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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: Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
| Topic 3: Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
| Topic 4: Measure and improve customer experience analytics | - Use insights to improve service quality - Analyze contact center performance metrics |
| Topic 5: Knowledge and case management with AI | - Implement case routing and automation rules - Configure knowledge base for agent assistance |
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
You need to design a voice agent that satisfies the voice channel and IVR technical requirements.
What should you do?
- A. Configure voice agent interactions before defining routing logic.
- B. Assign CSRs before configuring voice agent interactions.
- C. Configure queue assignment before enabling call entry.
- D. Configure routing rules before configuring voice agent interactions.
Correct Answer: A 🗳️
Explanation: Only visible for DumpsMaterials members. You can sign-up / login (it's free).
You need to ensure that CSRs can receive calls and view customer data in the first phase of the project.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Correct Answer:
A company uses Dynamics 365 Contact Center to support its customer service operations, and CSRs handle multiple conversations across different channels. Configurations are currently applied individually, resulting in inconsistent behavior between CSRs, and the company wants to standardize how groups of CSRs interact with the application, covering both session behavior and workspace configuration. You need to implement a reusable configuration that can be applied to multiple CSRs.
Which two actions should you perform? Each correct answer presents part of the solution.
- A. Associate users to the experience profile.
- B. Modify an existing out-of-the-box profile.
- C. Create a custom experience profile.
- D. Assign teams to the experience profile.
- E. Assign queues during profile creation.
Correct Answer: A,C 🗳️
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A company relies on knowledge articles to support its CSRs, who report that relevant articles are not showing up when they search during case resolution. Search results need to reliably surface relevant knowledge articles based on the user's query. You need to improve the accuracy of knowledge search results.
Which two actions should you perform? Each correct answer presents part of the solution.
- A. Configure searchable columns in the knowledge article table.
- B. Enable knowledge article versioning.
- C. Enable Dataverse relevance search for knowledge articles.
- D. Configure knowledge search filters for CSR views.
Correct Answer: A,C 🗳️
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A company plans to introduce an autonomous AI agent that identifies customer intent to customer service representatives in phases.
The rollout must be controlled and support phased adoption based on business readiness. The rollout must NOT enable the agent for all workloads at the same time.
You need to implement the rollout.
What are two actions you can perform? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
- A. Publish the app to all agents and track adoption metrics.
- B. Assign the rollout to a single wave and monitor the result.
- C. Segment the agent into staged deployments by using lines of business.
- D. Create rollout plans with defined phases in Agent hub.
- E. Rework routing rules between rollout phases.
Correct Answer: C,D 🗳️
Explanation: Only visible for DumpsMaterials members. You can sign-up / login (it's free).
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