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| Section | Weight | Objectives |
|---|---|---|
| Test, deploy, and manage agents | 20–25% | - Deploy and manage agent lifecycle
|
| Build and extend agents in Copilot Studio | 40–45% | - Develop agent flows and logic
|
| Plan and configure agent solutions | 30–35% | - Configure agent foundations
|
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NEW QUESTION # 26
A team has deployed an agent in Copilot Studio and needs to evaluate whether the agent is meeting its intended goals before expanding usage to a broader audience.
The team must evaluate agent performance using a structured and repeatable approach that produces actionable insights.
You need to select and apply an appropriate evaluation method by performing the required actions in the correct order.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation:
1. Define success criteria and evaluation objectives; 2. Select evaluation methods and metrics aligned to the criteria; 3. Collect interaction data and evaluation signals; 4. Review results and identify improvement opportunities.
Comprehensive and Detailed Explanation From Microsoft AB-620 Study Guide: Evaluation starts with a definition of success because the business objective determines what should be measured. A policy agent might prioritize grounded accuracy and citations, while a transactional agent also needs tool-selection and completion measures. Once objectives and thresholds are defined, the team selects suitable methods and metrics, such as compare-meaning, exact match, keyword match, expected tool use, or a custom quality rubric. The test is then executed to collect responses, scores, resource usage, transcripts, and activity signals.
Only after evidence exists should reviewers interpret the results, isolate weak scenarios, and prioritize changes. Choosing metrics before defining success risks optimizing an irrelevant score; reviewing before collecting consistent evidence encourages anecdotal conclusions. Improvement should be iterative: change the knowledge source, instructions, tool metadata, or expected outcome one at a time and rerun the same set. This sequence produces an auditable link between business intent, measurement design, observed performance, and the remediation decision. Study Guide alignment: Test and manage agents > Evaluate agent performance
> Choose an evaluation method; Review test results.
NEW QUESTION # 27
Case Study 1 - Blue Yonder Airlines
Background
Blue Yonder Airlines is a global carrier headquartered in Los Angeles, California, operating domestic and international flights. The company serves millions of passengers annually through its website, mobile app, and call centers. To improve customer service efficiency and reduce call center volume, Blue Yonder is deploying an AI agent in Microsoft Copilot Studio.
The agent will handle customer inquiries across multiple channels - web chat, mobile app, and Microsoft Teams (for internal support staff). It will answer questions, retrieve data from enterprise systems, and escalate to human agents when needed.
The project is led by a cross-function team:
- Product manager: Defines requirements and success metrics.
- Lead agent author: Designs topics, intents, and generative behavior.
- Flow designers: Build agent flows and integrations.
- IT/security and compliance: Oversees identity, data protection, and Responsible AI (RAI) compliance.
Current environment
Channels
Public website: Embedded web chat
Mobile app: In-app chatbot
Microsoft Teams: Internal support agent access
Identity and access
Customers: Anonymous access for general inquiries (e.g., flight status, baggage policy).
Authentication is required for personal data access (e.g., bookings, loyalty points).
Internal staff: Authenticate via Microsoft Entra ID.
Data sources
Reservation and Ticketing System (internal): REST API, no prebuilt connector with custom enterprise database.
Flight Status and Weather APIs (external): REST APIs with API keys.
Customer Support Knowledge Base: SharePoint library with PDFs and policy documents.
Loyalty Program Data: Stored in Dynamics 365 and Dataverse.
Travel Advisory Content: Uses REST API with partner services.
Integration mechanisms
Custom connectors must be used for internal APIs that lack prebuilt connectors.
HTTP request nodes may be used for lightweight external APIs.
Knowledge sources must be used for unstructured content.
Agent flows must be used to encapsulate reusable logic (e.g., rebooking).
Business requirements
Omnichannel support
Deploy the agent across web, mobile, and Teams with a consistent user experience. The Teams deployment must also support internal staff.
Self-service capabilities
The agent must handle common inquiries such as:
- Flight status
- Booking and rebooking
- Loyalty program questions
- Travel policies and baggage rules
Human escalation
If the agent cannot resolve an issue or the user requests help, it must:
- Escalate to a human agent.
- Transfer the conversation transcript and relevant context.
- Redact any sensitive personal data before escalation.
Knowledge integration
The agent must use scalable methods for knowledge integration and must not rely on manually authored Q&A topics for each document.
Performance metrics
First-contact resolution: +25%
Tier-1 call deflection: ≥20%
Response time: 90% of queries answered within 30 seconds
Accuracy: ≥95% for known FAQs
CSAT: ≥85% for AI-handled interactions
Technical requirements
Platform constraints
No custom code is permitted; only Copilot Studio's built-in tools may be used.
All backend logic must be implemented using agent flows.
Markdown must be used for formatting (e.g., bold, bullet points); HTML is not supported.
Authentication
Sign-in is required for personal data access.
Anonymous access is allowed for general inquiries.
User identity must be used for data access; shared or builder credentials must not be used.
Compliance and security
Power Platform DLP policies must be enforced to block unauthorized data flows.
Responsible AI content moderation filters must be enabled.
Prompt modifications must be added to enforce tone, disclaimers, and refusal behavior.
Disclaimers must be applied consistently across all generative responses. Manual edits to individual topics must be avoided.
Monitoring and maintenance
All conversations and actions must be logged for auditing.
Weekly reviews of transcripts and metrics must be conducted.
Topics, flows, and knowledge sources must be updated as policies or systems evolve.
Issues and constraints
API rate limits: External APIs (e.g., flight status) have usage limits. Agent flows must handle retries and caching to avoid exceeding quotas.
Knowledge base limits: Copilot Studio has limits on the number and size of indexed documents.
Large files must be split or summarized.
Generative answer risks: Generative responses must be constrained to avoid policy violations.
Prompt modifications and filters must be used to enforce tone, safety, and compliance.
User input variability: Users phrase questions in diverse ways. Topics must include varied trigger phrases and fallback handling.
Authentication UX: The agent must clearly explain when sign-in is required and handle transitions smoothly across channels.
Problem statement
Blue Yonder Airlines must deploy a secure, scalable, and policy-compliant AI agent using Microsoft Copilot Studio. The agent must deliver accurate, helpful, and safe responses across multiple channels, integrate with enterprise systems, and support both anonymous and authenticated users. It must adhere to strict data protection and Responsible AI standards while improving customer service efficiency and satisfaction.
Drag and Drop Question
You need to implement tool usage in topics that meet the Blue Yonder design and governance requirements.
Which implementation method should you use for each requirement? To answer, move the appropriate implementation methods to the correct requirements. You may use each implementation method 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: Add a Question node for the user to choose the tool.
Let the agent decide when to run a tool based on user input.
Box 2: Add an Adaptive card
Run a specific agent flow at a defined step in a topic.
You can run a specific agent flow at a defined step in your topic by using an Ask with Adaptive card node to collect user input, and then triggering the flow using the submitted data.
Box 3: Add a tool node
Use a connector action to retrieve data during a conversation.
Reference:
https://learn.microsoft.com/en-us/microsoft-copilot-studio/authoring-ask-with-adaptive-card
NEW QUESTION # 28
Drag and Drop Question
A company uses a primary agent in Copilot Studio to handle user intake.
For some requests, the company wants the primary agent to delegate work to another Copilot Studio agent that already exists.
To meet the business needs, the solution must allow agents to perform the following on the connected agent:
- Must allow calls from other agents.
- Must allow agents to use the connected agent for collaboration.
- Must allow agents to invoke the connected agent in conversations.
You need to integrate the existing Copilot Studio agent with the connected agent.
Which setting should you configure for each requirement? 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.
Answer:
Explanation:
Explanation:
Box 1: Publish the connected agent.
To allow a primary Copilot Studio agent to delegate work to an existing secondary agent, the secondary agent must be published. For an agent to accept calls and be selectable by other agents, you must enable its capability to be used as a connected agent.
Box 2: Add the connected agent.
Add the connected agent: This is the configuration action required within the primary agent. By navigating to your primary agent's build/agents panel and choosing to add a connected agent, you establish the relationship that allows the primary agent's orchestration runtime to dynamically invoke and delegate conversation tasks to it.
Box 3: Add the connected agent.
In Microsoft Copilot Studio's multi-agent architecture, a primary orchestrator agent routes tasks to independent sub-agents using the Connected agents capability. To make an existing agent available to your primary agent so the orchestrator can autonomously invoke it during conversations, you must go to the primary agent's build tab, navigate to the components panel, and choose to add a connected agent.
Incorrect:
Configure connections to the connected agent: While connections exist in Copilot Studio, they are used to securely authenticate external systems, APIs, or tools (such as SharePoint or Dataverse), rather than connecting another standalone conversational agent.
Add the connected agent as an indexed knowledge source: Knowledge sources are used for uploading files, documents, websites, or databases to ground the AI's general knowledge. They are not used for routing workflows to independent agents.
Reference:
https://learn.microsoft.com/en-us/microsoft-copilot-studio/add-agent-copilot-studio-agent
NEW QUESTION # 29
An agent in Copilot Studio already exists in a development environment.
You need to prepare the agent so it can be moved to a production environment by using the supported solution-based approach.
You need to create an exportable package that contains the existing agent.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: B,C
Explanation:
First, create a custom solution in the development environment and add the existing agent by selecting Add existing # Agent # Agent . The solution acts as the application lifecycle management package that contains the agent and its dependent components. Required objects such as agent flows, environment variables, connection references, and custom connectors should also be included when applicable.
After the agent and its dependencies are included, export the solution from the development environment.
Microsoft's documented procedure starts from the list of unmanaged solutions and exports the solution containing the agent. During the export process, the maker can select the appropriate package type.
Production deployments commonly use a managed export, but the source development solution remains unmanaged; it does not need to be converted before export.
Removing topics directly from the solution is specifically discouraged because changing or removing agent components outside the standard Copilot Studio authoring interface can cause export or import failures.
Publishing the agent to a channel is also unrelated to creating a solution package. After the solution is imported into production, the imported agent must be configured, tested, and published in that environment.
Relevant study-guide area: Test and manage agents # Implement application lifecycle management for agents in Copilot Studio # Create a solution and add existing agents to a solution . See Export and import agents using solutions .
NEW QUESTION # 30
A company is building an agent topic in Copilot Studio. The agent topic uses a generative answers node to respond to user questions based on authorized knowledge sources.
To meet the business needs, the generative answers node must meet the following requirements:
Use the user's message in the generative answers node.
Scope the topic node to query only designated data.
Restrict responses to approved enterprise data.
Answer:
Explanation:
NEW QUESTION # 31
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