PDF Version DemoMicrosoft AB-250 Exam Overview:
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Transforming Contact Center Experiences with AI in Dynamics 365 |
| Exam Number: | AB-250 |
| Certificate Validity Period: | 2 years |
| Real Exam Qty: | 50-60 |
| Exam Price: | $165 USD |
| Available Languages: | Japanese, English, Chinese (Simplified) |
| Exam Format: | Multiple choice, Performance-based, Drag and drop, Case studies |
| Exam Duration: | 120 minutes |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| Passing Score: | 700 |
| Recommended Training: | Microsoft Learn Learning Paths AB-250T00: Transform contact center experiences with AI in Dynamics 365 |
| Exam Registration: | Microsoft Learn Exam Registration Pearson VUE Scheduling |
| 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: Configure representative experience and productivity | 18% | - Configure supervisor capabilities
|
| Topic 2: Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Topic 3: Configure agents and AI capabilities | 13% | - Implement AI-powered self-service agents
|
| Topic 4: Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
| Topic 5: Configure work distribution and routing | 13% | - Configure workstreams and queues
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
Question #1
You need to meet the company's business requirements for analytics and monitoring.
Which features should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Question #2
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: Allow anonymous chat sessions.
Does the solution meet the goal?
A. Yes
B. No
Question #3
A company needs work to keep routing even when there is a routing problem on voice queues or when the voice queues hit capacity. You need to configure the workstream and queue to meet that requirement.
Which two items should you configure? Each correct answer presents part of the solution.
A. fallback queue
B. queue prioritization
C. assignment method
D. overflow condition
Question #4
You need to optimize voice interaction performance based on the voice agent configuration requirements.
Which features 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.
Question #5
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 transcription with storage retention policies.
B. Associate conversations with post-call survey automation.
C. Enable call recording for voice conversations.
D. Configure live sentiment analysis during calls.
E. Configure real-time translation for voice interactions.
Solutions:
| Question #1 Correct Answer: Only visible for members | Question #2 Correct Answer: B | Question #3 Correct Answer: A,D | Question #4 Correct Answer: Only visible for members | Question #5 Correct Answer: A,C |
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