Microsoft Certified: Dynamics 365 Sales AI Consultant Associate AB-250 Braindumps

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Microsoft AB-250 Exam Syllabus Topics:

Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:

Question #1
A company is designing an IVR solution.
The solution must enable the system to:
- Process natural language requests that are NOT predefined.
- Route calls by using predefined menu options.
You need to configure orchestration methods for the system.
How should you configure the solution? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question #2
You need to configure proactive outbound engagement.
How should you complete the configuration? To answer, select the appropriate action in the answer area. NOTE: Each correct selection is worth one point.

Question #3
A company uses Dynamics 365 Customer Service, where CSRs use scripts to guide conversations, and new conversation scripts must display customer data automatically within script instructions while ensuring CSRs follow a predetermined script sequence. You need to configure the script behavior to meet these requirements.
What should you configure so customer data appears automatically in the script instructions?

A. Dynamic data tags within the agent script, bound to case/customer fields, so the script instructions automatically display live customer data, combined with branching steps that enforce the predetermined sequence.
B. A capacity profile setting, which is unrelated to script content or sequence.
C. A knowledge article link embedded in the script, which surfaces static reference content rather than dynamic customer data.
D. A static script with hardcoded placeholder text that never reflects actual customer data.

Question #4
For this question, refer to the Fabrikam, Inc. case study. You need to design AI-driven interactions based on the voice channel business requirements, specifically resolving simple inquiries without a human representative while still giving CSRs the context collected earlier when escalation is required.
What should you configure?

A. A scheduled report that summarizes call volume after the fact, with no real-time interaction capability.
B. A Copilot Studio voice agent that resolves common inquiries automatically and passes collected interaction context to the CSR whenever escalation occurs.
C. A static FAQ page linked from the company website, with no connection to the live voice channel. B.A manual callback queue with no automated resolution capability.

Question #5
A company supports multiple communication channels. Customer service representatives (CSRs) handle multiple work items concurrently based on configured workload limits.
The company must be able to control how CSRs handle workload across channels.
The solution must:
- Limit how much work a CSR can handle at the same time.
- Prevent CSRs from receiving new work items until their conversations are closed.
You need to configure workload management for the CSRs.
How should you configure the workloads? 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 bat between panes or scroll to view content. NOTE: Each correct selection is worth one point.

Solutions: