound calls
E. inbound profile with transfer to external phone numbers enabled

Solutions: