Free AB-250 sample questions

Correct answer: Phone numbers associated with outbound profiles must have the 'Make calls' option enabled in their plan, and toll-free numbers cannot be used for outbound calling.

To configure outbound calling profiles, the associated phone numbers must have the 'Make calls' capability enabled in their calling plan under Channels > Phone numbers. Furthermore, under Dynamics 365 Contact Center voice channel rules, toll-free numbers are strictly inbound-only and cannot be used for outbound calling. Shared or geographic numbers are supported. Outbound calling profiles require association with a voice queue and capacity profile, but toll-free numbers remain prohibited for outbound dialing regardless of queue type.

Correct answer: Calling or SMS plans cannot be changed or upgraded once a phone number has been attached to an active workstream.

According to Microsoft documentation for managing phone numbers in Dynamics 365 Contact Center, calling or SMS plan features cannot be upgraded or altered after a phone number has been attached to a workstream. To change features on the number, the administrator must detach the number from the workstream, apply the plan update or purchase an upgraded plan, and re-associate it with the channel workstream. Microsoft Entra tenant-level locks or Azure Communication Services manual sync triggers do not explain this UI behavior.

Correct answer: The dialing engine automatically switches from Predictive to Progressive dialing until the number of available representatives reaches 10 or more.

Predictive dialing relies on statistical modeling that requires a critical mass of available staff to accurately forecast call completion and abandonment rates. Microsoft Dynamics 365 Contact Center enforces a minimum threshold of 10 available representatives for Predictive dial mode. If available staffing drops below 10, the engine automatically falls back to Progressive dialing (1 call per available representative) to prevent call abandonment, and resumes Predictive dialing once staffing reaches 10 or higher.

Correct answers: The mode is strictly AI agent-led and does not reserve or involve human representatives during initial call placement.; It connects answered outbound calls directly to an interactive Copilot AI agent to deliver notifications, reminders, or collect self-service responses.

Copilot dial mode is an AI agent-led outbound dial mode. It automatically dials out and connects answered calls directly to the configured Copilot AI agent without placing human representatives on hold or reserving queue capacity ahead of time. Representatives can still receive warm transfers if the AI agent escalates, but initial engagement is automated. Preview mode is representative-led. Copilot dial mode does not require 10 representatives (that applies to Predictive dialing).

Copilot dial mode is tailored for high-volume automated communications (such as appointment reminders, outage alerts, and payment notifications) where the Copilot AI agent conducts the conversation over the voice channel.

Correct answer: Progressive and Predictive dialing modes or AI agent-led calls are prohibited for commercial sales or telemarketing under Microsoft Terms of Service, and their connection delays fail to comply with TCPA telemarketing requirements.

Microsoft documentation explicitly specifies that Progressive and Predictive dial modes, as well as AI agent-led outbound calling, are prohibited for commercial sales and marketing under Microsoft terms of service. Furthermore, call connection latencies inherent in automated algorithmic dialing when transferring to a representative do not comply with the strict live-connection requirements of the Telephone Consumer Protection Act (TCPA) for telemarketing. Proactive engagement in Dynamics 365 Contact Center is intended for informational notifications, customer care, appointment reminders, and transactional follow-ups.

Correct answer: WFM Forecaster

The WFM Forecaster security role grants privileges to create, edit, delete, and duplicate forecast scenarios, capacity plans, and operational calendars without providing tenant-wide WFM configuration privileges. In contrast, the WFM Administrator role has full configuration access over all WFM and quality settings. The WFM Scheduler builds shift plans and schedules agents but cannot create forecast scenarios. The WFM Intraday Analyst monitors real-time adherence and reads scenarios without creation rights.