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

A company uses persistent chat and messaging channels in a contact center.
The company requires tighter conversation lifecycle control to keep queues clean and customer service representative workloads current.
The company has the following requirements:
* Conversations that remain in a waiting status without customer engagement must automatically close after a defined period.
* Chat conversations that move to wrap-up must automatically close after a business-defined custom time limit.
You need to configure the channels to meet the requirements.
Which action should you perform for each requirement? To answer, select the appropriate options in the answer area. 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. Use macros to populate records.
• B. Configure session templates.
• C. Use the setContextProvider API.
• D. Configure pre-chat questions.
• E. Configure routing rules.

A company runs multiple queues to handle customer requests, and escalation work items need to be handled ahead of standard requests no matter when they arrive. Right now escalation work gets delayed because items are processed by arrival time instead of business priority. You need to make sure escalation work is processed first.
Which two actions should you perform? Each correct answer presents part of the solution.

• A. Assign a higher priority to the escalation queue.
• B. Configure overflow rules with escalation as fallback.
• C. Configure queue prioritization across queues.
• D. Configure skill-based routing for escalation representatives.
• E. Configure longest idle assignment.

For this question, refer to the Fabrikam, Inc. case study. You need to ensure that CSRs receive calls during their scheduled working hours only.
How should you perform the configuration?

• A. Rely solely on a queue priority setting, which affects order of pickup, not whether a CSR is scheduled to work.
• B. Integrate the workforce management shift schedule with routing, so calls are only assigned to a CSR during that CSR's scheduled working hours.
• C. Disable the voice channel entirely outside business hours, which would also block customers from reaching the IVR, not just restrict CSR assignment.
• D. Configure a channel-level operating hours setting with no connection to individual CSR shift schedules.

A company needs to monitor campaign success and CSR performance during proactive engagement campaigns. You need to configure the monitoring capabilities to meet these requirements.
Which two approaches could achieve this goal? Each correct answer presents a complete solution.

• A. Configure historical outbound analytics.
• B. Modify workstream settings.
• C. Customize outbound dashboard metrics.
• D. Configure conversation diagnostics.
• E. Configure real-time outbound analytics.