Microsoft AB-250 : Transforming Contact Center Experiences with AI in Dynamics 365

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Microsoft AB-250 Exam Syllabus Topics:

Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:

Question #1
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. Enable knowledge article versioning.
B. Configure searchable columns in the knowledge article table.
C. Configure knowledge search filters for CSR views.
D. Enable Dataverse relevance search for knowledge articles.

Question #2
A company needs its supervisors to be able to access analytics dashboards. You need to configure supervisor access.
Which two approaches could achieve this goal? Each correct answer presents a complete solution.

A. Assign the supervisor role.
B. Enable analytics data refresh schedules.
C. Assign security roles that include analytics privileges.
D. Assign workspace roles for report consumption.
E. Configure supervisor monitoring permissions.

Question #3
For this question, refer to the Fabrikam, Inc. case study. You need to design AI-driven interactions that meet the AI and automation business requirements, specifically supporting generative, conversational interactions for handling frequently asked customer questions.
What should you configure?

A. A fixed decision-tree IVR menu with no generative capability, requiring customers to navigate rigid touch-tone options.
B. A Copilot Studio generative answers feature grounded in the company's knowledge sources, enabling natural, conversational handling of frequently asked questions.
C. A manual FAQ document emailed to customers upon request, with no real-time conversational capability.
D. A static greeting message played at the start of every call, with no further interaction capability.

Question #4
For this question, refer to the Fabrikam, Inc. case study. You need to design AI-driven interactions based on the voice channel business requirements, specifically resolving simple inquiries without a human representative while still giving CSRs the context collected earlier when escalation is required.
What should you configure?

A. A scheduled report that summarizes call volume after the fact, with no real-time interaction capability.
B. A Copilot Studio voice agent that resolves common inquiries automatically and passes collected interaction context to the CSR whenever escalation occurs.
C. A static FAQ page linked from the company website, with no connection to the live voice channel. B.A manual callback queue with no automated resolution capability.

Question #5
A company needs to monitor campaign success and CSR performance during proactive engagement campaigns. You need to configure the monitoring capabilities to meet these requirements.
Which two approaches could achieve this goal? Each correct answer presents a complete solution.

A. Configure conversation diagnostics.
B. Customize outbound dashboard metrics.
C. Configure real-time outbound analytics.
D. Configure historical outbound analytics.
E. Modify workstream settings.

Solutions: