Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 - AB-250 Exam Questions
QUESTION NO: 1
Drag and Drop Question
A company uses Workforce management forecasting.
The company requires forecast staffing based on historical interaction data.
You need to configure a forecast scenario.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Drag and Drop Question
A company uses Workforce management forecasting.
The company requires forecast staffing based on historical interaction data.
You need to configure a forecast scenario.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Correct Answer:
Explanation:
Step 1: Create a forecast scenario
You first initialize the scenario configuration and apply your parameters (such as the specific historical channels, date ranges, and granularity).
Step 2: Set forecast parameters
Step 3: Run the forecast
You must execute (run) the calculation engine before you can look at and analyze the final staffing predictions.
Step 4: Review forecast results
Incorrect:
Validation Skip: Select comparison data for scenario validation is typically a part of adjusting advanced validation settings or comparing manual tweaks, but it is not one of the four core sequential steps required to generate and complete a standard historical baseline forecast run.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/use/workforce-management-forecast-scenarios
QUESTION NO: 2
A company runs outbound campaigns that have high call volume.
The campaigns require efficient use of customer service representatives (CSRs) as well as minimizing idle time.
The dialing method must ensure that calls are automatically initiated and connected only when CSRs are available.
You need to configure the appropriate dialing method.
What should you do?
A company runs outbound campaigns that have high call volume.
The campaigns require efficient use of customer service representatives (CSRs) as well as minimizing idle time.
The dialing method must ensure that calls are automatically initiated and connected only when CSRs are available.
You need to configure the appropriate dialing method.
What should you do?
Correct Answer: B
Explanation: Only visible for Pass4Test members. You can sign-up / login (it's free).
QUESTION NO: 3
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 has a custom portal.
The company requires secure customer identity validation before a chat begins.
You need to ensure secure authentication.
Solution: Configure chat authentication by using Microsoft Entra ID.
Does the solution meet the goal?
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 has a custom portal.
The company requires secure customer identity validation before a chat begins.
You need to ensure secure authentication.
Solution: Configure chat authentication by using Microsoft Entra ID.
Does the solution meet the goal?
Correct Answer: B
Explanation: Only visible for Pass4Test members. You can sign-up / login (it's free).
QUESTION NO: 4
A company is designing AI-powered self-service capabilities through voice agents for a contact center.
The solution must:
- Minimize AI consumption costs.
- Optimize automation coverage.
- Maintain consistent handling of repetitive and unpredictable customer requests.
You need to design the AI capability 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 company is designing AI-powered self-service capabilities through voice agents for a contact center.
The solution must:
- Minimize AI consumption costs.
- Optimize automation coverage.
- Maintain consistent handling of repetitive and unpredictable customer requests.
You need to design the AI capability 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.
Correct Answer: A,E
Explanation: Only visible for Pass4Test members. You can sign-up / login (it's free).
QUESTION NO: 5
A retail company runs outbound proactive campaigns to remind customers about abandoned carts. Compliance requires that calls only use predictive dialing when representative availability is high, and fall back to progressive dialing during low-staffing periods.
You need to configure this behavior.
What should you do?
A retail company runs outbound proactive campaigns to remind customers about abandoned carts. Compliance requires that calls only use predictive dialing when representative availability is high, and fall back to progressive dialing during low-staffing periods.
You need to configure this behavior.
What should you do?
Correct Answer: C
Explanation: Only visible for Pass4Test members. You can sign-up / login (it's free).
QUESTION NO: 6
Drag and Drop Question
You are configuring multiple phone numbers for a company for its regional support.
Inbound calls must be routed appropriately. Outbound calls must display the specified caller ID.
You need to configure the phone numbers to meet the requirements.
Which actions should you perform? To answer, move the appropriate actions to the correct requirements. You may use each action 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.
Drag and Drop Question
You are configuring multiple phone numbers for a company for its regional support.
Inbound calls must be routed appropriately. Outbound calls must display the specified caller ID.
You need to configure the phone numbers to meet the requirements.
Which actions should you perform? To answer, move the appropriate actions to the correct requirements. You may use each action 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.
Correct Answer:
Explanation:
Box 1: Assign the phone number to the workstream
To ensure inbound calls are routed in the correct manner within a Dynamics 365 Contact Center environment, you must Assign the phone number to the workstream.
Dynamics 365 Contact Center (and Omnichannel for Customer Service), the workstream acts as the container that defines how conversations-including inbound voice calls-are routed to the correct queues and agents. When a customer dials a specific regional support number, the system uses the number's association with a workstream to initiate the routing rules.
Box 2: Associate the phone number with an outbound profile attached to the queue.
To ensure outbound calls display the specified regional caller ID in a Dynamics 365 Contact Center environment, you must associate the phone number with an outbound profile attached to the queue.
Outbound profiles define the caller ID, allowed calling regions, and settings used when representatives place outbound calls.
Queues must be linked to these outbound profiles so that the correct phone number/caller ID is assigned and presented to customers.
Reference:
https://docs.aws.amazon.com/connect/latest/adminguide/proficiency-routing.html
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-outbound-calling
QUESTION NO: 7
A company must be able to monitor campaign success and customer service representative performance during proactive engagement campaigns.
You need to configure the monitoring capabilities 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 company must be able to monitor campaign success and customer service representative performance during proactive engagement campaigns.
You need to configure the monitoring capabilities 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.
Correct Answer: B,E
Explanation: Only visible for Pass4Test members. You can sign-up / login (it's free).
