Free Microsoft AB-250 Practice Test & Real Exam Questions
A queue is receiving more chats than available representatives can handle during a flash sale.
The company wants excess conversations to route to a secondary queue rather than sit indefinitely.
You need to configure this behavior.
What should you configure on the queue?
The company wants excess conversations to route to a secondary queue rather than sit indefinitely.
You need to configure this behavior.
What should you configure on the queue?
Correct Answer: A
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A company must ensure that work continues to be routed when there is a challenge in routing for voice queues or the voice queues reach capacity.
You need to configure the workstream and queue to meet the requirement.
Which two items should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
You need to configure the workstream and queue to meet the requirement.
Which two items should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Correct Answer: A,C
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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.
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: A,B
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Drag and Drop Question
A company wants to optimize how customer service representatives (CSRs) view work items in the inbox.
CSRs must be able to view only high-priority cases in one view. A second view must NOT be visible to CSRs until a later rollout.
You need to configure the custom inbox view to meet the requirements.
Which action should you perform for each requirement? 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.
A company wants to optimize how customer service representatives (CSRs) view work items in the inbox.
CSRs must be able to view only high-priority cases in one view. A second view must NOT be visible to CSRs until a later rollout.
You need to configure the custom inbox view to meet the requirements.
Which action should you perform for each requirement? 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: Configure advanced settings and add conditions
To best filter cases by priority in the Dynamics 365 Contact Center / Copilot Service workspace inbox, an administrator must create or modify a custom inbox view within the Agent Experience Profile and apply an advanced filter condition.
0. Access Experience Profiles: Open the Copilot Service admin center or Customer Service admin center.
1. Navigate to Workspaces: Go to Support experience > Workspaces
2. Select the Agent Profile: Under Experience profiles, select Manage and open the specific profile assigned to your CSRs.
3. Edit Inbox Settings: Locate the Inbox option, ensure the toggle is turned on, and select Edit next to the view configuration
4. Configure a Custom View: Select Create a view (or edit an existing one) and enter a name (e.g., High-Priority Cases
5. Set Record Type: Choose Case as the target Record Type.
*-> 6. Apply the Advanced Filter: Use the view's advanced criteria builder to define the condition:
Priority equals High (or your designated critical value
7. Save and Publish: Enable the visibility toggle for representatives and save your changes so the view populates directly in the CSR inbox workspace.
Box 2: Configure simple settings and change visibility to Hide.
To prevent the custom inbox view from appearing to customer service representatives (CSRs) until rollout, you must set the Representative visibility option to Hide within the configuration settings of the Agent Experience Profile.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-inbox
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?
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?
Correct Answer: A
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Drag and Drop Question
A company supports multiple communication channels. Customer service representatives (CSRs) handle multiple work items concurrently based on configured workload limits.
The company must be able to control how CSRs handle workload across channels.
The solution must:
- Limit how much work a CSR can handle at the same time.
- Prevent CSRs from receiving new work items until their conversations
are closed.
You need to configure workload management for the CSRs.
How should you configure the workloads? To answer, move the appropriate configurations to the correct requirements. You may use each configuration once, more than once, or not at all. You may need to move the split bat between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
A company supports multiple communication channels. Customer service representatives (CSRs) handle multiple work items concurrently based on configured workload limits.
The company must be able to control how CSRs handle workload across channels.
The solution must:
- Limit how much work a CSR can handle at the same time.
- Prevent CSRs from receiving new work items until their conversations
are closed.
You need to configure workload management for the CSRs.
How should you configure the workloads? To answer, move the appropriate configurations to the correct requirements. You may use each configuration once, more than once, or not at all. You may need to move the split bat between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Box 1: Assign a capacity profile to the CSR
To limit how much work a customer service representative (CSR) can handle at the same time in a Dynamics 365 Contact Center environment, you should use Capacity Profiles.
Capacity Profiles provide the precise mechanism needed to control concurrent workloads across multiple communication channels:
Define Workload Quantities: You can create custom profiles that specify the exact amount of work, concurrent capacity limits, or daily limits for various types of interactions.
Cross-Channel Control: Administrators can configure profiles to block the assignment of new work items on certain digital channels when a CSR is busy handling a high-priority channel, such as an active phone call.
Multiple Profile Assignment: You can assign multiple different capacity profiles to an individual user, giving the system the flexibility to balance complex multi-channel workloads natively Box 2: Block capacity for wrap up in the workstream To meet this requirement, you should configure the Block capacity for wrap up setting to Always block within the work distribution settings of the relevant workstream.
Configuration Details
Where to set it: Navigate to the Workstreams area within the admin center, select the appropriate channel's workstream, and go to the Work distribution section.
How it works:
By default, when a CSR or customer ends an active interaction, the conversation transitions into an intermediate Wrap-up state (allowing the agent to write notes or log outcomes).
Setting this option to Always block ensures that the agent's configured capacity continues to be fully consumed throughout the wrap-up period.
The system will not route any new work items to the CSR until they (or the system's auto-close scheduler) explicitly change the conversation's state to Closed, freeing up their capacity.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/capacity-profiles
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-workstreams
A company uses Dynamics 365 Contact Center to support its customer service representatives (CSRs) in handling multiple customer interactions. CSRs work with several entities and forms during each interaction.
CSRs must have the required data available when a new session starts.
You need to configure the Copilot Service workspace.
Which template type should you configure?
CSRs must have the required data available when a new session starts.
You need to configure the Copilot Service workspace.
Which template type should you configure?
Correct Answer: D
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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?
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: A
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A company wants billing questions to automatically route to representatives skilled in billing, and technical questions to route to technical specialists, based on what the customer actually says rather than a menu choice.
You need to recommend a routing configuration.
What should you use?
You need to recommend a routing configuration.
What should you use?
Correct Answer: D
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