The second form is Transforming Contact Center Experiences with AI in Dynamics 365 (AB-250) web-based practice test. It can be attempted through online browsing, and you can prepare via the internet. The AB-250 web-based practice test can be taken from Firefox, Microsoft Edge, Google Chrome, and Safari. You don't need to install or use any plugins or software to take the AB-250 web-based practice exam. Furthermore, you can take this online mock test via any operating system.
| Section | Weight | Objectives |
|---|---|---|
| Configure agents and AI capabilities | 13% | - Manage autonomous service agents
|
| Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Configure work distribution and routing | 13% | - Design routing strategies
|
| Configure representative experience and productivity | 18% | - Configure supervisor capabilities
|
| Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
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NEW QUESTION # 109
A company runs outbound campaigns that have high call volume.
The campaigns require efficient use of customer service representatives (CSRs) as well as minimizing idle time.
The dialing method must ensure that calls are automatically initiated and connected only when CSRs are available.
You need to configure the appropriate dialing method.
What should you do?
Answer: C
Explanation:
The best action to take is to use predictive dialing mode.
In Dynamics 365 Contact Center, the predictive dial mode is explicitly designed for high-volume outbound campaigns. It uses a dynamic AI algorithm to pace and automatically initiate outbound calls based on forecasted availability. By considering factors such as representative availability, customer pick-up statistics, and call abandonment rates, it ensures that calls are initiated ahead of time so a live customer connects right as a customer service representative (CSR) becomes available. This maximizes agent utilization and minimizes idle time.
Reference:
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2026/02/03/proactive-voice-engagements-dynamics-365-contact-center
NEW QUESTION # 110
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.
Answer:
Explanation:
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
NEW QUESTION # 111
Legal requires that all voice conversations be recorded, transcribed, and made searchable, and that non-English calls be understandable to English-speaking supervisors reviewing them later.
You need to configure the voice channel to meet these requirements.
What should you configure? (Choose two.)
Answer: B,D
Explanation:
Call recording and transcription satisfies the requirement to record and make conversations searchable. Real-time translation allows conversations in other languages to be rendered in a language supervisors and representatives understand. Custom presences control representative availability states, and quick replies are canned text responses - neither addresses recording or translation requirements.
NEW QUESTION # 112
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: Pass a signed token from an external identity provider during chat initialization.
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:
Authenticated chat for a custom portal is based on token validation. Microsoft documents that a custom website must generate a JSON Web Token (JWT) representing the authenticated customer and supply that token when the chat is initialized. The Dynamics 365 chat service validates the token against the configured public key and uses the token claims to establish the authenticated customer context.
For custom portals, Microsoft requires the organization to create an RSA public/private key pair, expose a public-key endpoint, generate and sign the JWT with the private key, and provide a JavaScript function that returns the token to the live-chat widget. The setAuthTokenProvider mechanism registers that token provider before startChat initiates the session. The token can also contain contextual values used for routing or representative context.
This approach provides cryptographic identity validation rather than relying on untrusted browser input. The identity provider establishes authentication, signs the security token, and Contact Center validates the signature before treating the customer as authenticated.
The uploaded AB-250 source also records A for this scenario.
Study Guide reference: Implement channels -> Configure authenticated chat -> Configure authentication settings and token-based authentication for custom portals.
NEW QUESTION # 113
A company uses separate development and production environments for Dynamics 365 Contact Center. The development environment includes updated communication channels and modified routing behavior for assigning work items to customer service representatives (CSRs).
After recent updates, production does NOT reflect the expected behavior. New interaction entry points are unavailable. Work items are NOT being assigned according to the updated logic.
The company requires a solution that ensures:
- Interaction entry points behave consistently between environments.
- Work assignment behavior reflects the latest configuration changes.
You need to manage how omnichannel configurations are applied across environments.
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.
Answer:
Explanation:
NEW QUESTION # 114
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