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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Topic 2: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Topic 3: Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Topic 4: Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Topic 5: Implement Channels | 30-35% | - Configure customer engagement channels
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
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. Export a managed solution and deploy with configuration data by using the release pipeline.
- B. Copy components and data directly between environments.
- C. Move configuration data only and recreate components manually.
- D. Export an unmanaged solution and update configurations directly after import.
Correct Answer: A 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
A company is turning on outbound calling in Copilot Service workspace, and after setup some customer service representatives (CSRs) still cannot make outbound calls to customers. You need to check the configuration of outbound calls for the CSRs.
Which configuration should you verify first for each CSR?
- A. inbound profile with transfer to external phone numbers enabled
- B. capacity profile associated with an outbound profile
- C. voice channel with outbound calling enabled
- D. personal phone number for making outbound calls
- E. routing rule for outbound calls
Correct Answer: B 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
A company plans to roll out a global voice channel for Dynamics 365 Contact Center, and the solution has to work with the carriers and phone numbers already in place, along with the Session Border Controllers (SBCs) already deployed at each office location. You need to design the voice architecture to satisfy these requirements.
What should you do?
- A. Deploy Direct Routing for Contact Center.
- B. Deploy Microsoft calling plan numbers and connect them to Contact Center.
- C. Acquire phone numbers from Microsoft and connect them to Contact Center.
- D. Connect Contact Center using Operator Connect.
Correct Answer: A 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
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. overflow condition
- C. assignment method
- D. fallback queue
Correct Answer: B,D 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
A company relies on a custom CRM system and an external document repository. Service representatives need live access to CRM data, and Copilot has to generate responses grounded in the external documents, but the company does not allow external data to be replicated into Dataverse. The solution has to support real-time data access and Copilot grounding without storing or replicating any external data in Dataverse. You need to provide that access without replication or storage.
Which two actions should you perform? Each correct answer presents part of the solution.
- A. Implement Dataverse virtual tables.
- B. Configure Copilot prompts.
- C. Use workspace-only data providers.
- D. Configure Copilot connectors.
Correct Answer: A,D 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
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