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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement channels and engagement experiences | 33% | - Configure contact center environments
|
| Topic 2: Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
| Topic 3: Configure agents and AI capabilities | 13% | - Implement AI-powered self-service agents
|
| Topic 4: Configure work distribution and routing | 13% | - Configure workstreams and queues
|
| Topic 5: Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
A company runs multiple queues to handle customer requests, and escalation work items need to be handled ahead of standard requests no matter when they arrive. Right now escalation work gets delayed because items are processed by arrival time instead of business priority. You need to make sure escalation work is processed first.
Which two actions should you perform? Each correct answer presents part of the solution.
- A. Configure longest idle assignment.
- B. Assign a higher priority to the escalation queue.
- C. Configure overflow rules with escalation as fallback.
- D. Configure queue prioritization across queues.
- E. Configure skill-based routing for escalation representatives.
Correct Answer: B,D 🗳️
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A company integrates an external workforce management system with Dynamics 365 Customer Service, and routing must follow CSRs' schedules from that external system, with CSRs never receiving work while unavailable according to those schedules. You need to configure the routing behavior.
What should you do?
- A. Grant every CSR the Administrator role so they can manually mark themselves available or unavailable at will.
- B. Ignore the external system and manage CSR availability manually inside Dynamics 365 only.
- C. Disable routing entirely during any period the external schedule marks as unavailable, blocking all queue activity company-wide.
- D. Sync the external workforce management schedule into Dynamics 365 Customer Service presence/availability, and configure routing to check that synced availability before assigning any work item to a CSR.
Correct Answer: D 🗳️
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You need to provide a solution for supervisors to monitor operations based on the technical requirements.
Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
- A. Configure historical analytics datasets
- B. Configure real-time dashboards
- C. Enable supervisor actions
- D. Configure SLA tracking metrics
Correct Answer: A,B 🗳️
A company uses Dynamics 365 Customer Service to manage knowledge articles.
The company deploys a customer self-service portal.
Customers report that they cannot find any knowledge articles in the portal. Customer service representatives can access articles internally.
Customers must be able to access knowledge articles.
The solution must:
- Ensure knowledge articles are visible in the portal.
- Ensure only approved and published content is exposed.
- Avoid exposing draft or internal-only articles.
You need to ensure that knowledge articles are available in the portal according to the requirements.
Which two actions should you perform? Each correct answer presents part of the solution.
- A. Configure knowledge article visibility to allow access for external users
- B. Enable knowledge article versioning and archive unpublished versions
- C. Publish approved knowledge articles for portal use
- D. Configure portal search indexing for knowledge articles and rebuild the index
- E. Enable federated search for external knowledge sources in the portal
Correct Answer: A,C 🗳️
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You need to design a voice agent that satisfies the voice channel and IVR technical requirements.
What should you do?
- A. Configure routing rules before configuring voice agent interactions.
- B. Configure queue assignment before enabling call entry.
- C. Configure voice agent interactions before defining routing logic.
- D. Assign CSRs before configuring voice agent interactions.
Correct Answer: C 🗳️
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Joyce -
Thanks for your considerate technicals, i asked for help for several times. And i passed the AB-250 exam this morning, i guess you will feel happy for my success as well.