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Microsoft AB-250 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Monitor and Optimize Contact Center Operations- Operational excellence
  • 1. Agent productivity improvement
  • 2. Customer engagement optimization
  • 3. Supervisor oversight
  • 4. Performance monitoring
Topic 2: Deploy Dynamics 365 Contact Center15-20%- Deploy contact center environments
  • 1. Integrate third-party CCaaS solutions
  • 2. Connect data sources
  • 3. Configure embedded and standalone deployments
  • 4. Configure channels and foundational settings
Topic 3: Configure Agents and AI Capabilities10-15%- Enable AI-assisted experiences
  • 1. AI-enhanced customer experiences
  • 2. Microsoft Copilot capabilities
  • 3. Agent assistance features
  • 4. Autonomous service agents
Topic 4: Configure Users, Security, and Work Distribution- Manage operational settings
  • 1. Queue management
  • 2. Work distribution
  • 3. Routing strategies
  • 4. User configuration
  • 5. Security roles and permissions
Topic 5: Implement Channels30-35%- Configure customer engagement channels
  • 1. Voice channels
  • 2. Channel configuration and management
  • 3. Customer communication experiences
  • 4. Digital channels

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Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions (Q85-Q90):

NEW QUESTION # 85
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.

Answer: B,E

Explanation:
You need to view and analyze the following built-in reporting assets:
[E]
The Proactive Outbound / Proactive Engagement Dashboards: These give you comprehensive visibility into campaign success metrics. You can track KPIs such as delivery status, result, dialing modes, connect rate percentages, live person deliveries, and abandoned conversations.
[D]
The Real-Time Proactive Engagement Report: This provides an in-flight, live view of active outbound activity, allowing you to monitor ongoing pacing, engagement workloads, and immediate campaign progress as it happens.
Reference:
https://github.com/MicrosoftDocs/dynamics-365-contact-center/blob/main/contact-center/use/proactive-engagement-dashboard.md
https://learn.microsoft.com/en-us/dynamics365/customer-service/use/intro-realtime-analytics-dashboard


NEW QUESTION # 86
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 runs a custom portal and needs secure customer identity validation before any chat can begin. You need to make sure authentication is secure.
Solution: Configure chat authentication by using Microsoft Entra ID.
Does the solution meet the goal?

Answer: A

Explanation:
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
For a custom portal, simply configuring Microsoft Entra ID as the portal identity provider does not by itself complete Dynamics 365 authenticated-chat integration. Contact Center must receive and validate an authentication token as part of the chat initialization flow.
Microsoft's documented custom-portal architecture requires a public/private key pair, a public-key endpoint, a server-side service that creates an RS256-signed JWT, and a JavaScript token-provider function. The authentication settings record in Contact Center references the public-key URL and client function, and the chat widget receives the signed JWT when the authenticated conversation starts.
Microsoft Entra ID can certainly participate in authenticating the portal user, but the scenario asks whether configuring Entra ID alone satisfies the Contact Center chat-authentication requirement. It does not. The authenticated identity must still be translated into the token flow understood and validated by the Dynamics 365 live-chat service.
This differs from Power Pages scenarios, where portions of the authentication integration are provided by the portal infrastructure. The question explicitly states that the organization operates a custom portal, making the token-based custom implementation relevant.
The supplied source also identifies B.
Study Guide reference: Implement channels -> Configure custom-portal authenticated chat and authentication-token integration.


NEW QUESTION # 87
You need to configure inbound voice functionality and ensure that calls are routed to the appropriate CSR based on predefined criteria.
How should you perform the configurations? To answer, select the appropriate components in the answer area. NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 88
Supervisors report that some conversations are taking unusually long to route, and they need to understand exactly which rule, classification step, or condition is causing the delay for a specific conversation.
You need to recommend a troubleshooting approach.
What should you do?

Answer: A

Explanation:
Conversation diagnostics provides a step-by-step trace of how a specific conversation was classified and routed - including which rules, skills, and queues were evaluated - enabling targeted troubleshooting instead of broad, disruptive changes like rebuilding routing or blanket capacity increases.


NEW QUESTION # 89
A company uses a non-Microsoft IVR platform for inbound voice today and wants to keep that IVR while still routing qualified calls into Dynamics 365 Contact Center for representative handling and analytics.
You need to recommend an approach.
What should you do?

Answer: B

Explanation:
Dynamics 365 Contact Center voice channel supports integrating third-party/non-Microsoft IVR systems so that existing IVR investments can hand off calls into Contact Center for representative routing, recording, and analytics, rather than requiring an immediate full migration to Copilot Studio voice agents.


NEW QUESTION # 90
......

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