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Microsoft AB-250 : Transforming Contact Center Experiences with AI in Dynamics 365
Exam Code: AB-250
Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
Updated: Oct 08, 2026
Q & A: 119 Questions and Answers
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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Implement Channels | 30-35% | - Configure customer engagement channels
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
Question #1
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.
Correct Answer:
Question #2
A company uses Dynamics 365 Customer Service, along with a custom table for tracking internal issues, and CSRs track cases separately. CSRs need to resolve issues faster and more consistently. You need to make sure knowledge articles are available during issue resolution.
What should you do first?
- A. Enable knowledge articles for the table.
- B. Enable knowledge search for the table.
- C. Configure knowledge article relationships for activities.
- D. Configure knowledge search providers for case resolution.
Correct Answer: A 🗳️
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Question #3
You need to design voice interactions that resolve the caller interaction issues.
Which input method should you configure? To answer, move the appropriate features to the correct requirements. You may use each feature 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:
Question #4
A company uses embedded analytics dashboards in Dynamics 365 Contact Center.
The company requires customized KPI behavior in analytics reports. The customizations must modify how KPIs are calculated and displayed in the report.
You need to customize the KPI behavior.
Which actions should you perform? 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 bar between panes or scroll to view content. NOTE: Each correct selection is worth one point.
Correct Answer:
Question #5
A company plans to introduce an autonomous AI agent that identifies customer intent to customer service representatives in phases.
The rollout must be controlled and support phased adoption based on business readiness. The rollout must NOT enable the agent for all workloads at the same time.
You need to implement the rollout.
What are two actions you can perform? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
- A. Create rollout plans with defined phases in Agent hub.
- B. Publish the app to all agents and track adoption metrics.
- C. Assign the rollout to a single wave and monitor the result.
- D. Rework routing rules between rollout phases.
- E. Segment the agent into staged deployments by using lines of business.
Correct Answer: A,E 🗳️
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