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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure agents and AI capabilities | 13% | - Manage autonomous service agents
|
| Topic 2: Manage analytics and continuous improvement | 13% | - Configure reporting and dashboards
|
| Topic 3: Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
| Topic 4: Implement channels and engagement experiences | 33% | - Configure omnichannel channels
|
| Topic 5: Configure work distribution and routing | 13% | - Implement workforce management
|
만일Microsoft AB-250인증시험을 첫 번째 시도에서 실패를 한다면 Microsoft AB-250덤프비용 전액을 환불 할 것입니다. 만일 고객이 우리 제품을 구입하고 첫 번째 시도에서 성공을 하지 못 한다면 모든 정보를 확인 한 후에 구매 금액 전체를 환불 할 것 입니다. 이러한 방법으로 저희는 고객에게 어떠한 손해도 주지 않을 것을 보장합니다.
질문 # 10
For this question, refer to the Fabrikam, Inc. case study. You need to implement programmatic control of voice interactions to enable interactions with back-office CSRs.
Which capability should you use?
정답：C
설명：
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
Programmatic voice interaction requires a calling control surface rather than a configuration feature intended for chat, knowledge, or information governance. Dynamics 365 Contact Center's voice architecture is built on communication capabilities that expose calling APIs and SDK functionality for establishing, controlling, transferring, and extending calls. These APIs support scenarios where application logic must influence the active voice interaction rather than relying entirely on manually initiated representative actions.
Microsoft's current communications architecture exposes Calling SDK and Call Automation capabilities for programmable calling scenarios. Dynamics 365 Contact Center also supports consultation and transfer between service representatives and supervisors as part of the voice channel, which is the operational pattern required when the frontline interaction must involve another employee or back-office specialist.
A pre-chat survey applies to digital chat data collection. Knowledge-authoring functions provide resolution content but cannot manipulate a live voice call. Sensitivity labels provide information-protection classification and likewise have no voice-control function.
Therefore, the calling/voice APIs are the only option that provides the required programmable interaction control.
Study Guide reference: Implement channels -> Provision and manage voice channels -> Extend voice interaction and calling capabilities by using supported APIs/SDKs.
질문 # 11
Drag and Drop Question
A company integrates an external workforce management system with Dynamics 365 Customer Service.
Routing must be based on customer service representatives' (CSRs) schedules from the external system.
CSRs must NOT receive work when they are unavailable based on those schedules.
You need to configure the routing behavior.
Which actions should you perform? 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.
정답：
설명：
Explanation:
Box 1: Enable shift-based routing
To base routing on external workforce management (WFM) schedules, you must configure shift- based routing and opt in each representative by setting the msdyn_generatecalendarfromshift column to True for the corresponding bookableresource entry.
Configuration Steps
Enable Workforce Management: Ensure Workforce Management for Customer Service is enabled or a non-Microsoft/WFM adapter is configured to import representative schedules into Dynamics 365.
Opt-in Representatives: Set the msdyn_generatecalendarfromshift column to True on the bookableresource record for every agent included in shift-based routing.
Configure Unified Routing: Set up workstreams, advanced queues, and custom assignment methods in the Customer Service Admin Center to respect the imported shift calendars.
Box 2: Configure shift activity types
You should set up shift activity types, but they are only one component of a complete solution. To ensure that Customer Service Representatives (CSRs) do not receive work when they are unavailable, you must configure shift-based routing alongside your external Workforce Management (WFM) integration.
Configure Shift Activity Types:Define specific non-work activities (such as Breaks, Lunch, and Training) within your shift templates. When these activities are active, the system recognizes that the agent is unavailable for routing.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-routing-on-agent-calendar
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/service/dynamics365-contact-center/create-manage-shift-plans-effective-staffing-service-coverage
질문 # 12
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.
정답：D,E
설명：
To implement a phased rollout of autonomous agents like the Customer Intent Agent within Dynamics 365 Contact Center, you use the built-in Rollout manager.
Here is exactly how the process functions to achieve a staged deployment:
[A]
Rollout Plans: You navigate to Agent hub via the Copilot Service admin center. From there, you can build phased rollout plans to manage adoption gradually across your organization.
[E]
Lines of Business (LOB): To segment the deployment and avoid a global release, you partition the agent's scope using Lines of Business. This enables you to target the AI agent's intent discovery features to specific departments, case conditions, or operational units first, rather than applying them to all workloads simultaneously.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/create-rollout-plans
질문 # 13
Drag and Drop Question
A company plans to use quality evaluation for customer service representative (CSR) performance.
The company requires the following:
- Automatic evaluation of conversations based on predefined conditions
- Measurable scoring for evaluating CSRs by the Quality Evaluation
Agent
You need to configure the evaluation process.
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.
정답：
설명：
Explanation:
Box 1: Configure evaluation plans
To automatically evaluate customer service representative (CSR) performance based on predefined conditions in Dynamics 365 Contact Center, you must configure an Evaluation Plan tied to the Quality Evaluation Agent (QEA). This framework uses AI to autonomously trigger, review, and score conversations against your specific business benchmarks without human intervention.
Box 2: Define evaluation criteria
To configure measurable scoring for evaluating customer service representatives (CSRs) using the Quality Evaluation Agent in Dynamics 365 Contact Center, you must set up the core Evaluation Framework components. This system moves past manual spot-checking by utilizing specific scoring rules, question formats, and mathematical weightings.
Step 1: Enable the Global Scoring Metric
When initializing the agent, you must definitively lock in the baseline evaluation numerical system:
1. Navigate to the Copilot Service Admin Center and select Quality Management.
2. Click Manage next to the Quality Evaluation Agent
*-> 3. Under the global settings, look for the Evaluation criteria score toggle.
4. Turn this setting On to establish a numeric scoring scale from 0 to 100.
5. Under the Conversations record type, ensure the box is checked to target contact center interactions. You can optionally set a specific score threshold (e.g., 80) to instantly flag underperforming "bad" evaluations for human supervisors.
Reference:
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave2/service/dynamics365-contact-center/configure-quality-evaluation-quality-evaluation-agent)
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave2/service/dynamics365-contact-center/configure-quality-evaluation-quality-evaluation-agent
질문 # 14
You are configuring inbound and outbound calling behavior for voice interactions.
Inbound calls must follow the appropriate handling configuration. Outbound calls must display the specified caller ID when a customer service representative (CSR) places the call.
You need to perform the necessary task for each requirement.
What task should you perform to meet each requirement? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
정답：
설명：
질문 # 15
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꿈을 안고 사는 인생이 멋진 인생입니다. 고객님의 최근의 꿈은 승진이나 연봉인상이 아닐가 싶습니다. Microsoft인증 AB-250시험은 IT인증시험중 가장 인기있는 국제승인 자격증을 취득하는데서의 필수시험과목입니다.그만큼 시험문제가 어려워 시험도전할 용기가 없다구요? 이제 이런 걱정은 버리셔도 됩니다. KoreaDumps의 Microsoft인증 AB-250덤프는Microsoft인증 AB-250시험에 대비한 공부자료로서 시험적중율 100%입니다.
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