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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| 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
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
Hotspot Question
A company uses persistent chat and messaging channels in a contact center.
The company requires tighter conversation lifecycle control to keep queues clean and customer service representative workloads current.
The company has the following requirements:
- Conversations that remain in a waiting status without customer
engagement must automatically close after a defined period.
- Chat conversations that move to wrap-up must automatically close
after a business-defined custom time limit.
You need to configure the channels 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:
Explanation:
Box 1: Configure auto-close after inactivity in the workstream
To automatically close inactive conversations and keep your queues clean in a Dynamics 365 Contact Center environment, you need to configure Timeout rules within the workspace workstreams. This feature evaluates customer inactivity and shifts conversations from an open or waiting state directly to closed, freeing up your representative's capacity.
Configuration Steps:
1. In your contact center admin center, open the specific workstream you want to configure.
2. Locate the Work distribution area within the workstream settings.
3. Select See more to expand the hidden or additional distribution properties.
4. Locate the Auto-close after inactivity setting and choose or enter the desired time period (e.g.,
5 minutes). Once a conversation remains in a Waiting state without activity past this threshold, it will automatically move to the Closed state.
Box 2: Configure channel state by using the web API
To automatically close chat conversations that have moved into the wrap-up state after a business-defined custom time limit, you must configure channel state by using the web API.
In Dynamics 365 Contact Center / Customer Service, the default time for automatically closing a live chat in the Wrap-up state is 15 minutes. This duration is managed globally by the msdyn_autocloseliveworkitemafter attribute found within the msdyn_occhannelstateconfigurations entity.
To override this default and establish a custom business time limit for the wrap-up state specifically, administrators must execute a PATCH request against this entity record using the Web API.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/auto-close-conversation-powerapps
A company synchronizes users from Microsoft Entra ID to the Dynamics 365 Contact Center environment.
Some users who have Microsoft Entra IDs cannot access Contact Center features.
You need to enable access for the users with the right permissions needed for Contact Center.
What should you do?
- A. Assign a security role directly to the user.
- B. Assign a security role to the user's team and restrict access using field-level security.
- C. Add the user to a team that has a security role assigned.
- D. Assign multiple security roles to ensure coverage of required privileges.
Correct Answer: C 🗳️
Explanation: Only visible for DumpStillValid members. You can sign-up / login (it's free).
Drag and Drop Question
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:
Explanation:
Box 1: Consumption-based billing
Copilot-generated responses and advanced AI actions in Dynamics 365 Contact Center are billed via a consumption-based model using Copilot Credits through Microsoft Copilot Studio.
Box 2: Per-user billing
The billing method for Customer Service Representative (CSR) platform access in Microsoft Dynamics 365 Contact Center is structured as a subscription-based, named per-user licensing model.
Each representative accessing the platform requires their own dedicated, monthly user subscription license (USL). Microsoft does not utilize concurrent seat or shared user licensing for this platform.
Box 3: Consumption-based billing
The billing method for call recording and telephony minutes in Dynamics 365 Contact Center is consumption-based billing (utilizing a pay-as-you-go model via underlying Azure Communication Services or direct operator usage).
Box 4: Included entitlement
The billing method for included IVR minutes per user in Dynamics 365 Contact Center is an included entitlement.
Entitlement pool: Each user license for Dynamics 365 Contact Center Voice (or the combined Digital + Voice bundle) comes with an allocation of 2,000 Intelligent Voicebot (IVR) minutes per user per month.
Tenant pooling: These minutes accrue and are pooled together at the tenant level based on the total number of user licenses purchased.
Consumption rule: Calls handled by the conversational IVR bot draw from this collective tenant pool rather than triggering separate consumption-based line-item bills until the included capacity is exceeded.
Reference:
https://www.microsoft.com/en-us/dynamics-365/products/contact-center/pricing
A company runs outbound campaigns that have high call volume.
The campaigns require efficient use of customer service representatives (CSRs) as well as minimizing idle time.
The dialing method must ensure that calls are automatically initiated and connected only when CSRs are available.
You need to configure the appropriate dialing method.
What should you do?
- A. Enable outbound workstream throttling.
- B. Configure call recording.
- C. Use predictive dialing mode.
- D. Configure Copilot voice agent.
Correct Answer: C 🗳️
Explanation: Only visible for DumpStillValid members. You can sign-up / login (it's free).
Representatives frequently send the same multi-step response (apology, refund policy link, case closure note) and want to insert it with a single click instead of retyping it each time.
You need to recommend a productivity tool.
What should you configure?
- A. A notification template
- B. A capacity profile
- C. A macro
- D. A session template
Correct Answer: C 🗳️
Explanation: Only visible for DumpStillValid members. You can sign-up / login (it's free).
