Design AI and Agents for Business Solutions AB-100 Practice Questions (Page 12)

Questions 56–60

1. 56application · medium

   A telecom company uses Dynamics 365 Contact Center. They want an agent to handle customer inquiries across chat, email, and social channels, and escalate to a human agent when the customer requests it. What should the architect design?

   • ASeparate agents for each channel, each with its own escalation topic.
   • BA single agent that only works on chat and email, with social handled by a human.
   • CAn autonomous agent that decides when to escalate without customer input.
   • DA single agent with multiple channel configurations and an escalation topic that hands off to a human agent.
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2. 57application · medium

   A contact center uses Dynamics 365 Contact Center and wants to deploy an agent that can handle chat and voice interactions, escalate to a human when needed, and maintain context across channels. What should the architect design?

   • AAn agent that uses only fallback topics to handle all channel interactions.
   • BA chat-only agent that transfers voice calls to a human without any bot involvement.
   • CSeparate agents for chat and voice, each with its own topic design and no shared context.
   • DA single Copilot Studio agent connected to both chat and voice channels with a unified session context.
   Reveal Solution Discussion Select an answer first
4. 58foundation · easy

   Which of the following is an example of a Copilot customization in Dynamics 365?

   • ASetting up a new email server for notifications
   • BCreating a custom topic that handles frequently asked questions about product returns
   • CAdding a new field to a customer record
   • DChanging the color scheme of the Dynamics 365 user interface
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5. 59foundation · easy

   Which of the following is an example of a task agent?

   • AAn agent that monitors network security threats
   • BAn agent that holds a natural language conversation with a customer
   • CAn agent that decides the company's quarterly strategy
   • DAn agent that automatically updates customer records after a purchase
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6. 60application · medium

   An organization is designing an intelligent application that uses AI to process customer data. The architect must ensure the solution is reliable, secure, and cost-effective. What should the architect apply?

   • AThe Microsoft Azure Well-Architected Review tool to automatically fix all issues.
   • BThe Microsoft AI Red Teaming framework to test the AI model.
   • CThe Microsoft Power Platform Well-Architected Framework to evaluate the workload across reliability, security, cost, and operations.
   • DThe Microsoft Cloud Adoption Framework to plan the migration.
   Reveal Solution Discussion Select an answer first