Free Microsoft AB-250 Exam Dumps Questions & Answers

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.  Configure workstream context variables.
• B.  Modify chat widget configuration settings.
• C.  Use the Omnichannel JavaScript API.
• D.  Modify functionality by using the live chat SDK.

A company uses Dynamics 365 Contact Center to handle customer requests through multiple queues, and customer service representatives (CSRs) are only staffed during specific hours of the day. Requests submitted outside those staffed hours still land in queues and get assigned once CSRs become available, causing delays and a poor customer experience. You need to make sure queues only process work during defined service periods.
What should you configure?

• A.  Dynamics 365 Customer Service calendar.
• B.  CSR working hours.
• C.  Channel operating hours.
• D.  Queue operating hours.

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.
A company runs a custom portal and needs secure customer identity validation before any chat can begin. You need to make sure authentication is secure.
Solution: Allow anonymous chat sessions.
Does the solution meet the goal?

• A.  No
• B.  Yes

A company uses voice agents to capture customer responses, and the system must store user input and reuse it later in the interaction. You need to configure the solution.
What should you configure?

• A.  A scheduled report that logs responses after the call ends, which does not make the value available during the live interaction.
• B.  Topic variables (slots) in Copilot Studio that capture the customer's spoken or keyed response and persist the value for reuse in later parts of the same conversation.
• C.  A knowledge article reference, which surfaces static content rather than storing dynamic user input.
• D.  A static greeting message with no variable storage capability.

A company is rolling out Dynamics 365 Contact Center for its CSRs, who need a consistent application experience and a standardized interface the moment they're assigned. You need to configure the standardized contact center application to meet this requirement.
Which feature should you use?

• A.  Dashboard sharing at the organization level, which shares a dashboard view but does not standardize session behavior or application tabs.
• B.  Case form customizations alone, which affect how a single record displays but not the overall application experience.
• C.  Experience profiles, assigned to CSR security roles or teams, which standardize the application layout and session behavior for everyone assigned to that profile.
• D.  Individual personal workspace customizations configured separately by each CSR, which would produce inconsistent experiences rather than a standardized one.