Free Microsoft AB-250 Exam Practice Questions
Transforming Contact Center Experiences with AI in Dynamics 365
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Microsoft AB-250 Exam Sample Questions & Answers
A company plans to improve its customer experience.
The company must be able to collect information from its customers before a conversation starts and pass values to the client application.
You need to configure the chat channels to meet the requirements.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
A company configures a chat workstream and queue, needing to capture a customer's region and restrict routing to a select group of CSRs. You need to configure the workstream and queue to meet these requirements.
What should you configure?
A company wants AI-driven optimization of its service workflows, where the system recommends improvements based on actual performance data. You need to configure transformation analysis.
Which two actions should you perform? Each correct answer presents part of the solution.
A company uses Dynamics 365 Contact Center to handle incoming interactions, and CSRs report that when a new work item arrives, they cannot tell the type or context of the request until after they've already accepted it. CSRs need to see key details about work items before accepting them, so they can decide how to handle each interaction. You need to configure how work items appear to CSRs.
What should you do?
A company uses Dynamics 365 Contact Center, and supervisors need to be able to observe conversations without notifying customers or interacting, and separately redirect a conversation from one CSR to another CSR. You need to configure the minimal security access for each requirement.
Which capability lets a supervisor observe a conversation silently, without the customer being notified?
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