AB-100: Agentic AI Business Solutions Architect › Practice Assessment for Exam AB-100: Agentic AI Business Solutions Architect › Question #26647
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Q

A company has Microsoft Dynamics 365 Contact Center and a Microsoft Copilot Studio agent connected to a voice workstream. The agent can escalate to a service representative.

Voice callers who complete self-service remain connected even after the agent sends a closing message.

You need to recommend a method to ensure that non-escalated voice calls are explicitly ended in Dynamics 365 Contact Center.

What should you recommend?

ID: #26647 Practice Assessment for Exam AB-100: Agentic AI Business Solutions Architect 4 views
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#26647Q ID
ModerateDifficulty
Practice Assessment for Exam AB-100: Agentic AI Business Solutions ArchitectTopic
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  • A Set the closeOmnichannelConversation variable to true directly in the agent instructions. ✔ ✖
  • B Configure the voice workstream to use automatic wrap‑up rules to close calls after self‑service. ✔ ✖
  • C Add a goodbye topic that uses the End conversation node without calling Microsoft Power Automate. ✔ ✖
  • D Create an end-of-conversation topic that calls a Microsoft Power Automate flow to return CloseOmnichannelConversation = true, and then end the conversation. ✔ ✖
Correct Answer

Explanation

Objective:

2.1 Design AI and agents for business solutions

What This Item Tests:

Design agents for integration with Dynamics 365 Contact Center channels

Additional Reading:

Integrate a Copilot agent

Contact center retaining existing CRM and using Dynamics 365 Contact Center

Contact center using existing CRM and CCaaS solution with Copilot for Service and Copilot Studio

Rationale:

Voice workstreams in Dynamics 365 Contact Center do not automatically close when a Copilot Studio agent finishes a self‑service interaction. The agent must explicitly trigger a call termination by invoking a Power Automate flow that returns the CloseOmnichannelConversation value, and then ending the conversation. Setting variables inside the agent, relying on goodbye topics, and using wrap‑up rules do not close an active voice call.

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