Free Microsoft AB-250 Exam Questions

Question 1

A company runs its contact center on an external platform that controls call handling, queue assignment,and routing policies, and plans to introduce AI-assisted capabilities to support CSRs during interactions, whilekeeping the existing platform in control of how interactions are routed and transferred between agents. Youneed to add AI-assisted capabilities without changing how interactions are orchestrated.Which configuration achieves this?

A : Integrate Copilot for Service as an embedded assistance layer surfaced to CSRs, without replacing or altering the external platform's existing routing and transfer orchestration.

B : Migrate call handling and queue assignment entirely into Dynamics 365 Contact Center, replacing the external platform's orchestration.

C : Disable the external platform's routing policies and let Dynamics 365 take over all call transfers.

D : Rebuild the queue assignment logic inside Power Automate, bypassing the external platform entirely.

Answer: A

Question 2

Your contact center has deployed a voice channel in Dynamics 365 Contact Center with Copilot Studio voiceagents handling IVR interactions. You need to ensure that complex customer inquiries requiring humanjudgment are seamlessly transferred to live agents, and you want to preserve important contextualinformation during the handoff. You also want to ensure the solution supports international customer baseswith varying languages.Which two of the following configurations are essential to achieve this capability?

A : Configure SIP header transfers to maintain session context and customer data during agent handoff

B : Configure multilingual voice agents in Copilot Studio to detect and respond in the customer's preferred language

C : Configure DTMF-only IVR to ensure all customers navigate using numeric input before transfer

D : Configure compliant call recording in Copilot Studio to record all IVR interactions before any transfer occurs

E : Implement a non-Microsoft IVR system integration to replace the voice agent functionality entirely

Answer: A,B

Question 3

A company wants AI-driven optimization of its service workflows, where the system recommendsimprovements based on actual performance data. You need to configure transformation analysis.Which two actions should you perform? Each correct answer presents part of the solution.

A : Configure real-time Dynamics 365 Contact Center dashboards.

B : Use interaction data for analysis.

C : Enable the relevant admin agent.

D : Enable conversation diagnostics.

Answer: B,D

Question 4

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.Please review the explanation below to find the correct answer.Do you know the answer?

A : Yes, I know it.

B : No, I am not sure.

Answer: A

Question 5

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.Please review the explanation below to find the correct answer.Do you know the answer?

A : Yes, I know it.

B : No, I am not sure.

Answer: A