Microsoft : AB-100

Case study -
This is a case study. Case studies are not timed separately from other exam sections. You can use as much exam
time as you would like to complete each case study. However, there might be additional case studies or other
exam sections. Manage your time to ensure that you can complete all the exam sections in the time provided. Pay
attention to the Exam Progress at the top of the screen so you have sufficient time to complete any exam sections
that follow this case study.
To answer the case study questions, you will need to reference information that is provided in the case. Case
studies and associated questions might contain exhibits or other resources that provide more information about
the scenario described in the case. Information provided in an individual question does not apply to the other
questions in the case study.
A Review Screen will appear at the end of this case study. From the Review Screen, you can review and change
your answers before you move to the next exam section. After you leave this case study, you will NOT be able to
return to it.
To start the case study -
To display the first question in this case study, select the "Next" button. To the left of the question, a menu
provides links to information such as business requirements, the existing environment, and problem statements.
Please read through all this information before answering any questions. When you are ready to answer a question,
select the "Question" button to return to the question.
Background -
Fabrikam, Inc., is a global consumer goods company that is undergoing a digital transformation initiative to migrate
its entire infrastructure to the Microsoft cloud. As a key element of this cloud migration, the company will
implement Microsoft Dynamics 365 Sales, moving away from the current on-premises proprietary technologies
used by its business-to-business (B2B) sales team.
As part of the cloud migration, Fabrikam will adopt an AI-first approach to its business solutions and implement AI
solutions, wherever possible, to streamline operations.
Problem Statements -
Fabrikam's infrastructure currently relies on various on-premises systems that require sales executives to use
corporate computers with physical keyboards to access business information during customer interactions. Mobile
phones cannot be used for these purposes, as the systems depend on keyboard input. As a result, the sales
executives spend a lot of time using keyboards to search for data on several disparate systems and file servers,
rather than focusing on the customers. This affects the customer experience.
Fabrikam stakeholders are concerned that users will be hesitant to adopt AI. If the AI initiatives are NOT adopted,
cost savings will never be realized. Additionally, funding for future AI initiatives will depend on demonstrating an
increase in AI adoption month over month. As the AI agent initiative for the sales team will be the first for
Fabrikam, the rapid adoption of the agent is a high priority.
Planned Initiatives -
General -
Fabrikam management has prioritized AI-driven projects to improve efficiency, customer engagement, and
responsible AI adoption. The current application infrastructure is on-premises and must be migrated to the cloud
to support the adoption of these technologies.
Infrastructure Migration -
Fabrikam plans to migrate from its current on-premises infrastructure to a completely cloud-based topology; this
will include user authentication, the security framework, and, primarily, the adoption of the services by end users.
All the data from the different systems will be consolidated into a single data source - a common data model that
will use a Microsoft Dataverse environment as a single source of truth (SSOT) for the sales team.
Sales Cycle Enablement -
To achieve the company's objectives, Fabrikam intends to implement the following strategies to enhance the sales
cycle:
Use low-code development to create a single AI agent that has Dataverse as its core component.
Ensure that sales managers can access unanswered correspondence from prospects and intervene as appropriate.
Replace the previous proprietary software with Dynamics 365 Sales to track sales cycles and customer
interactions.
Have the sales executives use Dynamics 365 Sales to track interactions for open opportunities and send follow-up
communications to prospects.
Have the sales executives use handsfree headsets to interact with an AI agent when they have questions about
internal policies or customer data.
Requirements -
Infrastructure Migration -
Fabrikam has identified the following infrastructure migration requirements:
Azure must be used for all future infrastructure workloads.
The company must follow Microsoft-recommended methodologies for infrastructure migration to the cloud.
Any created AI agents must have their return on investment (ROI) calculated to ensure that the solution will save
the company money.
Sales Cycle Enablement -
Fabrikam has identified the following requirements for sales cycle enablement:
The final AI agent must follow Microsoft recommendations for a conversational user experience.
A designated checklist must be reviewed to ensure that the AI agent follows Microsoft deployment
recommendations for a compliant solution.
Detailed telemetry must be logged for the first created AI agent to help troubleshoot and optimize the agent
during the initial AI agent adoption process.
Unexpected AI agent actions must end in an escalation to a live representative. For example, a sales executive
must be rerouted to a representative if the agent cannot answer a question after two failed attempts.
The return on investment (ROI) of switching from the current process to the future process is required for
stakeholder sign off.
The sales team must use Dynamics 365 Sales to correspond with prospects more quickly and efficiently than
currently.
Sales managers must report on the adoption of the AI agent to key Fabrikam stakeholders on a monthly basis.
Any sensitive information, such as user IDs and names, shared via the AI agent must be tracked for future auditing.
Which framework should you use to meet the AI agent requirements for the sales cycle enablement? To answer,
select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Case study -
This is a case study. Case studies are not timed separately from other exam sections. You can use as much exam
time as you would like to complete each case study. However, there might be additional case studies or other
exam sections. Manage your time to ensure that you can complete all the exam sections in the time provided. Pay
attention to the Exam Progress at the top of the screen so you have sufficient time to complete any exam sections
that follow this case study.
To answer the case study questions, you will need to reference information that is provided in the case. Case
studies and associated questions might contain exhibits or other resources that provide more information about
the scenario described in the case. Information provided in an individual question does not apply to the other
questions in the case study.
A Review Screen will appear at the end of this case study. From the Review Screen, you can review and change
your answers before you move to the next exam section. After you leave this case study, you will NOT be able to
return to it.
To start the case study -
To display the first question in this case study, select the "Next" button. To the left of the question, a menu
provides links to information such as business requirements, the existing environment, and problem statements.
Please read through all this information before answering any questions. When you are ready to answer a question,
select the "Question" button to return to the question.
Background -
Fabrikam, Inc., is a global consumer goods company that is undergoing a digital transformation initiative to migrate
its entire infrastructure to the Microsoft cloud. As a key element of this cloud migration, the company will
implement Microsoft Dynamics 365 Sales, moving away from the current on-premises proprietary technologies
used by its business-to-business (B2B) sales team.
As part of the cloud migration, Fabrikam will adopt an AI-first approach to its business solutions and implement AI
solutions, wherever possible, to streamline operations.
Problem Statements -
Fabrikam's infrastructure currently relies on various on-premises systems that require sales executives to use
corporate computers with physical keyboards to access business information during customer interactions. Mobile
phones cannot be used for these purposes, as the systems depend on keyboard input. As a result, the sales
executives spend a lot of time using keyboards to search for data on several disparate systems and file servers,
rather than focusing on the customers. This affects the customer experience.
Fabrikam stakeholders are concerned that users will be hesitant to adopt AI. If the AI initiatives are NOT adopted,
cost savings will never be realized. Additionally, funding for future AI initiatives will depend on demonstrating an
increase in AI adoption month over month. As the AI agent initiative for the sales team will be the first for
Fabrikam, the rapid adoption of the agent is a high priority.
Planned Initiatives -
General -
Fabrikam management has prioritized AI-driven projects to improve efficiency, customer engagement, and
responsible AI adoption. The current application infrastructure is on-premises and must be migrated to the cloud
to support the adoption of these technologies.
Infrastructure Migration -
Fabrikam plans to migrate from its current on-premises infrastructure to a completely cloud-based topology; this
will include user authentication, the security framework, and, primarily, the adoption of the services by end users.
All the data from the different systems will be consolidated into a single data source - a common data model that
will use a Microsoft Dataverse environment as a single source of truth (SSOT) for the sales team.
Sales Cycle Enablement -
To achieve the company's objectives, Fabrikam intends to implement the following strategies to enhance the sales
cycle:
Use low-code development to create a single AI agent that has Dataverse as its core component.
Ensure that sales managers can access unanswered correspondence from prospects and intervene as appropriate.
Replace the previous proprietary software with Dynamics 365 Sales to track sales cycles and customer
interactions.
Have the sales executives use Dynamics 365 Sales to track interactions for open opportunities and send follow-up
communications to prospects.
Have the sales executives use handsfree headsets to interact with an AI agent when they have questions about
internal policies or customer data.
Requirements -
Infrastructure Migration -
Fabrikam has identified the following infrastructure migration requirements:
Azure must be used for all future infrastructure workloads.
The company must follow Microsoft-recommended methodologies for infrastructure migration to the cloud.
Any created AI agents must have their return on investment (ROI) calculated to ensure that the solution will save
the company money.
Sales Cycle Enablement -
Fabrikam has identified the following requirements for sales cycle enablement:
The final AI agent must follow Microsoft recommendations for a conversational user experience.
A designated checklist must be reviewed to ensure that the AI agent follows Microsoft deployment
recommendations for a compliant solution.
Detailed telemetry must be logged for the first created AI agent to help troubleshoot and optimize the agent
during the initial AI agent adoption process.
Unexpected AI agent actions must end in an escalation to a live representative. For example, a sales executive
must be rerouted to a representative if the agent cannot answer a question after two failed attempts.
The return on investment (ROI) of switching from the current process to the future process is required for
stakeholder sign off.
The sales team must use Dynamics 365 Sales to correspond with prospects more quickly and efficiently than
currently.
Sales managers must report on the adoption of the AI agent to key Fabrikam stakeholders on a monthly basis.
Any sensitive information, such as user IDs and names, shared via the AI agent must be tracked for future auditing.
Which framework should you use for the infrastructure migration?

A company uses Microsoft Dynamics 365 Sales to manage leads that are stored in a Microsoft Dataverse table
named Lead and use non-standard terminology and custom columns.
You need to configure business terms in the Lead table so that Microsoft Copilot controls can summarize the leads
efficiently. The solution must minimize administrative effort.
How should you configure the business terms?

DRAG DROP -
You are designing two Microsoft Copilot Studio agents named Agent1 and Agent2. Each agent must meet the
following requirements:
Each agent must use a standard model.
Each agent must NOT use generative orchestration.
Agent1 must support simple and short phrases for a given topic.
Agent2 must integrate with Microsoft Dynamics 365 Contact Center voice channel.
You need to recommend language models for the agents.
What should you recommend for each agent? To answer, drag the appropriate language models to the correct
agents. Each language model may be used once, more than once, or not at all. You may need to drag the split bar
between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

A company uses Microsoft Dynamics 365 finance and operations apps.
The company plans to use Microsoft Copilot in-app help and guidance to generate responses for internal business
processes.
You need to add an additional knowledge source for the business processes. The solution must NOT add new
topics to the Copilot agent for the finance and operations apps.
Which knowledge source should you add?

A company has an AI business solution.
You need to extend the solution so that Microsoft 365 Copilot can invoke external logic hosted in Azure services.
What should you include in the solution?

HOTSPOT -
You need to design a shared prompt library that will be used across multiple business units. The solution must
meet the following requirements:
Ensure consistent Al responses with reusable formats.
Support governance and version control.
Minimize administrative effort.
Minimize ongoing costs.
What should you recommend for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

DRAG DROP -
A company has a Microsoft Foundry project that uses a single agent and a single prompt to complete a series of
tasks.
The agent encounters the following issues:
It frequently produces incomplete results.
It struggles with domain-specific reasoning.
Agent response times are remarkably slow.
You need to recommend a solution to improve the overall performance and accuracy of the agent.
What should you include in the recommendation? To answer, drag the appropriate actions to the correct
requirements. Each action may be used once, more than once, or not at all. You may need to drag the split bar
between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

A financial services company uses Microsoft Dynamics 365 Finance.
Currently, the company's support staff manually reviews customer transaction histories to detect potential fraud
cases before escalating the cases.
You need to recommend an automation solution for the review process. The solution must ensure that escalations
reach a human analyst for final decision making. What should you recommend?

A company plans to deploy a Microsoft Copilot Studio agent that will analyze historical business data to predict
customer behavior.
The data is currently stored in an Azure SQL database, flat files, APIs, and logs.
You need to organize the data into a format that can be used as a knowledge source in Copilot Studio.
What should you include in the solution?