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

For this question, refer to the Fabrikam, Inc. case study. You need to ensure that required information is collected during interactions with the agent in Copilot Studio, in a way that satisfies the business requirements.
Which sequence of actions, performed in order, achieves this?

• A. First store session variables, then define entities, then add Question nodes, reversing the dependency order so variables exist before anything is captured.
• B. First disable all entity validation, then add Question nodes with no structured capture, then rely on free-text parsing after the fact.
• C. First define the required entities to capture in the topic, then add a Question node to prompt for each entity, then store the captured values in session variables for use later in the interaction.
• D. First publish the topic to production, then define the entities, then add the Question nodes afterward.

A company is setting up Copilot in Dynamics 365 Customer Service to help customer service representatives (CSRs) with real-time responses in the sidecar pane, though Copilot Studio use has not been approved yet. The company has configured multiple data sources for Copilot to draw on when answering questions and drafting emails and chats. Copilot must generate its responses using only supported knowledge sources enabled in the Copilot Service admin center, without turning on any knowledge sources from Copilot Studio. You need to configure which knowledge sources Copilot can use.
Which two knowledge sources can you configure for Copilot to use? Each correct answer presents a complete solution.

• A. Microsoft Dataverse knowledge articles.
• B. Microsoft SharePoint content connected as a knowledge source.
• C. Microsoft Dataverse tables mapped to fields.
• D. Copilot prompt templates.
• E. Trusted webpages configured as a knowledge source.

A company uses Dynamics 365 Customer Service, where CSRs use scripts to guide conversations, and new conversation scripts must display customer data automatically within script instructions while ensuring CSRs follow a predetermined script sequence. You need to configure the script behavior to meet these requirements.
What should you configure so customer data appears automatically in the script instructions?

• A. A static script with hardcoded placeholder text that never reflects actual customer data.
• B. Dynamic data tags within the agent script, bound to case/customer fields, so the script instructions automatically display live customer data, combined with branching steps that enforce the predetermined sequence.
• C. A capacity profile setting, which is unrelated to script content or sequence.
• D. A knowledge article link embedded in the script, which surfaces static reference content rather than dynamic customer data.

A company needs to monitor campaign success and CSR performance during proactive engagement campaigns. You need to configure the monitoring capabilities to meet these requirements.
Which two approaches could achieve this goal? Each correct answer presents a complete solution.

• A. Configure real-time outbound analytics.
• B. Configure historical outbound analytics.
• C. Modify workstream settings.
• D. Customize outbound dashboard metrics.
• E. Configure conversation diagnostics.

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