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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
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. Configure skill-based routing for escalation representatives.
- C. Assign a higher priority to the escalation queue.
- D. Configure overflow rules with escalation as fallback.
- E. Configure queue prioritization across queues.
Correct Answer: C,E 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
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 real-time dashboards
- B. Configure historical analytics datasets
- C. Configure SLA tracking metrics
- D. Enable supervisor actions
Correct Answer: A,B 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
Customer service representatives (CSRs) at a company use a chat channel in Dynamics 365 Customer Service.
The company wants to improve how incoming chats are handled as follows:
* Email addresses must be captured for customer verification before engaging the customer.
* The reason for the contact must be captured before the chat starts and must be used for routing.
You need to configure the chat channel 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 TestValid 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 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.
- B. An outbound caller ID profile, which applies to outbound voice calls, not inbound chat routing.
- C. A knowledge article filter, which affects search results, not chat routing or queue membership.
- D. A capacity profile with no region-capture mechanism and no CSR restriction.
Correct Answer: A 🗳️
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