Microsoft AB-250 : Transforming Contact Center Experiences with AI in Dynamics 365

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Microsoft AB-250 Exam Syllabus Topics:

Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:

Question #1
A company deploys a chat widget on its support website.
Visitors remain idle on product pages and leave without contacting support.
You need to set up the system so the company can engage customers automatically.
What are two actions you can perform? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Enable agent scripts for proactive engagement scenarios.
B. Configure pre-chat survey fields to capture engagement intent.
C. Develop proactive chat triggers based on visitor behavior conditions.
D. Enable proactive chat on the chat channel.

Question #2
Supervisors report that some conversations are taking unusually long to route, and they need to understand exactly which rule, classification step, or condition is causing the delay for a specific conversation.
You need to recommend a troubleshooting approach.
What should you do?

A. Use conversation diagnostics for unified routing.
B. Increase capacity profiles for all representatives.
C. Disable work classification rules.
D. Rebuild the entire routing configuration from scratch.

Question #3
A company uses Dynamics 365 Contact Center to handle customer requests through multiple queues. Customer service representatives (CSRs) are staffed during specific periods of the day only.
Requests submitted outside staffed periods are still being placed into queues and assigned when CSRs become available. This leads to delays and poor customer experience.
You need to ensure that queues process work during defined service periods only.
What should you configure?

A. Queue operating hours
B. Channel operating hours
C. Dynamics 365 Customer Service calendar
D. CSR working hours

Question #4
Drag and Drop Question
Customer service representatives require the following consistent session behavior when opening work items:
- Primary application that opens in a session
- How the conversation interface behaves at session start
You need to configure the session templates to meet the requirement.
Which configuration should you use for each requirement? To answer, move the appropriate configurations to the correct requirements. You may use each configuration 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.

Question #5
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. Use preview dialing mode.
B. Configure call recording.
C. Use Copilot dialing mode.
D. Configure Copilot voice agent.

Solutions: