| Exam Code/Number: | AB-250Join the discussion |
| Exam Name: | Transforming Contact Center Experiences with AI in Dynamics 365 |
| Certification: | Microsoft |
| Question Number: | 119 |
| Publish Date: | Oct 18, 2026 |
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Rating
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You need to deploy configuration changes across environments based on the technical requirements.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
A company plans to deploy a new customized voice channel from development to test. The voice channel customizations include skills-based routing and a Copilot Studio voice agent.
The deployment package must:
- Include only the components needed for the release.
- Support controlled import into downstream environments.
You need to prepare to release the voice channel and all supported parts.
What should you do?
A company uses Dynamics 365 Contact Center to support its customer service representatives (CSRs) across multiple simultaneous customer interactions, with CSRs working across several entities and forms during each one. CSRs need the required data on hand the moment a new session starts. You need to configure the Copilot Service workspace.
Which template type should you configure?
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.
A company is turning on outbound calling in Copilot Service workspace, and after setup some customer service representatives (CSRs) still cannot make outbound calls to customers. You need to check the configuration of outbound calls for the CSRs.
Which configuration should you verify first for each CSR?
