AB-100: Agentic AI Business Solutions Architect › Practice Assessment for Exam AB-100: Agentic AI Business Solutions Architect › Question #26650
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Q

A company uses Microsoft Dynamics 365 Customer Service as its CRM system.

The company deploys Microsoft 365 Copilot for Service to customer service representatives who use Microsoft Teams and Outlook.

Users can open the Copilot for Service app in Outlook, but saving emails and appointments to Dynamics 365 Customer Service fails for most users.

You need to configure the CRM environment to support saving Outlook emails and appointments.

What should you do?

ID: #26650 Practice Assessment for Exam AB-100: Agentic AI Business Solutions Architect 3 views
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#26650Q ID
ModerateDifficulty
Practice Assessment for Exam AB-100: Agentic AI Business Solutions ArchitectTopic
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  • A Enable transcription in the Microsoft Teams admin center. ✔ ✖
  • B Create a Teams app setup policy to install and pin the Copilot for Service app.. ✔ ✖
  • C Enable the Salesforce connector in the environment data loss prevention (DLP) policy. ✔ ✖
  • D Turn on server-side synchronization with Microsoft Exchange Online and approve and test user mailboxes. ✔ ✖
Correct Answer

Explanation

Objective:

2.3 Orchestrate configuration for prebuilt agents and apps

What This Item Tests:

Orchestrate the configuration of Microsoft 365 Copilot for Sales and Microsoft 365 Copilot for Service

Additional Reading:

Set up your CRM environment

Service in Microsoft 365 Copilot architecture

Rationale:

Server-side synchronization with Exchange Online is required for Dynamics 365 to track and save emails and appointments from Outlook, and approving and testing user mailboxes ensures proper configuration; Enabling a Salesforce connector is unrelated to Dynamics 365 Customer Service; Installing or pinning the app in Teams does not enable email and calendar synchronization; Transcription settings in Teams are unrelated to Outlook email and appointment tracking.

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