Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
Certification Provider: Microsoft
Corresponding Certification: Microsoft Certified: Dynamics 365 Sales AI Consultant Associate
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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Configure Users, Security, and Work Distribution | - Manage operational settings
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
Hotspot Question
A company is implementing Dynamics 365 Contact Center to support Service team 1 and Service team 2.
Service team 1 handles general inquiries. Service team 2 handles complex product issues.
Each team must receive only its own work items.
Service team 1 must be able to handle unidentified work items.
You need to configure the Contact Center environment to meet the requirements.
Which action should you perform for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Box 1: Create a queue per team
You should create a separate queue for each team.
In Dynamics 365 Contact Center, using a one-queue-per-team model is the best practice for this scenario to ensure strict routing isolation and clear operational boundaries.
Work Isolation: It ensures Team 1 agents only see general inquiries and Team 2 agents only see complex product issues in their respective dashboards.
Targeted Assignment: You can easily link each queue to a specific routing rule set that evaluates incoming conversations (e.g., based on IVR selection, skill tags, or incoming email address) and sends them to the correct queue.
Distinct Membership: You can assign Team 1 users to the Tea, 1 queue and Team 2 users to the Team 2 queue, preventing agents from accidentally picking up work outside their expertise.
Cleaner Reporting: It allows managers to track historical analytics, service level agreements (SLAs), and handle times for Team 1 and Team 2 independently.
Box 2: Configure fallback queue
You should set up a fallback queue, and it should be mapped to Team 1.
In Dynamics 365 Contact Center unified routing, a workstream-level fallback queue acts as a safety net.
Configure the Fallback Queue:
1. Set Team 1, or a dedicated queue containing Team 1 agents, as the fallback queue for the workstream
2. .Configure Route-to-Queue Rules: Write specific routing rules that identify complex issues and send them to T2.
3. Handling Unidentified Items: Any incoming work item that does not match the complex product criteria-or fails to match any routing rules-will automatically route to the fallback queue (Team
1).
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-queues-manage-activities-cases
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/queues-omnichannel
A retail company runs outbound proactive campaigns to remind customers about abandoned carts. Compliance requires that calls only use predictive dialing when representative availability is high, and fall back to progressive dialing during low-staffing periods.
You need to configure this behavior.
What should you do?
- A. Configure dialing methods per workstream/campaign schedule to switch between predictive and progressive modes based on staffing.
- B. Set a single fixed dialing method for the campaign for its entire duration.
- C. Disable outbound dialing and use SMS only.
- D. Configure call recording to control dialing pace.
Correct Answer: A 🗳️
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Drag and Drop Question
A company plans to use quality evaluation for customer service representative (CSR) performance.
The company requires the following:
- Automatic evaluation of conversations based on predefined conditions
- Measurable scoring for evaluating CSRs by the Quality Evaluation
Agent
You need to configure the evaluation process.
Which actions should you perform? 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 bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Box 1: Configure evaluation plans
To automatically evaluate customer service representative (CSR) performance based on predefined conditions in Dynamics 365 Contact Center, you must configure an Evaluation Plan tied to the Quality Evaluation Agent (QEA). This framework uses AI to autonomously trigger, review, and score conversations against your specific business benchmarks without human intervention.
Box 2: Define evaluation criteria
To configure measurable scoring for evaluating customer service representatives (CSRs) using the Quality Evaluation Agent in Dynamics 365 Contact Center, you must set up the core Evaluation Framework components. This system moves past manual spot-checking by utilizing specific scoring rules, question formats, and mathematical weightings.
Step 1: Enable the Global Scoring Metric
When initializing the agent, you must definitively lock in the baseline evaluation numerical system:
1. Navigate to the Copilot Service Admin Center and select Quality Management.
2. Click Manage next to the Quality Evaluation Agent
*-> 3. Under the global settings, look for the Evaluation criteria score toggle.
4. Turn this setting On to establish a numeric scoring scale from 0 to 100.
5. Under the Conversations record type, ensure the box is checked to target contact center interactions. You can optionally set a specific score threshold (e.g., 80) to instantly flag underperforming "bad" evaluations for human supervisors.
Reference:
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave2/service/dynamics365-contact-center/configure-quality-evaluation-quality-evaluation-agent)
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave2/service/dynamics365-contact-center/configure-quality-evaluation-quality-evaluation-agent
Drag and Drop Question
A company is evaluating cost drivers for a Dynamics 365 Contact Center deployment that has the following license types:
- Dynamics 365 Contact Center (Digital + Voice)
- Dynamics 365 Contact Center Voice
The company must be able to associate platform costs for the following with their billing models:
- Copilot-generated responses
- Customer service representative (CSR) platform access
- Call recording and telephony minutes
- Included IVR minutes per user
You need to identify the billing method for each cost component.
Which billing method should you select for each component? To answer, move the appropriate billing methods to the correct Contact Center feature. You may use each billing 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.
Correct Answer:
Explanation:
Box 1: Consumption-based billing
Copilot-generated responses and advanced AI actions in Dynamics 365 Contact Center are billed via a consumption-based model using Copilot Credits through Microsoft Copilot Studio.
Box 2: Per-user billing
The billing method for Customer Service Representative (CSR) platform access in Microsoft Dynamics 365 Contact Center is structured as a subscription-based, named per-user licensing model.
Each representative accessing the platform requires their own dedicated, monthly user subscription license (USL). Microsoft does not utilize concurrent seat or shared user licensing for this platform.
Box 3: Consumption-based billing
The billing method for call recording and telephony minutes in Dynamics 365 Contact Center is consumption-based billing (utilizing a pay-as-you-go model via underlying Azure Communication Services or direct operator usage).
Box 4: Included entitlement
The billing method for included IVR minutes per user in Dynamics 365 Contact Center is an included entitlement.
Entitlement pool: Each user license for Dynamics 365 Contact Center Voice (or the combined Digital + Voice bundle) comes with an allocation of 2,000 Intelligent Voicebot (IVR) minutes per user per month.
Tenant pooling: These minutes accrue and are pooled together at the tenant level based on the total number of user licenses purchased.
Consumption rule: Calls handled by the conversational IVR bot draw from this collective tenant pool rather than triggering separate consumption-based line-item bills until the included capacity is exceeded.
Reference:
https://www.microsoft.com/en-us/dynamics-365/products/contact-center/pricing
A company wants new representatives to automatically receive the correct security role and capacity settings as soon as their Microsoft Entra ID account is provisioned, without an administrator manually configuring each user.
You need to recommend a scalable approach for managing user access and workload capacity.
What should you do?
- A. Add users to Entra ID groups that are linked to Dataverse teams with the required security roles, and apply a capacity profile to the team.
- B. Grant System Administrator to all representatives temporarily.
- C. Assign a custom security role and a capacity profile directly to each user account.
- D. Configure capacity profiles only at the queue level.
Correct Answer: A 🗳️
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