AB-250 practice test

Implementing the product: the Copilot Service workspace, connectors and their extension, embedded mode inside another application, Copilot over third-party contact centre platforms, agent simulation for evaluating journeys, the Health Agent, and agents that perform transformation, migration and configuration. Then deployment itself: rolling agents out through the Agent hub, solutions and application lifecycle management, managing an omnichannel environment, and users with their settings, accounts, security roles, personas and capacity profiles.

Chat and digital channels: the chat channel, record-based and custom messaging channels, embedding a widget, proactive chat, pre-chat surveys, quick replies, the live chat and messaging software development kits, chat authentication and customer settings, and real-time translation. Voice: provisioning the channel, integrating a third-party interactive voice response system, phone numbers, inbound and outbound calling profiles, recording, transcription and translation, representative feedback and the platform's call interface. Then channel features across both: context variables, automatic customer identification, automatic closure, consult and transfer, sensitive data masking, custom presences, message templates and automated messages, the timeline and channel integration framework, proactive outbound campaigns with their workstreams, triggers, dialling methods and dashboard, and workforce management with shifts, scheduling, forecasting and third-party integration.

Assistive capabilities: Copilot summaries, the question-answering feature, knowledge sources, extending Copilot with prompt plugins and tools, the Copilot analytics report and smart assist. Then voice agents: interactive voice response built with generative or classic orchestration, variables in Copilot Studio, securing the voice channel, compliant call recording, session initiation protocol header transfers, the real-time speech agent, dual-tone multi-frequency, natural language and speech-based response, voice triggers, multilingual behaviour and the practices that make voice agents work.

Queues with their prioritisation, overflow and fallback, assignment methods and operating hours, and routing: workstreams with context variables and associated agents, work classification rules, the engagement agent, skills-based routing and its AI-enabled form, intent-based routing, preferred representative routing, routing for records, basic rule sets, and diagnosing what routing actually did through conversation diagnostics.

Experience profiles, application tab and session templates, the inbox with custom views and notification templates, productivity tools including custom panels, scripts with their slugs, macros and Teams collaboration, extending the panel through the app profile manager interface and the representative experience through the Omnichannel interface, and knowledge management: internal search, external sources, knowledge-enabled tables, the Customer Knowledge Management agent and knowledge surfaced in portals.

The supervisor experience: settings, the Quality Evaluation agent, access to analytics and dashboards, supervisor actions on live conversations and the supervisor app. Then reporting: customising the indicators in the analytics reports through the embedded Power BI editor, embedding the standard reports in the workspace, customising and extending historical and real-time reports with Power BI and Power BI Desktop, and configuring conversation diagnostics and telemetry through Application Insights.