Practice the AB-250 analytics domain. Questions cover supervisor controls, quality evaluation, reporting, Power BI, and Application Insights diagnostics.
10 questions covering this official AB-250 domain.
Q01 - Question
You plan to roll out screen recording so supervisors can review representative interactions. Which two statements correctly describe the requirements or behavior of screen recording? Each correct answer presents part of the solution.
Domain: Manage analytics for the Dynamics 365 Contact Center (10-15%) Type: Multiple choice
- A. Screen recording captures only the Dynamics 365 Contact Center browser tab.
- B. Each representative must have the desktop companion app installed.
- C. Supervisors must start recording manually for every voice call.
- D. Screen recording must be enabled in the representative's profile configuration.
B and D are correct.
Explanation: Screen recording depends on the desktop companion app on the representative's device and on enabling screen recording in the profile configuration. Plan for both before the rollout, and also assign the Screen Recorder role along with retention controls.
A is incorrect: Screen recording captures the entire screen, not only the application tab, so administrators must review privacy and retention controls before enabling it.
C is incorrect: Automated recording starts for voice calls, so supervisors do not start each recording manually.
Q02 - Question
A contact center manager wants the system to identify when representatives use prohibited wording or omit a required statement, prompt the representative during the interaction, and include the finding in the conversation score. What should you configure?
Domain: Manage analytics for the Dynamics 365 Contact Center (10-15%) Type: Single choice
- A. Quality indicators with scored questions
- B. An evaluation plan with score-range actions
- C. The Monitor action in the Ongoing conversation report
- D. Guardrails that are included in an evaluation plan
D is correct.
Explanation: Guardrails identify prohibited or required behavior and can provide nudges to the representative. Referencing them in an evaluation plan applies the criteria to the selected conversations and includes the results in the score.
A is incorrect: Quality indicators use scored questions but do not provide nudges for prohibited or required behavior.
B is incorrect: Score-range actions trigger follow-up after scoring, so on their own they do not detect the wording or prompt the representative.
C is incorrect: Monitor lets a supervisor observe an Active or Wrap-up conversation in real time and does not score conversations or send nudges.
Q03 - Question
Supervisors in a customized workspace report that the filters and selections they apply to an analytics report are lost when they move between session tabs. What should the administrator configure so that the report keeps its state?
Domain: Manage analytics for the Dynamics 365 Contact Center (10-15%) Type: Single choice
- A. Ask supervisors to save a bookmark before switching session tabs
- B. Set the report page refresh interval to five seconds
- C. Export the report data to Application Insights for persistence
- D. Configure the report view with the Table content type and the matching analytics table
D is correct.
Explanation: The evidence supports D because configuring the report view with the Table content type and the matching analytics table in a customized workspace retains the report state across session tabs.
A is incorrect: Bookmarks are a personalization option for saved views and do not control how the workspace retains report state across session tabs.
B is incorrect: Page refresh intervals apply to real-time page refresh in customized Power BI reports and do not preserve state.
C is incorrect: Application Insights receives conversation lifecycle events for diagnostics and has no role in retaining report state in the workspace.
Q04 - Question
A campaign targets customers in several time zones. The business requires that no customer is contacted outside the allowed hours in the customer's own location. Which campaign configuration meets this requirement?
Domain: Manage analytics for the Dynamics 365 Contact Center (10-15%) Type: Single choice
- A. Configure quiet hours and set the campaign to use the customer's local time zone.
- B. Configure quiet hours and set the campaign to use UTC for all records.
- C. Rely only on daily and weekly frequency limits to control when records are dialed.
- D. Enable SMS fallback so that voice calls are never placed.
A is correct.
Explanation: Quiet hours define when contact is not allowed, and selecting the customer-local time zone applies those hours to each customer's location rather than to a single fixed offset.
B is incorrect: UTC applies one offset to every record, so customers in other time zones can be contacted outside their allowed local hours.
C is incorrect: Daily and weekly limits control how often a customer is contacted, not the hours during which contact is allowed.
D is incorrect: SMS fallback changes the delivery channel and does not restrict the hours during which the campaign contacts customers.
Q05 - Question
A support engineer must find out why a specific conversation was not assigned to an agent. The organization wants to use Azure Application Insights for this investigation. Which approach meets the requirement?
Domain: Manage analytics for the Dynamics 365 Contact Center (10-15%) Type: Single choice
- A. Enable real-time page refresh at ten seconds on a customized Power BI report
- B. Set up a Power Platform data export to Application Insights from a Managed Environment, then query Traces by conversation ID and subscenario
- C. Read the transcript content stored in Application Insights for the affected conversation
- D. Add the analytics table to the report view so the assignment details persist across session tabs
B is correct.
Explanation: The evidence supports B because conversation diagnostics requires a Managed Environment, relevant licensing, Azure access, and a Power Platform data export to Application Insights. You then query Traces by conversation ID and subscenario.
A is incorrect: Page refresh intervals control how often a customized Power BI report updates and do not surface routing events for a single conversation.
C is incorrect: The export sends conversation lifecycle routing and state events, but it does not capture conversation content.
D is incorrect: Report view configuration retains report state in a customized workspace and does not provide lifecycle diagnostics.
Q06 - Question
A contact center needs a report layout and measures that the built-in dashboards do not provide, and the report must be available to supervisors inside Copilot Service workspace. Which option should the administrator choose?
Domain: Manage analytics for the Dynamics 365 Contact Center (10-15%) Type: Single choice
- A. Customize the Power BI data model in a Fabric workspace and embed the custom report into Copilot Service workspace
- B. Use the built-in real-time dashboards and apply filter groups
- C. Export conversation lifecycle events to Application Insights and build KQL queries
- D. Ask supervisors to personalize the built-in reports with bookmarks
A is correct.
Explanation: The evidence supports A because data model customization selects a Fabric workspace, provisions copied data models, grants permissions, and embeds custom reports into Copilot Service workspace. This provides customized reporting when built-in dashboards are insufficient.
B is incorrect: Real-time dashboards with filter groups show the built-in content and cannot add new measures or a new report layout.
C is incorrect: Application Insights receives conversation lifecycle events for diagnostics and does not deliver supervisor reports in the workspace.
D is incorrect: Bookmarks are a personalization option on existing reports and do not extend the data model.
Q07 - Question
A collections team requires that a representative review each customer record before the outbound voice call is placed. No AI agent may handle these calls. Which voice dialing mode should you select in the outbound workstream?
Domain: Manage analytics for the Dynamics 365 Contact Center (10-15%) Type: Single choice
- A. Copilot dial
- B. Preview dial
- C. Progressive dial
- D. Predictive dial
B is correct.
Explanation: Preview dial is representative-led only, so it matches a requirement where a representative reviews the record and no AI agent handles the call.
A is incorrect: Copilot dial is AI-led only, so it cannot be used for representative-led calls.
C is incorrect: Progressive dial supports both AI-led and representative-led engagement, so it does not restrict handling to representatives, and progressive dialing carries commercial marketing and regulatory restrictions.
D is incorrect: Predictive dial also supports both AI-led and representative-led engagement and carries commercial marketing and regulatory restrictions, so it does not enforce representative review.
Q08 - Question
A business analyst needs to view historical analytics reports in Dynamics 365 Contact Center. The analyst must not receive supervisor intervention capabilities or administrative permissions. What should you configure?
Domain: Manage analytics for the Dynamics 365 Contact Center (10-15%) Type: Single choice
- A. Assign the System Administrator role to the analyst.
- B. Create a custom security role that grants read privileges on the historical analytics report entities.
- C. Assign the Supervisor role to the analyst.
- D. Add the analyst to the User group view in the real-time analytics reports.
B is correct.
Explanation: A custom role can grant targeted read access to specific analytics entities, including historical, real-time, record routing, Customer Service, Copilot, and knowledge analytics. Grant read privileges only on the historical analytics report entities the analyst needs.
A is incorrect: System Administrator grants broad administrative permissions beyond report access.
C is incorrect: The Supervisor role grants analytics access but also includes supervisor capabilities that the analyst must not have.
D is incorrect: The User group view is a real-time report view, not a security mechanism that grants access to analytics data.
Q09 - Question
A contact center operations team already uses the built-in historical and real-time dashboards. Engineering now needs to investigate the lifecycle of individual conversations and analyze overall system health when routing problems are reported. Which reporting layer should the team use for this requirement?
Domain: Manage analytics for the Dynamics 365 Contact Center (10-15%) Type: Single choice
- A. Built-in historical dashboards in Copilot Service workspace
- B. Built-in real-time dashboards in Copilot Service workspace
- C. Application Insights telemetry for conversation lifecycle diagnostics
- D. Customized Power BI reports hosted in a Fabric workspace
C is correct.
Explanation: The evidence supports C because Application Insights telemetry is the layer intended for conversation lifecycle diagnostics and system health analysis, so it fits an investigation into how individual conversations progressed and where routing problems occurred.
A is incorrect: Historical dashboards show trends over time, not lifecycle diagnostics for a single conversation.
B is incorrect: Real-time dashboards give near-real-time operational views of current work, not lifecycle event diagnostics.
D is incorrect: Power BI and Fabric customization extends report content and data models, but it is not the telemetry layer used for conversation diagnostics.
Q10 - Question
Supervisors in your contact center must be able to move in-progress messaging conversations to a different representative. Management states that supervisors must not be able to end voice calls. Which configuration of the supervisor action toggles meets both requirements?
Domain: Manage analytics for the Dynamics 365 Contact Center (10-15%) Type: Single choice
- A. Enable Force Close only.
- B. Enable Monitor and Force Close.
- C. Enable Transfer and leave Force Close disabled.
- D. Enable Assign and Force Close.
C is correct.
Explanation: Transfer is the supervisor action for messaging channels, so enabling it lets supervisors move in-progress messaging conversations. Force Close applies to both voice and messaging, so leaving it disabled prevents supervisors from ending voice calls.
A is incorrect: Force Close ends conversations rather than moving them, and it applies to voice as well as messaging, which conflicts with the requirement.
B is incorrect: Monitor only provides visibility into a conversation, and enabling Force Close gives supervisors the ability to end voice calls.
D is incorrect: Assign applies to conversations that are open and not yet assigned, so it does not move in-progress conversations, and Force Close allows supervisors to end voice calls.