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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Topic 2: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Topic 3: Implement Channels | 30-35% | - Configure customer engagement channels
|
| Topic 4: Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Topic 5: Monitor and Optimize Contact Center Operations | - Operational excellence
|
Jpshikenを通してMicrosoft AB-250試験に合格することがやすくて、Microsoft AB-250試験をはじめて受ける方はJpshikenの商品を選んで無料なサンプル（例年の試験問題集と解析）をダウンロードしてから、楽に試験の現場の雰囲気を体験することができます。オンラインにいろいろなMicrosoft AB-250試験集があるですけれども、弊社の商品は一番高品質で低価額で、試験の問題が絶えず切れない更新でテストの内容ともっとも真実と近づいてお客様の合格が保証いたします。それほかに、弊社の商品を選んで、勉強の時間も長くではありません。できるだけ早くMicrosoft AB-250認定試験「Transforming Contact Center Experiences with AI in Dynamics 365」を通ろう。
質問 # 49
A company plans to roll out a global voice channel for Dynamics 365 Contact Center, and the solution has to work with the carriers and phone numbers already in place, along with the Session Border Controllers (SBCs) already deployed at each office location. You need to design the voice architecture to satisfy these requirements.
What should you do?
正解：C
解説：
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Direct Routing is specifically intended for organizations that need to retain their existing carriers, PSTN numbers, and Session Border Controller infrastructure while connecting telephony to Dynamics 365 Contact Center. Microsoft documents Azure Communication Services direct routing as the bring-your-own-carrier model for Contact Center. The existing SBC is connected to Azure Communication Services, allowing the organization to preserve established carrier relationships and phone-number assets.
This directly matches every architectural condition in the question. Microsoft Calling Plans would require Microsoft-managed telephony rather than retaining the existing carrier architecture. Acquiring new Microsoft numbers similarly fails the requirement to continue using existing phone numbers. Operator Connect provides carrier integration through participating operators, but it is not the appropriate design when the organization specifically intends to reuse its existing SBC infrastructure.
Microsoft also states that Azure direct routing is supported using certified SBCs and enables organizations to bring their existing carrier into the Dynamics 365 voice environment.
The supplied AB-250 material identifies Direct Routing as the expected architecture.
Study Guide reference: Implement channels -> Provision and manage the voice channel -> Configure Direct Routing and bring-your-own-carrier architecture.
質問 # 50
A company wants its analytics reports to include additional insights, with the reports carrying additional data, custom calculations, and enhanced visuals. You need to extend the reports.
What should you do?
正解：A、B、C
解説：
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
The requirement spans three different report-extension layers: presentation, calculations, and data modeling. Customizing report visuals addresses the presentation layer by allowing analysts to add or modify charts, tables, layouts, pivots, filters, and report pages. Microsoft supports this directly through the embedded Power BI editor and customized Power BI reports.
Calculated columns or measures provide organization-specific calculations that are not already present in the supplied analytics model. Microsoft supports extending a local Power BI model and writing DAX logic for custom metrics while retaining the standard Contact Center measures.
For scenarios requiring additional tables, relationships, fields, or external information, the Power BI data model itself must be extended. Microsoft's data-model customization capability provisions customizable report/model assets in a customer Microsoft Fabric workspace and supports combining Dynamics 365 analytics with additional organizational data.
Automatic page refresh solves a different requirement: data freshness for compatible real-time reports. It does not add new insight, new fields, custom calculations, or enhanced visualization logic.
Study Guide reference: Manage analytics for Dynamics 365 Contact Center -> Extend analytics through report customization and Power BI data-model customization.
質問 # 51
Case Study 1 - Fabrikam, Inc
Background
Fabrikam, Inc. is a mid-sized global company that provides outsourced customer support services for retail and telecommunications clients. The company operates multiple regional contact centers. Fabrikam, Inc. is transitioning to a unified cloud-based platform by implementing Microsoft Dynamics 365 Contact Center.
The goal is to improve customer satisfaction, reduce average handling time, and increase workforce productivity while enabling AI-assisted customer interactions.
Fabrikam, Inc. has an established Microsoft ecosystem, including Microsoft Azure and Microsoft Power Platform. The company requires that all implementations follow best practices for scalability, maintainability, and governance, while aligning with internal governance and security standards.
Current environment
Contact Center infrastructure
- Fabrikam, Inc. currently uses an outdated on-premises telephony system that does NOT integrate with modern CRM systems.
- The company is migrating to Dynamics 365 Contact Center to support voice-based interactions.
- Azure resources are centrally managed by the IT team.
- Azure Application Insights is provisioned but not yet connected to any contact center workload.
- Microsoft Entra ID is used for identity and access management.
Application lifecycle management (ALM)
- The company maintains separate development, test, and production environments in Microsoft Dataverse.
- Solutions are deployed as managed or unmanaged depending on the environment.
- Configuration data must be moved between environments without manual recreation.
- The IT team requires repeatable and governed deployment processes.
Users and roles
- Customer service representatives (CSRs) handle inbound customer calls.
- Supervisors monitor performance and manage workforce scheduling.
- Administrators configure and maintain the system.
- Roles are defined for CSRs, supervisors, and administrators, but permissions are not consistently enforced.
- Access must be restricted based on user responsibilities to enforce least privilege.
Business requirements
Voice channel
- Customers must be able to contact customer support through an inbound voice channel.
- Incoming calls must be routed to available CSRs based on predefined criteria.
- Customer input must be collected through an automated interaction before routing.
- Some inquiries must be resolved without involving a human representative.
- When escalation is required, CSRs must receive relevant information collected earlier in the interaction.
Workforce management (WFM)
- Supervisors must define shifts and assign schedules for CSRs.
- CSRs must receive interactions during their scheduled shifts only.
- Some shifts must allow for times that do NOT accept phone calls.
- WFM capabilities must be enabled within the contact center solution.
AI and automation
- The solution must support AI-driven capabilities to handle frequently asked customer questions.
- The system must support generative AI for natural, conversational interactions.
- When an issue cannot be resolved automatically, escalation paths must be defined.
Routing and work assignment
- Customer interactions must be managed through a structured process to ensure consistent handling.
- Information collected during the voice agent interactions must be available to CSRs.
- CSRs must be assigned to handle interactions based on their expertise.
Analytics and monitoring
- The company must monitor conversation performance and identify and troubleshoot issues affecting customer experience.
- The solution must provide detailed diagnostic information to support troubleshooting across the interaction lifecycle.
- Supervisors must be able to analyze interaction quality and identify trends and bottlenecks.
Technical requirements
Voice channel configuration
- Dynamics 365 Contact Center must be used to support voice-based customer interactions.
- The solution must support inbound calling through configured phone numbers.
- Voice interactions must be routed in a way that follows best practices for scalability and consistent performance.
IVR and voice agents
- IVR flows must support both naturally spoken input and keypad input.
- Voice agents must be configured by using Copilot Studio.
- AI agents must be able to retrieve customer data from backend systems when needed.
Security and access
- Access must be restricted based on user responsibilities and follow the principle of least privilege.
- CSRs must access records relevant to only the interactions they handle.
- Supervisors must have visibility into CSR performance and schedules.
- Administrators must have full access to configure and manage the solution.
ALM and deployment
- Production deployments must use managed solutions.
- Configuration data must be moved between environments by using supported tools and without manual recreation.
- Deployment processes should be automated to ensure consistency and reliability.
Issues
- The current system lacks integration between voice interactions and CRM systems.
- CSRs receive calls outside of their scheduled shifts.
- Fabrikam, Inc. has no consistent process for deploying configurations across environments.
- AI capabilities are underused, resulting in increased interaction volumes.
- Some customers interact from a noisy environment, which makes it difficult for CSRs and agents to serve them efficiently.
- Supervisors lack visibility into detailed conversation diagnostics.
- Access permissions are not consistently aligned with user responsibilities, causing access inconsistencies.
Drag and Drop Question
You need to ensure that CSRs receive calls during their scheduled working hours only.
How should you perform the configurations? 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.
正解：
解説：
Explanation:
Box 1: Enable shift-based routing that uses activity types
To prevent call assignment outside of defined working schedules in Dynamics 365 Contact Center, you should enable shift-based routing that uses activity types.
Shift Activity Types control availability: Under this model, the unified routing engine references specific shift activity types tied to a customer service representative's (CSR) schedule.
Assignable vs. Non-Assignable Statuses: Activities within a shift plan are explicitly categorized as either Assignable (e.g., standard phone support) or Non-Assignable (e.g., breaks, lunch, or training).
If a CSR is outside their scheduled shift or on a designated non-assignable activity block, the routing engine recognizes this in real time and automatically prevents new work items or voice calls from being routed to them.
Box 2: Configure the CSR calendar for channel-based availability
Configure the CSR calendar for channel-based availability aligns with setting up agent calendar/schedules in unified routing.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-routing-on-agent-calendar
質問 # 52
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.
正解：
解説：
質問 # 53
You are configuring multiple phone numbers for a company's regional support, where inbound calls must be routed appropriately and outbound calls must display the specified caller ID. You need to configure the phone numbers to meet these requirements.
What should you do?
正解：D
解説：
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Regional voice architecture requires the inbound and outbound behaviors associated with each telephone number to be configured explicitly. Inbound voice configuration determines how calls entering a number are processed and routed to the appropriate workstream and queue. This permits separate regional numbers to direct callers into the correct operational queue rather than forcing representatives to manually determine the caller's destination.
Outbound profiles provide the corresponding outbound identity and calling configuration. Microsoft documents that an outbound profile includes a phone number, queue, capacity configuration, and a Caller ID number. The caller-ID value determines which number is presented when a representative places an outbound call using that profile.
This supports consistent regional presentation: for example, calls handled by a UK regional queue can originate using the approved UK caller ID while another region can use its own configured outbound identity.
A single shared number removes the required regional distinction. Caller ID is not simply an arbitrary CSR-personal setting; it is governed by the outbound calling profile. Leaving inbound routing undefined would also prevent deterministic regional call distribution.
Study Guide reference: Implement channels -> Provision and manage the voice channel -> Manage phone numbers; configure inbound and outbound calling profiles.
質問 # 54
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AB-250試験の教材は、激しい競争で際立つのに役立ちます。 AB-250試験問題を使用した後、AB-250認定に合格する可能性が高くなります。これにより、ソフトパワーが大幅に向上し、体力が向上します。 AB-250トレーニングガイドはあなたに何かをもたらすことができます。私たちのAB-250学習ブレーンダンプを使用した後、あなたは確かにあなた自身の経験を持つでしょう。ここで、選択する価値のある製品がAB-250の実際の試験である理由を見てみましょう。
AB-250試験解答: https://www.jpshiken.com/AB-250_shiken.html