AB-250 Exam Practice Questions

DRAG DROP -
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.

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 uses Dynamics 365 live chat on its website.
The digital team wants the chat experience to use the existing brand kit and style guide of the company and support a more tailored web experience.
The company requires a solution that enables it to control the chat experience through customization.
You need to expand chat behavior beyond default capabilities.
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 has a quality management program for its contact center to ensure excellence for its customer experience.
The company must be able to review conversations and retain records for compliance in support of the program.
You need to configure the voice interactions 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.

DRAG DROP -
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.