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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure agents and AI capabilities | 13% | - Manage autonomous service agents
|
| Topic 2: Implement channels and engagement experiences | 33% | - Configure contact center environments
|
| Topic 3: Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
| Topic 4: Configure representative experience and productivity | 18% | - Configure supervisor capabilities
|
| Topic 5: Configure work distribution and routing | 13% | - Design routing strategies
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.
A company runs a custom portal and needs secure customer identity validation before any chat can begin. You need to make sure authentication is secure.
Solution: Use pre-chat survey responses combined with session variables to infer user identity.
Does the solution meet the goal?
- A. Yes
- B. No
Correct Answer: B 🗳️
Explanation: Only visible for Dumpexams members. You can sign-up / login (it's free).
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:
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.
A company runs a custom portal and needs secure customer identity validation before any chat can begin. You need to make sure authentication is secure.
Solution: Allow anonymous chat sessions.
Does the solution meet the goal?
- A. Yes
- B. No
Correct Answer: B 🗳️
Explanation: Only visible for Dumpexams members. You can sign-up / login (it's free).
You need to configure inbound voice functionality and ensure that calls are routed to the appropriate CSR based on predefined criteria.
How should you perform the configurations? To answer, select the appropriate components in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
You need to configure the Dynamics 365 Contact Center solution based on the data protection and compliance requirements.
Which configurations should you apply? To answer, move the appropriate configurations to the correct contexts. 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.
Correct Answer:
Viewing page 1 out of 24 pages.
Viewing questions 1-5 out of 119 questions.
