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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: Manage analytics and continuous improvement | 13% | - Implement governance and compliance
|
| Topic 3: Configure representative experience and productivity | 18% | - Enable productivity tools
|
| Topic 4: Configure work distribution and routing | 13% | - Design routing strategies
|
| Topic 5: Configure agents and AI capabilities | 13% | - Manage autonomous service agents
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
You are configuring multiple phone numbers for a company's regional support, where inbound calls must be routed appropriately and outbound calls must display the specified caller ID. You need to configure the phone numbers to meet these requirements.
What should you do?
- A. Leave inbound routing unconfigured and rely on CSRs to manually determine which region a call belongs to.
- B. Assign each phone number an inbound routing configuration tied to the correct regional queue, and assign each number an outbound profile that defines the caller ID presented when a CSR places an outbound call from that number.
- C. Assign all regions to a single shared phone number with no distinction in routing or caller ID.
- D. Configure outbound caller ID at the CSR's personal profile level only, with no association to the phone numbers themselves.
Correct Answer: B 🗳️
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A company uses Dynamics 365 Contact Center to handle customer requests through multiple queues, and customer service representatives (CSRs) are only staffed during specific hours of the day. Requests submitted outside those staffed hours still land in queues and get assigned once CSRs become available, causing delays and a poor customer experience. You need to make sure queues only process work during defined service periods.
What should you configure?
- A. Dynamics 365 Customer Service calendar.
- B. CSR working hours.
- C. Queue operating hours.
- D. Channel operating hours.
Correct Answer: C 🗳️
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A company sets up shifts for its customer service representatives (CSRs), and CSRs must not receive work while on break. You need to stop conversations from being delivered to CSRs during those periods.
Which two actions should you perform? Each correct answer presents part of the solution.
- A. Set activity status as unavailable.
- B. Disable queue prioritization.
- C. Configure capacity profiles for CSRs.
- D. Define activity types for shifts.
- E. Set staffing targets for forecast periods.
Correct Answer: A,D 🗳️
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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. Assign CSRs before configuring voice agent interactions.
- D. Configure voice agent interactions before defining routing logic.
Correct Answer: D 🗳️
You need to design voice interactions that resolve the caller interaction issues.
Which input method should you configure? To answer, move the appropriate features to the correct requirements. You may use each feature 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:
Viewing page 1 out of 24 pages.
Viewing questions 1-5 out of 119 questions.
