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
You need to configure inbound voice functionality and ensure that calls are routed to the appropriate CSR based on predefined criteria.
How should you perform the configurations? To answer, select the appropriate components in the answer area. NOTE: Each correct selection is worth one point.

Question #2
A company uses Dynamics 365 Contact Center to handle incoming interactions, and CSRs report that when a new work item arrives, they cannot tell the type or context of the request until after they've already accepted it. CSRs need to see key details about work items before accepting them, so they can decide how to handle each interaction. You need to configure how work items appear to CSRs.
What should you do?

A. Configure how sessions are arranged in the workspace.
B. Select which data elements are displayed for incoming conversations.
C. Define how CSR availability is updated during interactions.
D. Adjust the personal notification preferences.

Question #3
You need to configure proactive outbound engagement.
How should you complete the configuration? To answer, select the appropriate action in the answer area. NOTE: Each correct selection is worth one point.

Question #4
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. 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.
B. Leave inbound routing unconfigured and rely on CSRs to manually determine which region a call belongs to.
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.

Question #5
A company uses Dynamics 365 Contact Center, and customer service representatives (CSRs) across different departments experience inconsistent session behavior while using the system. The company wants consistent session behavior across all CSRs. You need to standardize behavior across departments.
What should you assign?

A. session template
B. experience profile
C. application tab template
D. capacity profile

Solutions: