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Microsoft AB-250 Exam Overview:
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Transforming Contact Center Experiences with AI in Dynamics 365 |
| Exam Number: | AB-250 |
| Real Exam Qty: | 50-60 |
| Exam Price: | $165 USD |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| Exam Duration: | 120 minutes |
| Available Languages: | Chinese (Simplified), Japanese, English |
| Exam Format: | Multiple choice, Performance-based, Case studies, Drag and drop |
| Passing Score: | 700 |
| Certificate Validity Period: | 2 years |
| Recommended Training: | Microsoft Learn Learning Paths AB-250T00: Transform contact center experiences with AI in Dynamics 365 |
| Exam Registration: | Pearson VUE Scheduling Microsoft Learn Exam Registration |
| Sample Questions: | Microsoft AB-250 Sample Questions |
| Exam Way: | Online proctored or onsite testing center |
| Pre Condition: | No required prerequisites; recommended experience with Dynamics 365 Contact Center, CCaaS solutions, Power Platform, and AI concepts |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/resources/study-guides/ab-250 |
Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage analytics and continuous improvement | 13% | - Implement governance and compliance
|
| Topic 2: Configure work distribution and routing | 13% | - Implement workforce management
|
| Topic 3: Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Topic 4: Configure agents and AI capabilities | 13% | - Implement AI-powered self-service agents
|
| Topic 5: Configure representative experience and productivity | 18% | - Configure supervisor capabilities
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
A company uses Dynamics 365 Contact Center.
The company must collect diagnostic data to investigate conversation issues.
You need to configure and access diagnostics.
Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
- A. Configure Application Insights integration
- B. Use queries to analyze conversation-level diagnostic data
- C. Configure log-based queries to analyze system data
- D. Configure diagnostic sampling settings
Correct Answer: A,B 🗳️
Explanation: Only visible for SurePassExams members. You can sign-up / login (it's free).
A company has a quality management program for its contact center to ensure excellence for its customer experience.
The company must be able to review conversations and retain records for compliance in support of the program.
You need to configure the voice interactions to meet the requirements.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
- A. Enable call recording for voice conversations.
- B. Associate conversations with post-call survey automation.
- C. Enable transcription with storage retention policies.
- D. Configure live sentiment analysis during calls.
- E. Configure real-time translation for voice interactions.
Correct Answer: A,C 🗳️
Explanation: Only visible for SurePassExams members. You can sign-up / login (it's free).
A company has a quality management program for its contact center to ensure excellence for its customer experience.
The company must be able to review conversations and retain records for compliance in support of the program.
You need to configure the voice interactions to meet the requirements.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
- A. Enable call recording for voice conversations.
- B. Associate conversations with post-call survey automation.
- C. Enable transcription with storage retention policies.
- D. Configure live sentiment analysis during calls.
- E. Configure real-time translation for voice interactions.
Correct Answer: A,C 🗳️
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 static greeting message played at the start of every call, with no further interaction capability.
- C. A Copilot Studio generative answers feature grounded in the company's knowledge sources, enabling natural, conversational handling of frequently asked questions.
- D. A manual FAQ document emailed to customers upon request, with no real-time conversational capability.
Correct Answer: C 🗳️
A company uses Dynamics 365 Customer Service with Workforce management and shift-based routing enabled.
Customer service representatives (CSRs) at the company must receive work only during scheduled working hours. They must NOT receive work during breaks within a shift.
You need to configure routing eligibility.
How should you complete each configuration? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
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