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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Test and Manage Agents | 20-25% | - Monitor and manage agent solutions
|
| Topic 2: Integrate and Extend Agents in Copilot Studio | 40-45% | - Integrate agents with enterprise systems
|
| Topic 3: Plan and Configure Agent Solutions | 30-35% | - Plan agent solutions
|
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NEW QUESTION # 71
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 # 72
Drag and Drop Question
A company needs an agent in Copilot Studio to complete tasks by interacting with a legacy desktop application that does NOT have APIs.
To meet the business needs, the solution must meet the following requirements:
- The agent must interact with the application's UI.
- The execution must run on supported infrastructure.
- The builder must be able to observe how the tool runs during
execution.
You need to configure the agent based on the requirements.
Which setting should you configure for each requirement? To answer, move the appropriate settings to the correct requirements. You may use each setting 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: Enable Compute use tool for the agent.
To enable an agent in Microsoft Copilot Studio to interact with a legacy application's UI, you must configure and add the Computer Use capability.
Box 2: Use a platform-hosted execution environment.
In Microsoft Copilot Studio, you should configure the agent to use a platform-hosted execution environment to automate tasks on legacy desktop applications without APIs.
Box 3: Monitor run details in the agent runtime view.
Reference:
https://learn.microsoft.com/en-us/microsoft-copilot-studio/computer-use
NEW QUESTION # 73
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.
An agent uses a flow that calls an external service which can occasionally fail or time out.
When a failure occurs, the agent must meet the following requirements:
- Must not terminate silently.
- Must send a notification containing the error details.
You need to configure the agent flow so that failures are handled in a controlled and predictable way.
Solution: Configure run after conditions for failure paths.
Does the solution meet the goal?
Answer: A
Explanation:
Correct:
* Configure run after conditions for failure paths.
You should configure the "Run after" conditions in Power Automate (the underlying flow engine) to handle these failures in a controlled and predictable way.
By default, a cloud flow step only runs if the previous step is successful. If your external service fails or times out, all subsequent steps will normally skip, causing the flow to fail silently from the perspective of the Copilot Studio agent.
How to Configure the Flow for Failure Handling
To meet your requirements, you need to create a parallel or sequential failure path using the following steps:
1. Add your Notification Action
2. Configure "Run After" Settings
Incorrect:
* Retry the failing action without handling failure.
* Send a notification with relevant error details.
Reference:
https://www.matthewdevaney.com/3-power-automate-error-handling-patterns-you-must-know/
NEW QUESTION # 74
You deploy an agent in Microsoft Copilot Studio that triggers a cloud flow to update customer records in Microsoft Dataverse.
You observe the following after deploying the agent:
Several runs fail because of a temporary authentication issue.
The flow continues to trigger and generate additional failed runs.
You must:
Stop additional failed executions while troubleshooting.
Process a failed execution after resolving the authentication issue.
Validate whether the most recent executions succeeded immediately after resolution.
You need to use the appropriate monitoring and management actions to restore normal flow operation and validate successful execution.
Which action should you perform for each requirement?
Answer:
Explanation:
NEW QUESTION # 75
A team is preparing to evaluate an agent in Copilot Studio before expanding access to additional users.
The team must select an evaluation method that meets the following requirements:
* Use a fixed set of prepared interactions.
* Determine responses against a predefined baseline.
* Support consistent comparison across repeated test runs.
You need to choose an evaluation method that meets the requirements.
What should you do?
Answer: C
Explanation:
A standardized evaluation matrix is the appropriate choice because it establishes fixed test inputs, expected responses, and consistent scoring criteria. In Copilot Studio, this approach is implemented by creating a reusable test set containing prepared test cases and applying appropriate evaluation methods to each case.
The predefined baseline can consist of expected answers, required keywords, expected tool usage, or custom quality criteria. Depending on the required precision, the team can use exact match, text similarity, compare meaning, keyword match, tool-use, or custom evaluation methods. Copilot Studio records the generated response and evaluates it against the configured expectation, producing repeatable scores and pass-or-fail results.
The same test set can be executed multiple times and the resulting runs compared. This provides an objective way to detect regressions after changes to instructions, topics, knowledge sources, tools, or models. A limited live pilot measures production outcomes but does not provide tightly controlled inputs. Manual transcript reviews and relying on a previous run are subjective and do not establish repeatable evaluation criteria.
Relevant study-guide area: Test and manage agents # Evaluate agent performance # Create a test set, choose an evaluation method, and review test results . See About agent evaluation , Choose evaluation methods , and Run evaluations and view results .
NEW QUESTION # 76
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