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Microsoft AB-620 Exam Syllabus Topics:

Microsoft Designing and Building Integrated AI Agent Solutions in Copilot Studio Sample Questions:

1. Drag and Drop Question
A company wants to extend an agent in Copilot Studio by calling an external REST API to retrieve and update data.
To meet the business needs, the REST API must be added following a correct dependency order.
You need to add a REST API to the agent so it can be invoked during conversations.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

2. Drag and Drop Question
A company uses an agent in Copilot Studio to answer questions based on enterprise content.
The content is indexed in Azure AI Search. Responses must be generated by a Microsoft Foundry model.
To meet the business needs, the solution must meet the following requirements:
- Users are able to trace each answer back to its source.
- The agent retrieves information from a centralized data index.
- Responses are generated by an enterprise-approved foundation model.
You need to configure generative answers for the agent.
What should you configure for each requirement? To answer, move the appropriate configurations to the correct requirements. You may use each configuration once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

3. Case Study 1 - Blue Yonder Airlines
Background
Blue Yonder Airlines is a global carrier headquartered in Los Angeles, California, operating domestic and international flights. The company serves millions of passengers annually through its website, mobile app, and call centers. To improve customer service efficiency and reduce call center volume, Blue Yonder is deploying an AI agent in Microsoft Copilot Studio.
The agent will handle customer inquiries across multiple channels - web chat, mobile app, and Microsoft Teams (for internal support staff). It will answer questions, retrieve data from enterprise systems, and escalate to human agents when needed.
The project is led by a cross-function team:
- Product manager: Defines requirements and success metrics.
- Lead agent author: Designs topics, intents, and generative behavior.
- Flow designers: Build agent flows and integrations.
- IT/security and compliance: Oversees identity, data protection, and Responsible AI (RAI) compliance.
Current environment
Channels
Public website: Embedded web chat
Mobile app: In-app chatbot
Microsoft Teams: Internal support agent access
Identity and access
Customers: Anonymous access for general inquiries (e.g., flight status, baggage policy).
Authentication is required for personal data access (e.g., bookings, loyalty points).
Internal staff: Authenticate via Microsoft Entra ID.
Data sources
Reservation and Ticketing System (internal): REST API, no prebuilt connector with custom enterprise database.
Flight Status and Weather APIs (external): REST APIs with API keys.
Customer Support Knowledge Base: SharePoint library with PDFs and policy documents.
Loyalty Program Data: Stored in Dynamics 365 and Dataverse.
Travel Advisory Content: Uses REST API with partner services.
Integration mechanisms
Custom connectors must be used for internal APIs that lack prebuilt connectors.
HTTP request nodes may be used for lightweight external APIs.
Knowledge sources must be used for unstructured content.
Agent flows must be used to encapsulate reusable logic (e.g., rebooking).
Business requirements
Omnichannel support
Deploy the agent across web, mobile, and Teams with a consistent user experience. The Teams deployment must also support internal staff.
Self-service capabilities
The agent must handle common inquiries such as:
- Flight status
- Booking and rebooking
- Loyalty program questions
- Travel policies and baggage rules
Human escalation
If the agent cannot resolve an issue or the user requests help, it must:
- Escalate to a human agent.
- Transfer the conversation transcript and relevant context.
- Redact any sensitive personal data before escalation.
Knowledge integration
The agent must use scalable methods for knowledge integration and must not rely on manually authored Q&A topics for each document.
Performance metrics
First-contact resolution: +25%
Tier-1 call deflection: ≥20%
Response time: 90% of queries answered within 30 seconds
Accuracy: ≥95% for known FAQs
CSAT: ≥85% for AI-handled interactions
Technical requirements
Platform constraints
No custom code is permitted; only Copilot Studio's built-in tools may be used.
All backend logic must be implemented using agent flows.
Markdown must be used for formatting (e.g., bold, bullet points); HTML is not supported.
Authentication
Sign-in is required for personal data access.
Anonymous access is allowed for general inquiries.
User identity must be used for data access; shared or builder credentials must not be used.
Compliance and security
Power Platform DLP policies must be enforced to block unauthorized data flows.
Responsible AI content moderation filters must be enabled.
Prompt modifications must be added to enforce tone, disclaimers, and refusal behavior.
Disclaimers must be applied consistently across all generative responses. Manual edits to individual topics must be avoided.
Monitoring and maintenance
All conversations and actions must be logged for auditing.
Weekly reviews of transcripts and metrics must be conducted.
Topics, flows, and knowledge sources must be updated as policies or systems evolve.
Issues and constraints
API rate limits: External APIs (e.g., flight status) have usage limits. Agent flows must handle retries and caching to avoid exceeding quotas.
Knowledge base limits: Copilot Studio has limits on the number and size of indexed documents.
Large files must be split or summarized.
Generative answer risks: Generative responses must be constrained to avoid policy violations.
Prompt modifications and filters must be used to enforce tone, safety, and compliance.
User input variability: Users phrase questions in diverse ways. Topics must include varied trigger phrases and fallback handling.
Authentication UX: The agent must clearly explain when sign-in is required and handle transitions smoothly across channels.
Problem statement
Blue Yonder Airlines must deploy a secure, scalable, and policy-compliant AI agent using Microsoft Copilot Studio. The agent must deliver accurate, helpful, and safe responses across multiple channels, integrate with enterprise systems, and support both anonymous and authenticated users. It must adhere to strict data protection and Responsible AI standards while improving customer service efficiency and satisfaction.
You need to configure the agent in Copilot Studio to use internal and external partner knowledge sources to answer user questions about the airline services.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A) Enable unrestricted web search for the agent.
B) Use a Microsoft Graph connector to index the partner's travel advisory content.
C) Add the internal policy documents as a knowledge source.
D) Write individual Q&A pairs for each document as separate topics.

4. Drag and Drop Question
A company configures an agent flow that interacts with multiple systems to complete user requests.
The company must integrate external services, retrieve data, and notify users as part of the same automated flow run. To support this scenario, the agent flow must be able to do the following:
- Call an external API.
- Retrieve stored data from a supported internal data source.
- Send a Teams message.
You need to select a connector or action type for each requirement.
What should you use? To answer, move the appropriate connectors or actions to the correct requirements. You may use each connector or action once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

5. Hotspot Question
A team is preparing to evaluate an agent in Copilot Studio before expanding access to additional users.
The team must select an evaluation method that meets the following requirements:
- Use a fixed set of prepared interactions.
- Determine responses against a predefined baseline.
- Support consistent comparison across repeated test runs.
You need to determine the evaluation method that satisfies the evaluation requirements.
Which evaluation method should you select for each requirement? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.

Solutions: