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Microsoft AB-250 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Measure and improve customer experience analytics | - Use insights to improve service quality - Analyze contact center performance metrics |
| Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Knowledge and case management with AI | - Implement case routing and automation rules - Configure knowledge base for agent assistance |
| Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
| Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
You are configuring inbound and outbound calling behavior for voice interactions.
Inbound calls must follow the appropriate handling configuration. Outbound calls must display the specified caller ID when a customer service representative (CSR) places the call.
You need to perform the necessary task for each requirement.
What task should you perform to meet each requirement? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
A company uses intent-based routing for customer chat conversations.
The company must be able to:
- Route billing-related conversations to specialists who handle billing intents.
- Ensure routing stays within the correct part of the company.
You need to configure intent-based routing.
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:
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 knowledge search filters for CSR views.
- B. Enable Dataverse relevance search for knowledge articles.
- C. Configure searchable columns in the knowledge article table.
- D. Enable knowledge article versioning.
Correct Answer: B,C 🗳️
Explanation: Only visible for TestInsides members. You can sign-up / login (it's free).
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. No
- B. Yes
Correct Answer: A 🗳️
Explanation: Only visible for TestInsides members. You can sign-up / login (it's free).
A company configures a chat workstream and queue, needing to capture a customer's region and restrict routing to a select group of CSRs. You need to configure the workstream and queue to meet these requirements.
What should you configure?
- A. A capacity profile with no region-capture mechanism and no CSR restriction.
- B. A pre-chat survey field to capture the customer's region, combined with a queue membership restricted to the selected group of CSRs so only they receive the routed work.
- C. A knowledge article filter, which affects search results, not chat routing or queue membership.
- D. An outbound caller ID profile, which applies to outbound voice calls, not inbound chat routing.
Correct Answer: B 🗳️
Explanation: Only visible for TestInsides members. You can sign-up / login (it's free).
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