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Microsoft AB-620 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Build and Configure AI Agents in Copilot Studio | - Creating and configuring copilots and topics - Using generative AI and prompt engineering in Copilot Studio - Configuring actions, plugins, and connectors |
| Topic 2: Governance, Security, and Compliance | - Data protection and responsible AI practices - Managing access control and authentication - Environment management in Power Platform |
| Topic 3: Deploy, Monitor, and Optimize AI Agents | - Iterative improvement and lifecycle management - Monitoring performance and analytics - Publishing and deploying copilots |
| Topic 4: Integrate External Systems and Data Sources | - Using Power Automate for workflow orchestration - Connecting Azure services and APIs - Integrating Dataverse and Power Platform components |
| Topic 5: Plan and Design Copilot Studio AI Agents | - Designing conversation flows and agent behavior - Selecting Copilot Studio capabilities and architecture approach - Requirements analysis for AI agent solutions |
Microsoft Designing and Building Integrated AI Agent Solutions in Copilot Studio Sample Questions:
Drag and Drop Question
A company builds agents in Copilot Studio in a development environment.
The agents are packaged inside a solution and deployed by using Power Platform Pipelines to test and production environments.
The company has the following requirements that must be met:
- Production deployments are limited to a defined set of users who are
responsible for that stage.
- The same solution is reused across all environments without editing
its components.
- The production environment always receives a locked-down version of
the solution.
You need to configure the pipeline and solution behavior to meet the requirements.
What should you configure? 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.
Correct Answer:
Explanation:
Box 1: Configure stage access for the production stage
To meet this specific requirement, you should configure stage access for the production stage.
Box 2: Use environment variables in the solution.
To deploy the exact same solution across all environments without modifying its components, you must use environment variables in the solution. This allows you to externalize environment- specific configurations (like connection references and URLs) so they adapt to each target environment without altering the core package.
Box 3: Deploy the solution as managed
To meet the requirement of ensuring that the production environment always receives a locked- down version of the solution, you must In Microsoft Power Platform, deploying a solution as managed locks down the components in the target environment. Users cannot make direct edits or modifications to the agents or other components in that production environment, ensuring stability, security, and strict application lifecycle management (ALM).
Reference:
https://microsoft.github.io/mcs-labs/labs/mcs-alm/
A company must enable an agent in Copilot Studio to execute operations exposed by an external MCP server.
The MCP server publishes callable tools and requires authentication.
The agent must be able to invoke MCP tools during conversations.
You need to configure MCP tools so the agent can execute MCP tool calls.
What should you do?
- A. Enable generative answers so the model can automatically invoke MCP tools.
- B. Add a Power Platform connector as real-time knowledge to replace MCP tools.
- C. Publish the agent and rely on default settings for tool availability.
- D. Configure authentication for the MCP server connection used by the agent.
Correct Answer: D 🗳️
Explanation: Only visible for Prep4SureReview members. You can sign-up / login (it's free).
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.
Drag and Drop Question
You need to evaluate whether the current configuration decisions for the Blue Yonder Copilot agent comply with the company's security and governance policies.
Which compliance status should you assign to each configuration decision? To answer, move the appropriate compliance statuses to the correct configuration decisions. You may use each compliance status 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.
Correct Answer:
Explanation:
Box 1: Compliant
Anonymous access is allowed for general inquiries.
Box 2: Non-compliant
Should use only internal sources.
The agent must handle common inquiries such as:
Flight status
Booking and rebooking
Loyalty program questions
Travel policies and baggage rules
Box 3: Non-compliant
Responsible AI content moderation filters must be enabled.
Box 4: Non-compliant
User identity must be used for data access; shared or builder credentials must not be used.
You need an agent to write a new row to a Dataverse table whenever a topic completes, and the write must include complex conditional logic not achievable in the visual flow designer alone.
What should you use?
- A. Use only trigger phrases
- B. Add a Power Fx formula in a Set variable value node
- C. Disable the topic
- D. Use a static adaptive card
Correct Answer: B 🗳️
Explanation: Only visible for Prep4SureReview members. You can sign-up / login (it's free).
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.
A company is configuring an agent in Copilot Studio that uses a generative answers node inside multiple topics.
The company requires responses to meet the following requirements:
- Must use an executive summary format.
- Must apply only within a specific topic.
- Must continue using configured knowledge sources.
- Must comply with connector security controls.
You need to configure a custom prompt to meet the formatting requirements.
Solution: Configure the custom prompt tool at the topic level so that other topics are not affected.
Does the solution meet the goal?
- A. No
- B. Yes
Correct Answer: A 🗳️
Explanation: Only visible for Prep4SureReview members. You can sign-up / login (it's free).
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