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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
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 is in the first phase of the Contact Center rollout. The company does NOT plan to include agentic capabilities.
The company must reduce manual steps for customer service representatives (CSRs) during case handling.
The company requires that case fields automatically update while a CSR works on a case. In addition, CSRs must be able to perform multiple steps from a single trigger.
You need to configure automation.
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:
A company is evaluating cost drivers for a Dynamics 365 Contact Center deployment that has the following license types:
* Dynamics 365 Contact Center (Digital + Voice)
* Dynamics 365 Contact Center Voice
The company must be able to associate platform costs for the following with their billing models:
* Copilot-generated responses
* Customer service representative (CSR) platform access
* Call recording and telephony minutes
* Included IVR minutes per user
You need to identify the billing method for each cost component.
Which billing method should you select for each component? To answer, move the appropriate billing methods to the correct Contact Center feature. You may use each billing method 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:
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 ensure that CSRs can receive calls and view customer data in the first phase of the project.
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:
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