Microsoft AB-250 - Transforming Contact Center Experiences with AI in Dynamics 365 Exam
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Total 100 questions
Question #6 (Topic: Topic 1, Deploy Dynamics 365 Contact Center
)
DRAG DROP
A company uses separate development, test, and production environments for Dynamics 365 Contact Center.
The company plans to move approved customizations downstream by using a repeatable ALM process. The process must package the changes and restrict direct editing in target environments.
You need to package Contact Center customizations for the deployment process.
Which action should you perform for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each action 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.
A company uses separate development, test, and production environments for Dynamics 365 Contact Center.
The company plans to move approved customizations downstream by using a repeatable ALM process. The process must package the changes and restrict direct editing in target environments.
You need to package Contact Center customizations for the deployment process.
Which action should you perform for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each action 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: 
Question #7 (Topic: Topic 1, Deploy Dynamics 365 Contact Center
)
A company synchronizes users from Microsoft Entra ID to the Dynamics 365 Contact Center environment.
Some users who have Microsoft Entra IDs cannot access Contact Center features.
You need to enable access for the users with the right permissions needed for Contact Center.
What should you do?
Some users who have Microsoft Entra IDs cannot access Contact Center features.
You need to enable access for the users with the right permissions needed for Contact Center.
What should you do?
A. Assign a security role to the user’s team and restrict access using field-level security.
B. Assign a security role directly to the user.
C. Assign multiple security roles to ensure coverage of required privileges.
D. Add the user to a team that has a security role assigned.
Answer: D
Question #8 (Topic: Topic 1, Deploy Dynamics 365 Contact Center
)
A company uses a third-party CRM as its primary system.
Customer service representatives must use Dynamics 365 Contact Center features without leaving the CRM system.
You need to set up Contact Center to meet the requirement.
What should you do?
Customer service representatives must use Dynamics 365 Contact Center features without leaving the CRM system.
You need to set up Contact Center to meet the requirement.
What should you do?
A. Configure the Channel Integration Framework
B. Configure embedded Contact Center mode
C. Synchronize the third-party CCaaS data
Answer: B
Question #9 (Topic: Topic 1, Deploy Dynamics 365 Contact Center
)
DRAG DROP
A company creates custom security roles for service representatives.
Users in the same job function must have consistent permissions. One individual requires access aligned to that individual's persona.
You need to configure access for the users.
Which actions should you perform? To answer, move the appropriate actions to the correct requirements. Each action may be used 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.
A company creates custom security roles for service representatives.
Users in the same job function must have consistent permissions. One individual requires access aligned to that individual's persona.
You need to configure access for the users.
Which actions should you perform? To answer, move the appropriate actions to the correct requirements. Each action may be used 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: 
Question #10 (Topic: Topic 1, Deploy Dynamics 365 Contact Center
)
A company uses Dynamics 365 Customer Service to manage knowledge articles.
The company deploys a customer self-service portal.
Customers report that they cannot find any knowledge articles in the portal. Customer service representatives can access articles internally.
Customers must be able to access knowledge articles. The solution must:
Ensure knowledge articles are visible in the portal.
Ensure only approved and published content is exposed.
Avoid exposing draft or internal-only articles.
You need to ensure that knowledge articles are available in the portal according to the requirements.
Which two actions should you perform? Each correct answer presents part of the solution.
The company deploys a customer self-service portal.
Customers report that they cannot find any knowledge articles in the portal. Customer service representatives can access articles internally.
Customers must be able to access knowledge articles. The solution must:
Ensure knowledge articles are visible in the portal.
Ensure only approved and published content is exposed.
Avoid exposing draft or internal-only articles.
You need to ensure that knowledge articles are available in the portal according to the requirements.
Which two actions should you perform? Each correct answer presents part of the solution.
A. Enable federated search for external knowledge sources in the portal
B. Enable knowledge article versioning and archive unpublished versions
C. Configure portal search indexing for knowledge articles and rebuild the index
D. Configure knowledge article visibility to allow access for external users
E. Publish approved knowledge articles for portal use
Answer: DE
