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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrate and Extend Agents in Copilot Studio | 40-45% | - Build advanced agent solutions
|
| Topic 2: Plan and Configure Agent Solutions | 30-35% | - Plan agent solutions
|
| Topic 3: Test and Manage Agents | 20-25% | - Monitor and manage agent solutions
|
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NEW QUESTION # 17
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.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 18
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.
You need to ensure that every AI-generated response from the agent in Copilot Studio includes a disclaimer that complies with the company's security and governance policies.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: C,E
Explanation:
[B]
Using prompt modification in the Generative Answers node settings is an excellent and highly effective strategy for embedding compliance disclaimers into your agent's responses.
[A]
Adding a mandatory disclaimer to your greeting message is the best practice for agent governance. You can enforce this by configuring your Greeting System Topic and adding formal
"Output Rules" to the agent's core instructions.
Reference:
https://learn.microsoft.com/en-us/microsoft-copilot-studio/nlu-boost-node
https://www.reddit.com/r/copilotstudio/comments/1pje5fy/how_do_you_handle_ai_disclaimers_in_copilot/
NEW QUESTION # 19
A company needs an agent in Copilot Studio to complete tasks by interacting with a legacy desktop application that does not use APIs. The builder needs that UI automation can run in the supported execution context and needs a way to inspect how the automation behaves during testing conversations. to validate To meet the business needs, the solution must meet the following requirements:
* Enable the agent to perform UI automation against the legacy application.
* Inspect execution details for the automation during conversations.
You need to configure the agent based on the requirements.
Which two actions should you perform? Each correct answer presents part of the solution. Choose two.
NOTE: Each correct selection is worth one point.
Answer: A,C
Explanation:
Comprehensive and Detailed Explanation From Microsoft AB-620 Study Guide: Computer use is the Copilot Studio capability for operating a website or desktop application ' s graphical interface when an API is unavailable. Enabling it gives the agent a UI automation tool driven through the supported machine execution context. During testing, the builder can open the computer-use activity or remote session from the agent ' s activity view to observe steps, inspect logs, and understand failures in real time. Adding a desktop flow is a different deterministic automation technology and is not required by the stated computer-use design.
Publishing alone does not provision the UI automation or its machine. A custom connector cannot automate screen controls when the application exposes no API. The tool should be configured with narrowly scoped instructions, a healthy supported machine, protected credentials, and human confirmation for sensitive actions. Because computer-use behavior is probabilistic and visual interfaces change, the team should test alternate screen states, pop-ups, timing, and recovery, then monitor production sessions under strict access and retention controls. Study Guide alignment: Integrate and extend agents in Copilot Studio > Add tools to agents > Configure and monitor computer use for an agent.
NEW QUESTION # 20
Drag and Drop Question
A company configures an agent flow that interacts with multiple systems to complete user requests.
The company must integrate external services, retrieve data, and notify users as part of the same automated flow run. To support this scenario, the agent flow must be able to do the following:
- Call an external API.
- Retrieve stored data from a supported internal data source.
- Send a Teams message.
You need to select a connector or action type for each requirement.
What should you use? To answer, move the appropriate connectors or actions to the correct requirements. You may use each connector or 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: Make an HTTPS request.
To call an external API within a Copilot agent flow, you should make an HTTPS request.
Direct API Integration: It allows the flow to send HTTP requests (GET, POST, PUT, DELETE) directly to any external REST API endpoint.
Data Retrieval & Actions: It can both fetch data from external systems and send data to trigger external processes in a single automated run.
Flexibility: It does not require a pre-built ecosystem connector, meaning you can connect to any custom or proprietary external service as long as you have the API URL and authentication details.
Box 2: Add a standard connector.
You should add a standard connector.
Standard and custom Power Platform connectors provide the communication interface required for a Copilot agent flow to read from or write to external systems in real-time. They act as wrappers around APIs, enabling the agent to securely authenticate, integrate external services, retrieve stored data from internal data sources, and trigger actions across multiple business applications within a single automated flow run.
Box 3: Trigger a notification
Reference:
https://learn.microsoft.com/en-us/microsoft-copilot-studio/guidance/integrations
NEW QUESTION # 21
Drag and Drop Question
A team wants to automate solution deployment between environments. Deployments must follow a controlled, repeatable process.
The team needs to implement a pipeline-based deployment process that enforces the correct dependency order.
You need to implement a deployment pipeline and determine the correct sequence of actions.
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:
To implement a controlled, repeatable deployment process using Power Platform Pipelines, you must follow a structured setup sequence. Setting up the infrastructure and linking environments must occur before you can execute or review any deployments.
Step 1: Enable pipelines for the tenant
Install the Power Platform Pipelines application in your host environment to unlock the configuration tools.
Step 2: Assign environments to the pipeline stages
Link your development, QA, and production environments to the pipeline as stages to establish the deployment path.
Step 3: Trigger a pipeline run
Select your solution in the development environment and initiate the deployment to the next stage.
Step 4: Review deployment results
Check the run history and deployment logs within the pipelines app to verify success or troubleshoot failures.
Reference:
https://learn.microsoft.com/en-us/power-platform/alm/run-pipeline
NEW QUESTION # 22
......
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