Microsoft AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

Last checked October 22, 2026 against the official Microsoft exam page.

1. Question 1Implement channels

   A website needs a chat widget that customers can use to talk with an agent. Which configuration is needed?

   1. AConfigure the chat channel and embed the chat widget in the website
   2. BEmail the website's HTML source to each customer to paste
   3. CPrint a QR code on store signage that opens the live web chat
   4. DPublish the widget as a link on a social network profile page
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   Correct answer: A

   A chat channel plus an embedded widget on the website provides the customer-facing entry point. Emailing HTML, printed QR codes, and social-only publishing do not provide the web chat experience.

2. Question 2Configure agents and AI capabilities

   A representative needs a short summary of a long customer conversation before taking over. Which AI capability fits best?

   1. AA printed transcript of every call
   2. BA calendar reminder
   3. CCopilot conversation summaries
   4. DA random sentence generator
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   Correct answer: C

   Copilot summaries condense conversations so representatives can take over quickly. Printed transcripts are slow to read, calendar reminders do not summarize, and random generators are not useful.

3. Question 3Deploy Dynamics 365 Contact Center

   A company is deploying Dynamics 365 Contact Center and wants to move configuration from a test environment to production in a controlled, repeatable way. Which practice is most appropriate?

   1. AExport screenshots of each configuration page in the test environment and email them to the production deployment team for reference
   2. BUse solutions and application lifecycle management (ALM) to package and deploy configuration between environments
   3. CCopy the production database into the test environment each month through an unmanaged process with no change tracking or approval
   4. DRecreate each configuration setting by hand in the production environment, without exporting, packaging, or versioning the changes made
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   Correct answer: B

   Solutions and ALM package configuration for consistent, repeatable deployment across environments. Manual recreation, unmanaged copies, and screenshots are error-prone and not repeatable.

4. Question 4Configure work distribution

   A contact center wants urgent cases to reach a representative first, while routine cases wait in a standard queue. Which configuration supports this?

   1. ALetting representatives choose cases at random from the shared pool, with no supervisor review or reassignment
   2. BQueue prioritization with separate work classifications for urgent and routine cases
   3. CSorting cases by the length of the customer name field, routing longer names to senior agents first
   4. DSending incoming cases into one default queue with no priority rules or work classifications
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   Correct answer: B

   Queue prioritization and work classification route urgent cases ahead of routine ones. A single unprioritized queue, random selection, and name-based sorting do not reflect business priority.

5. Question 5Configure the Dynamics 365 Contact Center representative experience

   A representative wants a standard set of tabs to appear for every new conversation, such as the customer record and the knowledge article. Which configuration provides this?

   1. AApplication tab templates in the experience profile
   2. BA calendar reminder to open the tabs before each shift begins
   3. CA shortcut each representative creates by hand as needed
   4. DA printed list of tabs taped to the monitor near the keyboard
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   Correct answer: A

   Application tab templates in the experience profile open standard tabs automatically for conversations. Printed lists, manual shortcuts, and reminders are not consistent or governed.