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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configure work distribution and routing | 13% | - Configure workstreams and queues
|
| Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
| Configure agents and AI capabilities | 13% | - Implement AI-powered self-service agents
|
| Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
| Implement channels and engagement experiences | 33% | - Configure contact center environments
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
For this question, refer to the Fabrikam, Inc. case study. You need to implement programmatic control of voice interactions to enable interactions with back-office CSRs.
Which capability should you use?
- A. Sensitivity labels, which govern data protection rather than call control.
- B. The Voice SDK/Calling APIs within Dynamics 365 Contact Center, which allow programmatic control of voice interactions, including routing calls to back-office CSRs.
- C. Knowledge article authoring tools, which support case resolution content, not call control.
- D. Pre-chat survey configuration, which applies only to chat, not voice.
Correct Answer: B 🗳️
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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: Use pre-chat survey responses combined with session variables to infer user identity.
Does the solution meet the goal?
- A. Yes
- B. No
Correct Answer: B 🗳️
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Supervisors at a company must be able to perform the following:
- View and manage live conversations before taking action.
- Reallocate conversations between customer service representatives.
You need to configure the supervisor settings to meet the requirements.
Which actions should you perform? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
Topic 2, Fabrikam, Inc.
Overview
Case studies are not timed separately from other exam sections. You can use as much exam time as you would like to complete each case study. However, there might be additional case studies or other exam sections. Manage your time to ensure that you can complete all the exam sections in the time provided. Pay attention to the Exam Progress at the top of the screen so you have sufficient time to complete any exam sections that follow this case study.
To answer the case study questions, you will need to reference information that is provided in the case. Case studies and associated questions might contain exhibits or other resources that provide more information about the scenario described in the case. Information provided in an individual question does not apply to the other questions in the case study.
A Review Screen will appear at the end of this case study. From the Review Screen, you can review and change your answers before you move to the next exam section. After you leave this case study, you will NOT be able to return to it.
To start the case study.
To display the first question in this case study, select the "Next" button. To the left of the question, a menu provides links to information such as business requirements, the existing environment, and problem statements. Please read through all this information before answering any questions. When you are ready to answer a question, select the "Question" button to return to the question.
Background
Fabrikam, Inc. is a mid-sized global company that provides outsourced customer support services for retail and telecommunications clients. The company operates multiple regional contact centers. Fabrikam, Inc. is transitioning to a unified cloud-based platform by implementing Microsoft Dynamics 365 Contact Center.
The goal is to improve customer satisfaction, reduce average handling time, and increase workforce productivity while enabling AI-assisted customer interactions.
Fabrikam, Inc. has an established Microsoft ecosystem, including Microsoft Azure and Microsoft Power Platform. The company requires that all implementations follow best practices for scalability, maintainability, and governance, while aligning with internal governance and security standards.
Current environment
Contact Center infrastructure
* Fabrikam, Inc. currently uses an outdated on-premises telephony system that does NOT integrate with modern CRM systems.
* The company is migrating to Dynamics 365 Contact Center to support voice-based interactions.
* Azure resources are centrally managed by the IT team.
* Azure Application Insights is provisioned but not yet connected to any contact center workload.
* Microsoft Entra ID is used for identity and access management.
Application lifecycle management (ALM)
* The company maintains separate development, test, and production environments in Microsoft Dataverse.
* Solutions are deployed as managed or unmanaged depending on the environment.
* Configuration data must be moved between environments without manual recreation.
* The IT team requires repeatable and governed deployment processes.
Users and roles
* Customer service representatives (CSRs) handle inbound customer calls.
* Supervisors monitor performance and manage workforce scheduling.
* Administrators configure and maintain the system.
* Roles are defined for CSRs, supervisors, and administrators, but permissions are not consistently enforced.
* Access must be restricted based on user responsibilities to enforce least privilege.
Business Requirements
Voice channel
* Customers must be able to contact customer support through an inbound voice channel.
* Incoming calls must be routed to available CSRs based on predefined criteria.
* Customer input must be collected through an automated interaction before routing.
* Some inquiries must be resolved without involving a human representative.
* When escalation is required, CSRs must receive relevant information collected earlier in the interaction.
Workforce management (WFM)
* Supervisors must define shifts and assign schedules for CSRs.
* CSRs must receive interactions during their scheduled shifts only.
* Some shifts must allow for times that do NOT accept phone calls.
* WFM capabilities must be enabled within the contact center solution.
AI and automation
* The solution must support AI-driven capabilities to handle frequently asked customer questions.
* The system must support generative AI for natural, conversational interactions.
* When an issue cannot be resolved automatically, escalation paths must be defined.
Routing and work assignment
* Customer interactions must be managed through a structured process to ensure consistent handling.
* Information collected during the voice agent interactions must be available to CSRs.
* CSRs must be assigned to handle interactions based on their expertise.
Analytics and monitoring
* The company must monitor conversation performance and identify and troubleshoot issues affecting customer experience.
* The solution must provide detailed diagnostic information to support troubleshooting across the interaction lifecycle.
* Supervisors must be able to analyze interaction quality and identify trends and bottlenecks.
Technical Requirements
Voice channel configuration
* Dynamics 365 Contact Center must be used to support voice-based customer interactions.
* The solution must support inbound calling through configured phone numbers.
* Voice interactions must be routed in a way that follows best practices for scalability and consistent performance.
IVR and voice agents
* IVR flows must support both naturally spoken input and keypad input.
* Voice agents must be configured by using Copilot Studio.
* AI agents must be able to retrieve customer data from backend systems when needed.
Security and access
* Access must be restricted based on user responsibilities and follow the principle of least privilege.
* CSRs must access records relevant to only the interactions they handle.
* Supervisors must have visibility into CSR performance and schedules.
* Administrators must have full access to configure and manage the solution.
ALM and deployment
* Production deployments must use managed solutions.
* Configuration data must be moved between environments by using supported tools and without manual recreation.
* Deployment processes should be automated to ensure consistency and reliability.
Issues
* The current system lacks integration between voice interactions and CRM systems.
* CSRs receive calls outside of their scheduled shifts.
* Fabrikam, Inc. has no consistent process for deploying configurations across environments.
* AI capabilities are underused, resulting in increased interaction volumes.
* Some customers interact from a noisy environment, which makes it difficult for CSRs and agents to serve them efficiently.
* Supervisors lack visibility into detailed conversation diagnostics.
* Access permissions are not consistently aligned with user responsibilities, causing access inconsistencies.
A company uses security roles to ensure that its customer service representatives (CSRs) have access only to the features and data required to perform their duties.
However, default roles currently grant excessive permissions to CSRs.
The company requires that access be limited as follows:
- Reduce permissions to just the features and data that are required for each CSR role.
- Allow non-administrators to assign roles to CSRs without full system access.
You need to configure the minimal security access for each requirement.
Which action should you perform first for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each action 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:
A company plans to use quality evaluation for CSR performance, needing automatic evaluation of conversations based on predefined conditions, plus measurable scoring for evaluating CSRs through the Quality Evaluation Agent. You need to configure the evaluation process.
What should you configure for the automatic, condition-based evaluation?
- A. A knowledge article review cycle, unrelated to CSR conversation quality evaluation.
- B. A manual spot-check process performed by a supervisor on a random handful of calls each week.
- C. A static training checklist with no scoring mechanism.
- D. Evaluation criteria and rules within the Quality Evaluation Agent that trigger automatically against conversations meeting predefined conditions, producing a measurable score for each CSR.
Correct Answer: D 🗳️
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