Online Access Free AB-250 Exam Questions
| Exam Code: | AB-250 |
| Exam Name: | Transforming Contact Center Experiences with AI in Dynamics 365 |
| Certification Provider: | Microsoft |
| Free Question Number: | 119 |
| Posted: | Oct 20, 2026 |
A company uses Dynamics 365 Customer Service with Workforce management and shift-based routing enabled.
Customer service representatives (CSRs) at the company must receive work only during scheduled working hours. They must NOT receive work during breaks within a shift.
You need to configure routing eligibility.
How should you complete each configuration? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
A company uses Dynamics 365 Contact Center to handle customer interactions across multiple channels, and supervisors are responsible for monitoring active conversations and stepping in when issues come up. Supervisors report they have to switch between several pages to view conversations and take action, which slows down response time. The company wants supervisors to monitor conversations and act on them without ever leaving a single interface. You need to configure and monitor SLAs to support contact center operations.
What should you do?
A company requires a select group of customer service representatives to use an internal tool while working on customer interactions without leaving the workspace.
The tool must be available within the productivity pane.
You need to configure tool availability.
How should you perform the configurations? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
You need to design a voice agent that satisfies the voice channel and IVR technical requirements.
What should you do?