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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage analytics and continuous improvement | 13% | - Configure reporting and dashboards
|
| Implement channels and engagement experiences | 33% | - Configure omnichannel channels
|
| Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
| 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:
A retail company runs outbound proactive campaigns to remind customers about abandoned carts. Compliance requires that calls only use predictive dialing when representative availability is high, and fall back to progressive dialing during low-staffing periods.
You need to configure this behavior.
What should you do?
- A. Disable outbound dialing and use SMS only.
- B. Configure call recording to control dialing pace.
- C. Configure dialing methods per workstream/campaign schedule to switch between predictive and progressive modes based on staffing.
- D. Set a single fixed dialing method for the campaign for its entire duration.
Correct Answer: C 🗳️
Hotspot Question
A company uses persistent chat and messaging channels in a contact center.
The company requires tighter conversation lifecycle control to keep queues clean and customer service representative workloads current.
The company has the following requirements:
- Conversations that remain in a waiting status without customer
engagement must automatically close after a defined period.
- Chat conversations that move to wrap-up must automatically close
after a business-defined custom time limit.
You need to configure the channels to meet the requirements.
Which action should you perform for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Box 1: Configure auto-close after inactivity in the workstream
To automatically close inactive conversations and keep your queues clean in a Dynamics 365 Contact Center environment, you need to configure Timeout rules within the workspace workstreams. This feature evaluates customer inactivity and shifts conversations from an open or waiting state directly to closed, freeing up your representative's capacity.
Configuration Steps:
1. In your contact center admin center, open the specific workstream you want to configure.
2. Locate the Work distribution area within the workstream settings.
3. Select See more to expand the hidden or additional distribution properties.
4. Locate the Auto-close after inactivity setting and choose or enter the desired time period (e.g.,
5 minutes). Once a conversation remains in a Waiting state without activity past this threshold, it will automatically move to the Closed state.
Box 2: Configure channel state by using the web API
To automatically close chat conversations that have moved into the wrap-up state after a business-defined custom time limit, you must configure channel state by using the web API.
In Dynamics 365 Contact Center / Customer Service, the default time for automatically closing a live chat in the Wrap-up state is 15 minutes. This duration is managed globally by the msdyn_autocloseliveworkitemafter attribute found within the msdyn_occhannelstateconfigurations entity.
To override this default and establish a custom business time limit for the wrap-up state specifically, administrators must execute a PATCH request against this entity record using the Web API.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/auto-close-conversation-powerapps
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. voice channel with outbound calling enabled
- B. inbound profile with transfer to external phone numbers enabled
- C. personal phone number for making outbound calls
- D. capacity profile associated with an outbound profile
- E. routing rule for outbound calls
Correct Answer: D 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
Hotspot Question
A company deploys Copilot in Dynamics 365 Customer Service to assist customer service representatives (CSRs) during customer interactions.
CSRs report that Copilot responses sometimes include inappropriate or unverified information.
The company must ensure that responses are based only on curated internal content and that irrelevant results are minimized.
You need to configure Copilot to meet the requirements.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Box 1: Copilot custom instructions
Apply Custom Instructions
In the Copilot help pane settings, add Custom Instructions (e.g., "If the internal knowledge base does not contain a clear answer, advise the representative to escalate instead of guessing.").
This controls the fallback behavior and tone to stop hallucinations.
Box 2: Copilot Studio knowledge settings
Copilot Studio knowledge settings should be used to resolve this issue, specifically by adjusting the Content Moderation Level.
To minimize irrelevant results and filter out inappropriate or unverified information, you should utilize the governing settings across both Microsoft Copilot Studio and Dynamics 365 Customer Service.
Reference:
https://www.talan.com/americas/en/resources/blogs/using-copilot-microsoft-dynamics-365-customer-service
https://blog.sysfore.com/microsoft-copilot-studio-faqs
Hotspot Question
A company requires a select group of customer service representatives to use an internal tool while working on customer interactions without leaving the workspace.
The tool must be available within the productivity pane.
You need to configure tool availability.
How should you perform the configurations? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Box 1: Add a new Pane tool configuration
A new Pane tool configuration must be added.
Create the Tool Configuration: In the Copilot Service admin center, navigate to Productivity under Support experience, select Manage for Productivity tools, and click New. Provide the required details (such as Type, Custom Page Name, or Control Name) on the New Pane tool configuration form.
Box 2: Associate the tool with an experience profile
To ensure the internal tool is only available to your select group of customer service representatives, you must create a custom Agent Experience Profile, add the specific productivity tool to that profile, and assign the profile directly to those select users. Because the out-of-the- box profiles cannot be edited or restricted this way, a custom profile acts as the security and configuration boundary.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-agent-experience-profile
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