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Exam overview and study plan

AB-250 Practice Questions

Transforming Contact Center Experiences with AI in Dynamics 365

Read questions, check verified answers and discuss the reasoning. Use reading options to shape your revision, or switch to the simulator for timed practice.

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Question 1

A company deploys Copilot in Dynamics 365 Customer Service to assist customer service representatives (CSRs) during customer interactions.

CSRs report that Copilot responses sometimes include inappropriate or unverified information.

The company must ensure that responses are based only on curated internal content and that irrelevant results are minimized.

You need to configure Copilot to meet the requirements.

What should you configure for each requirement? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.
RequirementConfiguration
Limit responses to curated internal content.
Reduce the likelihood of irrelevant responses.

Question 2

A company uses voice agents to capture customer responses.

The system must store user input and reuse it later in the interaction.

You need to configure the solution.

How should you configure the solution? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.
RequirementConfiguration
Store user input during interaction.
Reuse stored input later.

Question 3

A company is designing an IVR solution.

The solution must enable the system to:

 

  • Process natural language requests that are NOT predefined.
  • Route calls by using predefined menu options.

You need to configure orchestration methods for the system.

How should you configure the orchestration methods? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.
RequirementOrchestration method
Handle requests that are NOT predefined.
Handle predefined requests.

Question 4

A company is configuring Copilot in Dynamics 365 Customer Service to assist customer service representatives (CSRs) with real-time responses in the sidecar pane. The company has NOT approved Copilot Studio use yet.

The company configures multiple data sources for Copilot to answer questions and generate draft emails and chats.

Copilot must generate responses by using only supported knowledge sources that are enabled in Copilot Service admin center without enabling knowledge sources from Copilot Studio.

You need to configure the knowledge sources that Copilot can use.

What are two knowledge sources you can configure for Copilot to use? Each correct answer presents a complete solution. Choose two.

NOTE: Each correct selection is worth one point.

Select an answer above, then submit your vote. Reading or practicing does not cast a vote.

Question 5

A company uses Dynamics 365 Customer Service.

Customer service representatives (CSRs) use scripts to guide conversations.

The company requires the following for scripts for new conversations:

  • Display customer data automatically within script instructions.
  • Ensure CSRs follow a predetermined script sequence.

You need to configure the script behavior 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.
RequirementAction
Display customer data automatically.
Follow a predetermined script sequence.

Question 6

A company uses Dynamics 365 Customer Service. The company has a custom table to track internal issues. Customer service representatives (CSRs) track cases separately.

CSRs must be able to resolve issues faster and consistently.

You need to ensure that knowledge articles are available during issue resolution.

What should you do first?

Select an answer above, then submit your vote. Reading or practicing does not cast a vote.