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Transforming Contact Center Experiences with AI in Dynamics 365: AB-250 試験
「Transforming Contact Center Experiences with AI in Dynamics 365」、AB-250試験であります、Microsoft認定でございます。 最適な問題と解答をまとめられて、GoShiken はお客様のAB-250試験に計 127 問をまとめてご用意いたしました。AB-250試験の集結内容には、Microsoft Certified: Dynamics 365 Sales AI Consultant Associate認定にあるエリアとカテゴリの全てをカバーしており、お客様の Transforming Contact Center Experiences with AI in Dynamics 365 試験認定合格の準備を手助けをお届けします。
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購入後60日以内に、AB-250試験に合格しなかった場合は、全額返金します。 そして、無料で他の試験問題集を入手できます。
試験内容は定期的に見直されるため、古い教材では安心できません。GoShikenのMicrosoft Transforming Contact Center Experiences with AI in Dynamics 365練習問題は2026年の出題範囲に沿って更新されており、AB-250の最新の出題傾向を押さえた内容です。ご購入後365日間は無料で最新版をご利用いただけます。
Microsoft AB-250 試験概要:
| 認定ベンダー: | Microsoft |
|---|---|
| 試験名: | Dynamics 365 における AI を活用したコンタクト センター エクスペリエンスの変革 |
| 試験番号: | AB-250 |
| 試験形式: | シナリオベースの問題, 多肢選択問題, インタラクティブな試験問題, ケース スタディ |
| 対応言語: | 英語 |
| 関連資格: | Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate |
| サンプル問題: | Microsoft AB-250 サンプル問題 |
| 受験方法: | Pearson VUE を通じて実施される Microsoft の監督付き試験です。オンライン監督試験および認定試験会場で受験できます。 |
| 前提条件: | 受験者は、コンタクト センターの概念とカスタマー サービス運用に関する基本的な理解を有している必要があります。必須の前提試験は公開されていません。 |
| 公式シラバスのURL: | https://learn.microsoft.com/en-us/credentials/certifications/resources/study-guides/ab-250 |
Microsoft AB-250 試験シラバストピック:
| セクション | 比重 | 目標 |
|---|---|---|
| トピック 1: エージェントと AI 機能の構成 | 10-15% | - AI 支援エクスペリエンスを有効にする
|
| トピック 2: Dynamics 365 Contact Center の展開 | 15-20% | - コンタクト センター環境の展開
|
| トピック 3: ユーザー、セキュリティ、作業分配の構成 | - 運用設定を管理する
| |
| トピック 4: コンタクト センター運用の監視と最適化 | - 運用の卓越性
| |
| トピック 5: チャネルの実装 | 30-35% | - 顧客エンゲージメント チャネルを構成する
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365のよくある疑問を解決します
AB-250（Dynamics 365 における AI を活用したコンタクト センター エクスペリエンスの変革）は、Microsoftが提供する認定試験で、合格すると「Microsoft Certified: Dynamics 365 Sales AI Consultant Associate」の認定を取得できます。この認定はアソシエイトレベルに位置づけられています。関連する認定にはMicrosoft Certified: Dynamics 365 Contact Center AI Engineer Associateなどがあり、あわせて取得を目指す方も少なくありません。出題範囲の詳細は、このページの試験情報とGoShikenの練習問題でご確認いただけます。
AB-250試験の受験条件は次のとおりです。受験者は、コンタクト センターの概念とカスタマー サービス運用に関する基本的な理解を有している必要があります。必須の前提試験は公開されていません。 受験条件は変更される場合があるため、最新情報は公式の試験案内ページで必ずご確認ください。
はい、GoShikenではAB-250対策の無料サンプル（PDFデモ）をご用意しています。実際の問題形式や解答の質をご確認いただいてからご購入いただけるため安心です。また、ご購入後は365日間、最新版への無料更新をご利用いただけます。365日を過ぎた後も更新サービスを50%割引で継続できますので、長期間にわたって最新の出題傾向に対応した教材をご活用いただけます。
GoShikenでは返金保証をご用意しています。ご購入後60日以内に対応する試験を受験し、残念ながら不合格となった場合は、受験票の写しと公式スコアレポート（Score Report）のPDFを試験後2日以内にご提出いただくことで、7日以内に全額を返金いたします。ただし、購入後3日以内の受験（学習期間が短すぎるため）、ダウンロードのみで未受験の場合、無料資料および期限切れのご注文は対象外です。また、受験者名とお支払い者名が一致している必要があります。返金の代わりに製品交換をご希望の場合は、同等の試験対策資料2点を無料でご提供し、ご購入済み製品の更新サービスもそのままご利用いただけます。納品は、お支払い完了後すぐにダウンロードできるほか、1分以内にご登録のメールアドレスへもお届けします。2時間経っても届かない場合はカスタマーサポートまでご連絡ください。インストールするパソコンの台数に制限はありませんので、ご自宅と職場など複数の環境で学習を進められます。
AB-250試験の出題範囲は、全部で5つの分野で構成されています。主な分野としては、「コンタクト センター運用の監視と最適化」、「Dynamics 365 Contact Center の展開」（15-20%）、「ユーザー、セキュリティ、作業分配の構成」などが挙げられます。各分野に含まれる具体的なトピックは、このページ上部の出題範囲に一覧で掲載していますので、学習計画を立てる際にご活用ください。
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 認定 AB-250 試験問題：
Case Study 1 - Fabrikam, Inc
Background
Fabrikam, Inc. is a mid-sized global company that provides outsourced customer support services for retail and telecommunications clients. The company operates multiple regional contact centers. Fabrikam, Inc. is transitioning to a unified cloud-based platform by implementing Microsoft Dynamics 365 Contact Center.
The goal is to improve customer satisfaction, reduce average handling time, and increase workforce productivity while enabling AI-assisted customer interactions.
Fabrikam, Inc. has an established Microsoft ecosystem, including Microsoft Azure and Microsoft Power Platform. The company requires that all implementations follow best practices for scalability, maintainability, and governance, while aligning with internal governance and security standards.
Current environment
Contact Center infrastructure
- Fabrikam, Inc. currently uses an outdated on-premises telephony system that does NOT integrate with modern CRM systems.
- The company is migrating to Dynamics 365 Contact Center to support voice-based interactions.
- Azure resources are centrally managed by the IT team.
- Azure Application Insights is provisioned but not yet connected to any contact center workload.
- Microsoft Entra ID is used for identity and access management.
Application lifecycle management (ALM)
- The company maintains separate development, test, and production environments in Microsoft Dataverse.
- Solutions are deployed as managed or unmanaged depending on the environment.
- Configuration data must be moved between environments without manual recreation.
- The IT team requires repeatable and governed deployment processes.
Users and roles
- Customer service representatives (CSRs) handle inbound customer calls.
- Supervisors monitor performance and manage workforce scheduling.
- Administrators configure and maintain the system.
- Roles are defined for CSRs, supervisors, and administrators, but permissions are not consistently enforced.
- Access must be restricted based on user responsibilities to enforce least privilege.
Business requirements
Voice channel
- Customers must be able to contact customer support through an inbound voice channel.
- Incoming calls must be routed to available CSRs based on predefined criteria.
- Customer input must be collected through an automated interaction before routing.
- Some inquiries must be resolved without involving a human representative.
- When escalation is required, CSRs must receive relevant information collected earlier in the interaction.
Workforce management (WFM)
- Supervisors must define shifts and assign schedules for CSRs.
- CSRs must receive interactions during their scheduled shifts only.
- Some shifts must allow for times that do NOT accept phone calls.
- WFM capabilities must be enabled within the contact center solution.
AI and automation
- The solution must support AI-driven capabilities to handle frequently asked customer questions.
- The system must support generative AI for natural, conversational interactions.
- When an issue cannot be resolved automatically, escalation paths must be defined.
Routing and work assignment
- Customer interactions must be managed through a structured process to ensure consistent handling.
- Information collected during the voice agent interactions must be available to CSRs.
- CSRs must be assigned to handle interactions based on their expertise.
Analytics and monitoring
- The company must monitor conversation performance and identify and troubleshoot issues affecting customer experience.
- The solution must provide detailed diagnostic information to support troubleshooting across the interaction lifecycle.
- Supervisors must be able to analyze interaction quality and identify trends and bottlenecks.
Technical requirements
Voice channel configuration
- Dynamics 365 Contact Center must be used to support voice-based customer interactions.
- The solution must support inbound calling through configured phone numbers.
- Voice interactions must be routed in a way that follows best practices for scalability and consistent performance.
IVR and voice agents
- IVR flows must support both naturally spoken input and keypad input.
- Voice agents must be configured by using Copilot Studio.
- AI agents must be able to retrieve customer data from backend systems when needed.
Security and access
- Access must be restricted based on user responsibilities and follow the principle of least privilege.
- CSRs must access records relevant to only the interactions they handle.
- Supervisors must have visibility into CSR performance and schedules.
- Administrators must have full access to configure and manage the solution.
ALM and deployment
- Production deployments must use managed solutions.
- Configuration data must be moved between environments by using supported tools and without manual recreation.
- Deployment processes should be automated to ensure consistency and reliability.
Issues
- The current system lacks integration between voice interactions and CRM systems.
- CSRs receive calls outside of their scheduled shifts.
- Fabrikam, Inc. has no consistent process for deploying configurations across environments.
- AI capabilities are underused, resulting in increased interaction volumes.
- Some customers interact from a noisy environment, which makes it difficult for CSRs and agents to serve them efficiently.
- Supervisors lack visibility into detailed conversation diagnostics.
- Access permissions are not consistently aligned with user responsibilities, causing access inconsistencies.
Drag and Drop Question
You need to design AI-driven interactions based on the voice channel business requirements.
How should you perform the configurations? To answer, move the appropriate features to the correct requirements. You may use each feature once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
正解：
Explanation:
Box 1: Intent-based interaction flow
An Intent-based interaction flow is the setup that directly addresses the problem of automatically resolving common inquiries.
Automatic Resolution: This setup uses Natural Language Processing (NLP) to understand what the caller wants (their "intent") and matches it to pre-configured bot topics. For common inquiries like "What is my order status?" or "How do I reset my password?", the AI agent can complete the task and resolve the issue without human intervention.
Self-Service Efficiency: It acts as an advanced, conversational IVR (Interactive Voice Response) that deflects high-volume, repetitive calls away from your human agents.
Box 2: Context variable configuration
To share previously collected information with downstream interactions in a Dynamics 365 Contact Center AI voice environment, you should use Context variable configuration.
To ensure that downstream components (like Azure Health Bot, Copilot Studio, or routing engines) can read what the initial voice agent collected, you must first define and map Context Variables.
Context variables act as the storage containers for the data.
Escalation context transfer is simply a mechanism that delivers those containers to a human agent. Without configuring the context variables first, the escalation transfer would have no data to pass.
Box 3: Escalation with context transfer
You should use escalation with context transfer.
In a Dynamics 365 Contact Center environment, passing collected interaction data from an AI- driven Voice channel (such as a Copilot Studio voice agent) to a live human representative is natively handled via contextual transfers.
Eliminates Customer Repetition: When the AI agent escalates the call, the entire conversational history, collected customer details, intent, and progress transfer intact.
Automatic Record Linking: Context variables passed during the escalation allow the routing engine to automatically identify and link customer profiles or existing cases.Live Transcript Availability: Once a live representative accepts the call, the complete transcript of the AI agent's voice conversation is populated directly onto their conversation widget dashboard.
Scenario: Business requirements, Voice channel
- Customers must be able to contact customer support through an inbound voice channel.
- Incoming calls must be routed to available CSRs based on predefined criteria.
- Customer input must be collected through an automated interaction before routing.
- Some inquiries must be resolved without involving a human representative.
- When escalation is required, CSRs must receive relevant information collected earlier in the interaction.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/set-up-voice-agents-to-use-intents
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/context-variables-for-bot
https://learn.microsoft.com/en-us/dynamics365/customer-service/develop/bot-escalate-end-conversation
Hotspot Question
A company is implementing Dynamics 365 Contact Center to support Service team 1 and Service team 2.
Service team 1 handles general inquiries. Service team 2 handles complex product issues.
Each team must receive only its own work items.
Service team 1 must be able to handle unidentified work items.
You need to configure the Contact Center environment 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.
正解：
Explanation:
Box 1: Create a queue per team
You should create a separate queue for each team.
In Dynamics 365 Contact Center, using a one-queue-per-team model is the best practice for this scenario to ensure strict routing isolation and clear operational boundaries.
Work Isolation: It ensures Team 1 agents only see general inquiries and Team 2 agents only see complex product issues in their respective dashboards.
Targeted Assignment: You can easily link each queue to a specific routing rule set that evaluates incoming conversations (e.g., based on IVR selection, skill tags, or incoming email address) and sends them to the correct queue.
Distinct Membership: You can assign Team 1 users to the Tea, 1 queue and Team 2 users to the Team 2 queue, preventing agents from accidentally picking up work outside their expertise.
Cleaner Reporting: It allows managers to track historical analytics, service level agreements (SLAs), and handle times for Team 1 and Team 2 independently.
Box 2: Configure fallback queue
You should set up a fallback queue, and it should be mapped to Team 1.
In Dynamics 365 Contact Center unified routing, a workstream-level fallback queue acts as a safety net.
Configure the Fallback Queue:
1. Set Team 1, or a dedicated queue containing Team 1 agents, as the fallback queue for the workstream
2. .Configure Route-to-Queue Rules: Write specific routing rules that identify complex issues and send them to T2.
3. Handling Unidentified Items: Any incoming work item that does not match the complex product criteria-or fails to match any routing rules-will automatically route to the fallback queue (Team
1).
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-queues-manage-activities-cases
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/queues-omnichannel
A company uses Dynamics 365 Contact Center to handle incoming interactions.
Customer service representatives (CSRs) report that when a new work item arrives, they cannot determine the type or context of the request until after accepting it.
CSRs must be able to determine key details about work items before accepting them to decide how to handle the interactions.
You need to configure how work items appear to CSRs.
What should you do?
- A. Configure how work items are prioritized in queues
- B. Define rules for assigning work items to CSRs
- C. Define the title and message shown for incoming conversations
- D. Configure how sessions are arranged in the workspace
正解：B 🗳️
解説: (GoShiken メンバーにのみ表示されます)
Case Study 1 - Fabrikam, Inc
Background
Fabrikam, Inc. is a mid-sized global company that provides outsourced customer support services for retail and telecommunications clients. The company operates multiple regional contact centers. Fabrikam, Inc. is transitioning to a unified cloud-based platform by implementing Microsoft Dynamics 365 Contact Center.
The goal is to improve customer satisfaction, reduce average handling time, and increase workforce productivity while enabling AI-assisted customer interactions.
Fabrikam, Inc. has an established Microsoft ecosystem, including Microsoft Azure and Microsoft Power Platform. The company requires that all implementations follow best practices for scalability, maintainability, and governance, while aligning with internal governance and security standards.
Current environment
Contact Center infrastructure
- Fabrikam, Inc. currently uses an outdated on-premises telephony system that does NOT integrate with modern CRM systems.
- The company is migrating to Dynamics 365 Contact Center to support voice-based interactions.
- Azure resources are centrally managed by the IT team.
- Azure Application Insights is provisioned but not yet connected to any contact center workload.
- Microsoft Entra ID is used for identity and access management.
Application lifecycle management (ALM)
- The company maintains separate development, test, and production environments in Microsoft Dataverse.
- Solutions are deployed as managed or unmanaged depending on the environment.
- Configuration data must be moved between environments without manual recreation.
- The IT team requires repeatable and governed deployment processes.
Users and roles
- Customer service representatives (CSRs) handle inbound customer calls.
- Supervisors monitor performance and manage workforce scheduling.
- Administrators configure and maintain the system.
- Roles are defined for CSRs, supervisors, and administrators, but permissions are not consistently enforced.
- Access must be restricted based on user responsibilities to enforce least privilege.
Business requirements
Voice channel
- Customers must be able to contact customer support through an inbound voice channel.
- Incoming calls must be routed to available CSRs based on predefined criteria.
- Customer input must be collected through an automated interaction before routing.
- Some inquiries must be resolved without involving a human representative.
- When escalation is required, CSRs must receive relevant information collected earlier in the interaction.
Workforce management (WFM)
- Supervisors must define shifts and assign schedules for CSRs.
- CSRs must receive interactions during their scheduled shifts only.
- Some shifts must allow for times that do NOT accept phone calls.
- WFM capabilities must be enabled within the contact center solution.
AI and automation
- The solution must support AI-driven capabilities to handle frequently asked customer questions.
- The system must support generative AI for natural, conversational interactions.
- When an issue cannot be resolved automatically, escalation paths must be defined.
Routing and work assignment
- Customer interactions must be managed through a structured process to ensure consistent handling.
- Information collected during the voice agent interactions must be available to CSRs.
- CSRs must be assigned to handle interactions based on their expertise.
Analytics and monitoring
- The company must monitor conversation performance and identify and troubleshoot issues affecting customer experience.
- The solution must provide detailed diagnostic information to support troubleshooting across the interaction lifecycle.
- Supervisors must be able to analyze interaction quality and identify trends and bottlenecks.
Technical requirements
Voice channel configuration
- Dynamics 365 Contact Center must be used to support voice-based customer interactions.
- The solution must support inbound calling through configured phone numbers.
- Voice interactions must be routed in a way that follows best practices for scalability and consistent performance.
IVR and voice agents
- IVR flows must support both naturally spoken input and keypad input.
- Voice agents must be configured by using Copilot Studio.
- AI agents must be able to retrieve customer data from backend systems when needed.
Security and access
- Access must be restricted based on user responsibilities and follow the principle of least privilege.
- CSRs must access records relevant to only the interactions they handle.
- Supervisors must have visibility into CSR performance and schedules.
- Administrators must have full access to configure and manage the solution.
ALM and deployment
- Production deployments must use managed solutions.
- Configuration data must be moved between environments by using supported tools and without manual recreation.
- Deployment processes should be automated to ensure consistency and reliability.
Issues
- The current system lacks integration between voice interactions and CRM systems.
- CSRs receive calls outside of their scheduled shifts.
- Fabrikam, Inc. has no consistent process for deploying configurations across environments.
- AI capabilities are underused, resulting in increased interaction volumes.
- Some customers interact from a noisy environment, which makes it difficult for CSRs and agents to serve them efficiently.
- Supervisors lack visibility into detailed conversation diagnostics.
- Access permissions are not consistently aligned with user responsibilities, causing access inconsistencies.
You need to resolve inconsistent access across user personas.
What should you do?
- A. Configure access teams with automatic assignment rules
- B. Apply field-level security to persona-specific tables
- C. Create Dataverse security roles aligned to defined personas
- D. Assign customer service representatives to queues based on persona
正解：C 🗳️
解説: (GoShiken メンバーにのみ表示されます)
Case Study 1 - Fabrikam, Inc
Background
Fabrikam, Inc. is a mid-sized global company that provides outsourced customer support services for retail and telecommunications clients. The company operates multiple regional contact centers. Fabrikam, Inc. is transitioning to a unified cloud-based platform by implementing Microsoft Dynamics 365 Contact Center.
The goal is to improve customer satisfaction, reduce average handling time, and increase workforce productivity while enabling AI-assisted customer interactions.
Fabrikam, Inc. has an established Microsoft ecosystem, including Microsoft Azure and Microsoft Power Platform. The company requires that all implementations follow best practices for scalability, maintainability, and governance, while aligning with internal governance and security standards.
Current environment
Contact Center infrastructure
- Fabrikam, Inc. currently uses an outdated on-premises telephony system that does NOT integrate with modern CRM systems.
- The company is migrating to Dynamics 365 Contact Center to support voice-based interactions.
- Azure resources are centrally managed by the IT team.
- Azure Application Insights is provisioned but not yet connected to any contact center workload.
- Microsoft Entra ID is used for identity and access management.
Application lifecycle management (ALM)
- The company maintains separate development, test, and production environments in Microsoft Dataverse.
- Solutions are deployed as managed or unmanaged depending on the environment.
- Configuration data must be moved between environments without manual recreation.
- The IT team requires repeatable and governed deployment processes.
Users and roles
- Customer service representatives (CSRs) handle inbound customer calls.
- Supervisors monitor performance and manage workforce scheduling.
- Administrators configure and maintain the system.
- Roles are defined for CSRs, supervisors, and administrators, but permissions are not consistently enforced.
- Access must be restricted based on user responsibilities to enforce least privilege.
Business requirements
Voice channel
- Customers must be able to contact customer support through an inbound voice channel.
- Incoming calls must be routed to available CSRs based on predefined criteria.
- Customer input must be collected through an automated interaction before routing.
- Some inquiries must be resolved without involving a human representative.
- When escalation is required, CSRs must receive relevant information collected earlier in the interaction.
Workforce management (WFM)
- Supervisors must define shifts and assign schedules for CSRs.
- CSRs must receive interactions during their scheduled shifts only.
- Some shifts must allow for times that do NOT accept phone calls.
- WFM capabilities must be enabled within the contact center solution.
AI and automation
- The solution must support AI-driven capabilities to handle frequently asked customer questions.
- The system must support generative AI for natural, conversational interactions.
- When an issue cannot be resolved automatically, escalation paths must be defined.
Routing and work assignment
- Customer interactions must be managed through a structured process to ensure consistent handling.
- Information collected during the voice agent interactions must be available to CSRs.
- CSRs must be assigned to handle interactions based on their expertise.
Analytics and monitoring
- The company must monitor conversation performance and identify and troubleshoot issues affecting customer experience.
- The solution must provide detailed diagnostic information to support troubleshooting across the interaction lifecycle.
- Supervisors must be able to analyze interaction quality and identify trends and bottlenecks.
Technical requirements
Voice channel configuration
- Dynamics 365 Contact Center must be used to support voice-based customer interactions.
- The solution must support inbound calling through configured phone numbers.
- Voice interactions must be routed in a way that follows best practices for scalability and consistent performance.
IVR and voice agents
- IVR flows must support both naturally spoken input and keypad input.
- Voice agents must be configured by using Copilot Studio.
- AI agents must be able to retrieve customer data from backend systems when needed.
Security and access
- Access must be restricted based on user responsibilities and follow the principle of least privilege.
- CSRs must access records relevant to only the interactions they handle.
- Supervisors must have visibility into CSR performance and schedules.
- Administrators must have full access to configure and manage the solution.
ALM and deployment
- Production deployments must use managed solutions.
- Configuration data must be moved between environments by using supported tools and without manual recreation.
- Deployment processes should be automated to ensure consistency and reliability.
Issues
- The current system lacks integration between voice interactions and CRM systems.
- CSRs receive calls outside of their scheduled shifts.
- Fabrikam, Inc. has no consistent process for deploying configurations across environments.
- AI capabilities are underused, resulting in increased interaction volumes.
- Some customers interact from a noisy environment, which makes it difficult for CSRs and agents to serve them efficiently.
- Supervisors lack visibility into detailed conversation diagnostics.
- Access permissions are not consistently aligned with user responsibilities, causing access inconsistencies.
You need to design a voice agent that meets the voice channel and IVR technical requirements.
What should you do?
- A. Configure routing rules before configuring voice agent interactions
- B. Configure queue assignment before enabling call entry
- C. Configure voice agent interactions before defining routing logic
- D. Assign CSRs before configuring voice agent interactions
正解：C 🗳️
解説: (GoShiken メンバーにのみ表示されます)
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