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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configure agents and AI capabilities | 13% | - Manage autonomous service agents
|
| Implement channels and engagement experiences | 33% | - Configure contact center environments
|
| Manage analytics and continuous improvement | 13% | - Implement governance and compliance
|
| Configure representative experience and productivity | 18% | - Enable productivity tools
|
| Configure work distribution and routing | 13% | - Design routing strategies
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
You need to configure the system to send messages to the CSR.
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 plans to display reports inside the Copilot Service workspace. Users access the reports directly within the workspace.
The company requires the following report functionality when users open reports:
- Reports must be performant with fast load times and responsive visuals.
- Updated data must be displayed.
You need to configure report availability.
How should you perform the configuration? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
You need to optimize voice interaction performance based on the voice agent configuration requirements.
Which features should you configure? To answer, move the appropriate features to the correct requirements. You may use each feature 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:
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. Modify an existing out-of-the-box profile.
- B. Assign teams to the experience profile.
- C. Assign queues during profile creation.
- D. Associate users to the experience profile.
- E. Create a custom experience profile.
Correct Answer: D,E 🗳️
Explanation: Only visible for TrainingDumps members. You can sign-up / login (it's free).
A company wants conversations on the voice channel distributed evenly among customer service representatives (CSRs) who hold similar skills, so no single CSR ends up carrying significantly more work than the others. You need to configure the assignment method.
What should you configure?
- A. overflow rules
- B. skills-based routing
- C. priority routing
- D. least active
Correct Answer: D 🗳️
Explanation: Only visible for TrainingDumps members. You can sign-up / login (it's free).
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