Practice the AB-250 representative experience domain. Questions cover experience profiles, session and notification templates, the agent inbox, productivity tools, and knowledge management.
10 questions covering this official AB-250 domain.
Q01 - Question
A contact center has two representative groups. Tier 1 representatives should see only Copilot and knowledge search in the productivity pane. Tier 2 representatives should also see scripts, macros, and a custom tool. Which approach meets this requirement?
Domain: Configure the Dynamics 365 Contact Center representative experience (15-20%) Type: Single choice
- A. Create one session template per group and list the allowed productivity tools in each template.
- B. Create a separate experience profile for each group and enable only the required productivity tools in each profile.
- C. Create one macro per group that hides the productivity tools the group must not use.
- D. Create a separate Teams chat configuration for each group to control productivity pane visibility.
B is correct.
Explanation: An experience profile controls which productivity tools a representative sees in the session-scoped productivity pane, so you can assign a profile per group and enable only Copilot and knowledge search for Tier 1 and the additional tools for Tier 2.
A is incorrect: Session templates define session behavior and are used to associate scripts, but they are not the setting that governs which productivity tools appear for each representative group.
C is incorrect: Macros automate actions such as record, session, conversation, and flow steps; they do not control tool visibility in the productivity pane.
D is incorrect: Teams chat configuration enables the collaboration experience only and does not determine which other productivity tools are shown.
Q02 - Question
You build a guided script with text steps, a macro step, and a nested script step. Representatives report that the script never appears when they open a case session. What should you verify first?
Domain: Configure the Dynamics 365 Contact Center representative experience (15-20%) Type: Single choice
- A. That each text step includes an OData query to retrieve the case record.
- B. That the macro step is converted into a Power Automate flow step.
- C. That the nested script is removed, because scripts cannot call other scripts.
- D. That the script is associated with the session template used for the case session.
D is correct.
Explanation: A script surfaces to representatives only when it is associated with a session template, so confirm the association with the session template that starts the case session.
A is incorrect: Scripts can use session-context slugs and OData queries, but a query in a text step is not required for the script to appear.
B is incorrect: Macro steps are valid script step types, and macros can call Power Automate flows, so no conversion is needed to make the script visible.
C is incorrect: Scripts support text, macro, and nested-script steps, so a nested script does not block the script from appearing.
Q03 - Question
A published troubleshooting article must be updated with new steps, and the same guidance must also be made available in French. Which two actions should the knowledge team take? Each correct answer presents part of the solution.
Domain: Configure the Dynamics 365 Contact Center representative experience (15-20%) Type: Multiple choice
- A. Create a new version of the article for the updated steps instead of editing the published article in place.
- B. Publish the updated version and the current version at the same time so representatives can compare them.
- C. Author the French content as a related translation and have it reviewed before publication.
- D. Create a separate category for each language so that language selection is handled by the category hierarchy.
A and C are correct.
Explanation: Versioning preserves the published guidance while the new content is prepared, so create a version rather than editing published content in place. Translations are independently authored localized content and must go through review before they are published.
B is incorrect: Only one version of an article can be published, so two versions cannot be live at the same time.
D is incorrect: Categories organize records hierarchically and should stay distinct and maintainable. Use related translations for language variants rather than duplicating the category structure per language.
Q04 - Question
You need to configure the workspace so that each conversation session opens with the customer record as the anchor tab and an additional tab for order history. You also need incoming work alerts to display customer context, a timer, and accept or reject actions. Which two configurations should you use? Each correct answer presents part of the solution.
Domain: Configure the Dynamics 365 Contact Center representative experience (15-20%) Type: Multiple choice
- A. Configure a session template
- B. Configure a notification template
- C. Configure an inbox view
- D. Configure a security role
A and B are correct.
Explanation: The evidence states that session templates define the anchor and additional tabs for a session, while notification templates control the alert context, timers, and accept or reject actions for incoming work.
C is incorrect: An inbox view organizes supported work items for the representative; it does not define which tabs open in a session or how an incoming alert behaves.
D is incorrect: A security role governs access permissions and does not define session layout, anchor tabs, or notification alert content.
Q05 - Question
You are configuring the inbox for service representatives. You must ensure the inbox is available for the representatives. You also need to determine how voice calls behave when channel-focused inbox settings are applied. What should you conclude?
Domain: Configure the Dynamics 365 Contact Center representative experience (15-20%) Type: Single choice
- A. The inbox is available only for custom experience profiles, and voice calls always open as new sessions
- B. The inbox is available for all experience profiles, and voice calls open in the inbox
- C. The inbox is available only when a session template is configured, and voice calls always open as new sessions
- D. The inbox is available only for custom experience profiles, and voice calls open in the inbox
A is correct.
Explanation: The evidence states that the inbox is available only for custom profiles, and voice calls always open as new sessions regardless of channel-focused inbox settings.
B is incorrect: The inbox is not available for default profiles; it is only available for custom profiles, and voice calls do not open in the inbox.
C is incorrect: The inbox is enabled through a custom experience profile, not by configuring a session template.
D is incorrect: While the inbox is only available for custom experience profiles, voice calls do not open in the inbox; they always open as new sessions.
Q06 - Question
A developer must extend the representative workspace so that a custom tool can send a message to an ongoing conversation and then open a new session tab for the linked record. Which combination of APIs should the developer use?
Domain: Configure the Dynamics 365 Contact Center representative experience (15-20%) Type: Single choice
- A. Use the Omnichannel JavaScript API to send the message to the conversation, and use Microsoft.Apm to create and focus the tab.
- B. Use Microsoft.Apm to send the message to the conversation, and use the Omnichannel JavaScript API to create and focus the tab.
- C. Use the Omnichannel JavaScript API for both the message and the tab, because Microsoft.Apm supports only slug updates.
- D. Use Microsoft.Apm for both actions, because the Omnichannel JavaScript API supports only read operations.
A is correct.
Explanation: The Omnichannel JavaScript API gets or opens conversations and links, unlinks, or sends messages to them, while Microsoft.Apm creates, focuses, and closes sessions or tabs.
B is incorrect: The responsibilities are reversed; Microsoft.Apm does not send conversation messages and the Omnichannel JavaScript API does not create session tabs.
C is incorrect: Microsoft.Apm also manages sessions and tabs in addition to updating slug values with updateContext.
D is incorrect: The Omnichannel JavaScript API performs conversation actions such as linking, unlinking, and sending messages, not only read operations. Relevant users still need the App Profile user or Productivity tools user role.
Q07 - Question
You need to configure an application tab that opens a page displaying the specific record tied to the current conversation. How should you configure the application tab template?
Domain: Configure the Dynamics 365 Contact Center representative experience (15-20%) Type: Single choice
- A. Set the communication panel mode on the session template to docked
- B. Select a page type and supply parameters that resolve at runtime
- C. Configure a notification template to pass the record as an alert context
- D. Enable the inbox on the experience profile and add a record card
B is correct.
Explanation: The evidence states that application-tab templates use page types and runtime token parameters to resolve and display context-specific records when opened.
A is incorrect: The communication panel mode on a session template controls the display of the conversation panel; it does not configure the dynamic record content of an application tab.
C is incorrect: A notification template controls incoming work alerts, not the application tabs displayed within an active session.
D is incorrect: Enabling the inbox and configuring record cards consolidates work items for the representative; it does not define the content of an application tab within a session.
Q08 - Question
You add a custom productivity tool that hosts a published Power Apps custom page. The page opens in the productivity pane, but it does not show data for the record in the active session. What should you do?
Domain: Configure the Dynamics 365 Contact Center representative experience (15-20%) Type: Single choice
- A. Add the custom page to a session template so the session passes its context to the page.
- B. Publish the custom page as a PCF control, because only PCF controls receive session context.
- C. Use the App profile manager updateContext method in custom code to pass the session context to the tool.
- D. Enable Teams chat in the experience profile so connected chats supply the record association.
C is correct.
Explanation: Custom productivity tools are not automatically bound to session context, so custom code must pass the context values by using the App profile manager updateContext method.
A is incorrect: Adding the page to a session template does not create the missing context binding for a custom tool hosted in the productivity pane.
B is incorrect: A custom tool can host either a published custom page or a PCF control, and neither type receives session context implicitly.
D is incorrect: Teams chat retains record association for connected chats, but it does not supply session context to a custom productivity tool.
Q09 - Question
An author uses Copilot to suggest a title, keywords, and description for a new knowledge article that documents a policy change taking effect at the start of next month. Which approach meets authoring and publication requirements?
Domain: Configure the Dynamics 365 Contact Center representative experience (15-20%) Type: Single choice
- A. Accept the Copilot suggestions without change and publish the article immediately so representatives can start using it.
- B. Review and correct the Copilot-generated metadata, assign a user as primary author, and schedule publication for the policy effective date.
- C. Publish the article immediately and set an expiration date on the day the policy takes effect.
- D. Leave the article in draft and ask representatives to open the draft record when customers ask about the policy.
B is correct.
Explanation: Copilot suggestions are a starting point and require review before the article moves forward. Accurate title, keywords, description, and body plus a user primary author keep the record discoverable and accountable, and scheduled publication releases the content on the date the policy applies.
A is incorrect: Unreviewed suggestions can carry inaccurate metadata into published guidance, and skipping review removes the control that keeps article quality governed.
C is incorrect: Expiration removes content from active use. Publishing early and expiring on the effective date makes current guidance available too soon and then withdraws it exactly when it is needed.
D is incorrect: Draft content has not completed review or publication, so it is not the governed version that representatives and customer-facing channels should use.
Q10 - Question
A representative is currently assigned to a custom experience profile. You need to assign the representative to a different custom experience profile. What must you do to complete the reassignment?
Domain: Configure the Dynamics 365 Contact Center representative experience (15-20%) Type: Single choice
- A. Add the representative to both profiles and set the new profile as primary
- B. Remove the representative from the current profile, and then add them to the new profile
- C. Configure optional role mapping to override the current profile
- D. Duplicate the new profile settings into the current profile
B is correct.
Explanation: The evidence states that a representative can only belong to one experience profile and must be removed from a current profile before being added to another.
A is incorrect: A representative can only belong to exactly one profile; multiple assignments with a primary designation are not supported.
C is incorrect: Optional role mapping associates an experience profile with a security role, but it does not bypass the requirement that a representative can only belong to one profile.
D is incorrect: Duplicating settings alters the current profile for all its members rather than correctly moving the single representative to the new profile.