すべての人が当社のAB-250学習教材を使用することは非常に便利です。私たちの学習教材は、多くの人々が私たちの製品を購入した場合、多くの問題を解決するのに役立ちます。当社のAB-250学習教材のオンライン版は、機器に限定されません。つまり、電話、コンピューターなどを含むすべての電子機器に学習教材を適用できます。そのため、当社のオンライン版AB-250学習教材は、試験の準備に非常に役立ちます。私たちは、AB-250学習教材が良い選択になると信じています。
| Section | Objectives |
|---|---|
| Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
| Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
| Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
| Optimize agent productivity using Copilot and automation | - Use Copilot for response generation and summarization - Configure workflow automation for service operations |
Topexamは実際の環境で本格的なMicrosoftのAB-250「Transforming Contact Center Experiences with AI in Dynamics 365」の試験の準備過程を提供しています。もしあなたは初心者若しくは専門的な技能を高めたかったら、TopexamのMicrosoftのAB-250「Transforming Contact Center Experiences with AI in Dynamics 365」の試験問題があなたが一歩一歩自分の念願に近くために助けを差し上げます。試験問題と解答に関する質問があるなら、当社は直後に解決方法を差し上げます。しかも、一年間の無料更新サービスを提供します。
質問 # 116
A company uses Dynamics 365 Contact Center.
Customer service representatives (CSRs) in different departments experience inconsistent session handling while using the system.
The company requires consistent session behavior across all CSRs.
You need to standardize behavior across departments.
What should you assign?
正解：D
解説：
To resolve the inconsistent session handling and ensure standard behavior across all departments, you should assign Session Templates.
In Dynamics 365 Contact Center, a Session Template defines the exact runtime experience for a customer service representative (CSR) when a communication request or interaction is accepted.
It dictates uniform rules for:
Anchor Tabs: Determining which specific application page (like an Active Conversation or Case form) opens automatically and cannot be closed by the user.
Additional Application Tabs: Standardizing which productivity tools, forms, or knowledge-based tabs pre-populate when a session begins.
Communication Panel Behavior: Deciding how and where the chat, voice, or digital interaction controls appear alongside the workspace.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/session-templates
質問 # 117
Drag and Drop Question
You are configuring multiple phone numbers for a company for its regional support.
Inbound calls must be routed appropriately. Outbound calls must display the specified caller ID.
You need to configure the phone numbers to meet the requirements.
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.
正解：
解説：
Explanation:
Box 1: Assign the phone number to the workstream
To ensure inbound calls are routed in the correct manner within a Dynamics 365 Contact Center environment, you must Assign the phone number to the workstream.
Dynamics 365 Contact Center (and Omnichannel for Customer Service), the workstream acts as the container that defines how conversations-including inbound voice calls-are routed to the correct queues and agents. When a customer dials a specific regional support number, the system uses the number's association with a workstream to initiate the routing rules.
Box 2: Associate the phone number with an outbound profile attached to the queue.
To ensure outbound calls display the specified regional caller ID in a Dynamics 365 Contact Center environment, you must associate the phone number with an outbound profile attached to the queue.
Outbound profiles define the caller ID, allowed calling regions, and settings used when representatives place outbound calls.
Queues must be linked to these outbound profiles so that the correct phone number/caller ID is assigned and presented to customers.
Reference:
https://docs.aws.amazon.com/connect/latest/adminguide/proficiency-routing.html
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-outbound-calling
質問 # 118
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.
正解：
解説：
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
質問 # 119
Case Study 2 - VanArsdel, Ltd
Background
VanArsdel, Ltd. is a global company that provides outsourced customer support services for enterprise clients across multiple industries, including retail, healthcare, and financial services.
VanArsdel, Ltd. is implementing Microsoft Dynamics 365 Contact Center to modernize its contact center operations. The company aims to provide a unified omnichannel experience for customers and improve customer service representative (CSR) productivity through AI-driven tools and automation.
The implementation will support voice, chat, and digital messaging channels. The initial rollout focuses on voice capabilities and AI-assisted CSR experiences. The solution must be scalable and configurable using out-of-the-box functionality where possible.
The company employs approximately 500 CSRs, 50 supervisors, and a small team of system administrators responsible for configuration and maintenance. Some back-office CSRs are available for consultations with frontline CSRs.
VanArsdel, Ltd. currently operates multiple outdated CCaaS platforms across its divisions. The company is concerned about CSR adoption and therefore plans to adopt a phased approach. The company plans to use its existing CCaaS solution with Copilot Service workspace to enable adoption of the agent desktop while the voice channel and associated capabilities are developed.
Current environment
Contact Center channels
VanArsdel, Ltd. currently uses an outdated telephony system integrated with a third-party CRM.
The system lacks support for modern APIs and does not provide advanced analytics or AI capabilities.
The company plans to replace the outdated system with Dynamics 365 Contact Center and Microsoft Teams Phone functionality.
Outbound communication capabilities are limited in the current system to SMS only and must be enhanced to support proactive engagement campaigns. A third-party tool is used to manage current campaigns.
CSR experience
CSRs currently rely on multiple disconnected systems to manage customer interactions. This results in inefficiencies and increased handling times.
The new solution must provide a unified interface with embedded productivity tools, including:
- AI-powered suggestions during live interactions.
- Suggested responses based on the CSR's interaction with the agent desktop and the conversation context.
- Real-time transcription and sentiment analysis.
- Integration with company-owned knowledge bases.
CSRs must be able to interact with customers through voice and digital channels within a single workspace. The sales director requires CSRs to be able to collect orders from their third-party order management tool from the Productivity panel. CSRs must be prevented from accessing payment information.
Data protection and compliance
VanArsdel, Ltd. handles sensitive customer data, including personally identifiable information (PII) and payment details.
The company must comply with strict data protection regulations, including:
- Masking sensitive data during live interactions.
- Preventing National Identity and payment card information from being stored in transcripts and AI generated summaries.
- Ensuring secure handling of customer information across all channels.
The current system does NOT provide adequate data masking capabilities.
Integration requirements
The company uses several internal systems, including:
- A customer account management system.
- A billing platform.
- A knowledge management system.
These systems must be integrated with Dynamics 365 Contact Center to provide CSRs with relevant information during interactions.
The company also has a third-party marketing platform. However, the company currently does NOT plan to integrate the platform and instead is evaluating Customer Insights - Journeys.
Business requirements
Voice channel implementation
VanArsdel, Ltd. must implement a voice channel that meets the following requirements:
- Support inbound and outbound voice calls by using Microsoft Teams Phone.
- Enhance call controls by using SDK APIs.
- Allow supervisors to monitor and manage live calls.
- Provide real-time insights into call performance.
The solution must support scalability to handle peak call volumes during seasonal demand.
Proactive engagement
The company must implement proactive outbound engagement capabilities, including:
- Proactive Dialer to adjust call pacing based on CSR availability and answer rates.
- Trigger-based engagement based on customer actions.
- Integration with customer data to personalize outreach.
Outbound campaigns must be configurable without requiring custom code.
Agent assist and AI capabilities
VanArsdel, Ltd. must enhance CSR productivity by implementing AI-powered assistance features, including:
- Suggested responses during customer interactions.
- Automated knowledge article recommendations.
- Real-time transcription and summarization.
- Real-time assistance sent to the CSR in the send message box during chat conversations.
The company also plans to extend Copilot capabilities by integrating custom plugins, tools, and connectors.
Additionally, a bot must be implemented to support CSRs by providing interactable contextual guidance during interactions.
Voice agent configuration
The company must configure voice agents to support natural and efficient customer interactions.
- The solution must include:
- Real-time speech recognition.
- Accurate transcription of customer conversations.
- Configurable voice settings to optimize performance.
Voice agents must follow best practices to ensure high-quality interactions and minimize errors.
Technical requirements
Channel Integration Framework
VanArsdel, Ltd. requires a phased approach to deploying the voice channel. The company plans to use its existing CCaaS solution with Copilot Service workspace to enable adoption of the agent desktop while the voice channel and associated capabilities are developed. The company requires the Channel Integration Framework to be built to:
- Click-to-act functionality for outbound communication.
- Integration with third-party applications.
- A consistent user experience for CSRs.
Sensitive data masking
The solution must include sensitive data masking capabilities that:
- Automatically detect and mask sensitive information during interactions.
- Prevent exposure of sensitive data in logs and transcripts.
- Allow administrators to configure masking rules.
Omnichannel JavaScript API
Custom extensions must be developed by using the Omnichannel JavaScript API to:
- Provide enhanced automation during a conversation.
- Display conversation dynamically based on the defined business process.
- Provide contextual information during customer interactions.
These extensions must be maintainable and align with best practices.
Supervisor experience
Supervisors must have access to advanced analytics and monitoring tools, including:
- Real-time dashboards for intraday CSR performance.
- Historical insights into call volumes and trends.
- Tools to manage and optimize CSR workloads.
The supervisor app must be used to provide actionable insights that improve operational efficiency.
Issues
VanArsdel, Ltd. has identified the following issues in the current environment:
- CSRs experience delays due to switching between multiple systems.
- Sensitive customer data is exposed during interactions.
- Outbound engagement capabilities are limited and not automated.
- Supervisors lack visibility into real-time performance metrics.
- Voice interactions lack transcription and AI-assisted features.
Problem statement
VanArsdel, Ltd. must implement a modern contact center solution by using Dynamics 365 Contact Center to:
- Improve CSR productivity through AI and automation.
- Ensure compliance with data protection regulations.
- Enhance customer engagement through proactive outreach.
- Provide a unified and efficient CSR experience.
- Enable supervisors to monitor and optimize operations effectively.
The solution must be scalable, secure, and aligned with best practices for configuring channels, AI capabilities, and integrations.
Drag and Drop Question
You need to ensure that CSRs can receive calls and view customer data in the first phase of the project.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
正解：
解説：
Explanation:
Step 1: Register a Channel Integration Framework provider and host it as a web resource. Before any interactions can be captured or APIs can be called, the external CCaaS communication widget must be configured and hosted within Dynamics 365.
Step 2: Use the Channel Integration Framework v2 to capture the interaction.
Since the environment uses the Copilot Service workspace (which is a multi-session application), you must use Version 2.0 of the Channel Integration Framework instead of Version 1.0 (which only supports single-session apps) Step 3: Call the Channel Integration Framework API to open an application tab.
Once the inbound interaction is actively captured by the framework, the provider invokes the Microsoft.CIFramework JavaScript APIs to trigger a screen pop or open an application tab displaying the customer data to the representative.
Scenario:
VanArsdel, Ltd. requires a phased approach to deploying the voice channel. The company plans to use its existing CCaaS solution with Copilot Service workspace to enable adoption of the agent desktop while the voice channel and associated capabilities are developed. The company requires the Channel Integration Framework to be built to:
- Click-to-act functionality for outbound communication.
- Integration with third-party applications.
- A consistent user experience for CSRs.
Reference:
https://learn.microsoft.com/en-us/dynamics365/channel-integration-framework/faq-channel-integration-framework
質問 # 120
Hotspot Question
A company uses Dynamics 365 Customer Service. The company plans to use internal knowledge sources.
The company must be able to improve case management as follows:
- Automatically draft new knowledge articles for approval by knowledge
managers.
- Improve accuracy of recommended articles for resolutions.
You need to configure case management to meet the requirements.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Explanation:
Box 1: Enable the Customer Knowledge Management Agent
To automatically draft new knowledge articles from resolved cases in Dynamics 365 Customer Service, you need to configure the Customer Knowledge Management Agent via Copilot capabilities.
-> Enable the Customer Knowledge Management Agent
1. Open the Copilot Service admin center (or Customer Service admin center).
2. Go to Knowledge in the navigation menu.
3. Select Customer Management Agent settings.
4. Check the box to enable real-time knowledge creation from current cases so the system automatically analyzes case notes, emails, and conversations upon closure.
Box 2: Configure knowledge source.
To meet the requirements of using only internal knowledge soures, you should perform the following configurations in the Customer Service admin center (or Copilot Service admin center):
Enforce Internal Knowledge Bases Only
1. Go to Productivity > Copilot for questions and emails (or Knowledge settings).
2. Under Knowledge sources, restrict the configuration to use Dynamics 365 Knowledge Base (Dataverse) only.
3. Ensure that any external search providers (such as public websites or untrusted third-party repositories) are disabled or excluded to satisfy the internal-only requirement Reference:
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/service/dynamics365-contact-center/use-customer-knowledge-management-agent-update-knowledge-base
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-knowledge-management-embedded-knowledge-search
質問 # 121
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すべてのお客様が快適に過ごせるように、当社はすべてのお客様に完璧で思いやりのあるサービスを提供することをお約束します。当社からAB-250トレーニングファイルを購入すると、完璧なサービスを楽しむ権利があります。 AB-250学習教材についてご質問がありましたら、いつでもお気軽にご質問ください。AB-250学習問題の使用をサポートさせていただきます。私たちの完璧なサービスは、AB-250試験の準備をしていて、あなたがAB-250試験に合格すると安心できると信じています。
AB-250過去問: https://www.topexam.jp/AB-250_shiken.html