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

  • Microsoft
  • 55 practice questions
  • Updated Aug 2026
  • 5 free sample questions

About this exam

AB-250 is the Microsoft exam Transforming Contact Center Experiences with AI in Dynamics 365. Practice material is available as a PDF, an interactive practice test or a bundle of both.

Exam code
AB-250
Vendor
Microsoft
Practice questions
55
Questions with an explanation
55 of 55
Free sample questions
5
Question bank last updated
19 Aug 2026

Try 2 sample questions

Taken from the free sample set for AB-250.

Question 1

A company wants to enable customers to communicate with support teams through SMS messaging. Which functionality should be configured?

  1. Option A:
    SMS channel integration
  2. Option B:
    Inventory forecasting
  3. Option C:
    Document automation
  4. Option D:
    Sales goal tracking 
Show answer and explanation

Correct answer: A

SMS channel integration allows organizations to communicate with customers through text messaging directly within Dynamics 365 Contact Center. Customers can receive updates, ask questions, and continue conversations using their preferred communication channel. This capability supports omnichannel engagement strategies and improves accessibility for mobile users. Many businesses implement SMS integration to increase customer responsiveness and provide more convenient support experiences.

Question 2

A company wants AI to recommend knowledge articles automatically during customer interactions. Which feature supports this requirement?

  1. Option A:
    Knowledge suggestions
  2. Option B:
    Invoice processing
  3. Option C:
    Case closure rules
  4. Option D:
    Sales pipeline tracking
Show answer and explanation

Correct answer: A

Knowledge suggestions use AI capabilities to recommend relevant support articles to agents during customer conversations. The system analyzes conversation context, customer intent, and historical data to identify the most appropriate knowledge resources. This functionality helps agents resolve issues more efficiently while maintaining consistency across support interactions. Organizations implementing AI-driven knowledge suggestions often experience reduced resolution times and improved customer satisfaction metrics.
See all 5 free sample questions