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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Topic 2: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Topic 3: Implement Channels | 30-35% | - Configure customer engagement channels
|
| Topic 4: Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Topic 5: Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
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.
Correct Answer:
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.
Correct Answer: A,B 🗳️
A company uses persistent chat and messaging channels in a contact center.
The company requires tighter conversation lifecycle control to keep queues clean and customer service representative workloads current.
The company has the following requirements:
* Conversations that remain in a waiting status without customer engagement must automatically close after a defined period.
* Chat conversations that move to wrap-up must automatically close after a business-defined custom time limit.
You need to configure the channels to meet the requirements.
Which action should you perform for each requirement? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
A company uses Dynamics 365 Contact Center to handle customer requests through multiple queues, and customer service representatives (CSRs) are only staffed during specific hours of the day. Requests submitted outside those staffed hours still land in queues and get assigned once CSRs become available, causing delays and a poor customer experience. You need to make sure queues only process work during defined service periods.
What should you configure?
- A. CSR working hours.
- B. Dynamics 365 Customer Service calendar.
- C. Queue operating hours.
- D. Channel operating hours.
Correct Answer: C 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
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. Define the title and message shown for incoming conversations.
- B. Define rules for assigning work items to CSRs.
- C. Configure how sessions are arranged in the workspace.
- D. Configure how work items are prioritized in queues.
Correct Answer: A 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
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