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Microsoft AB-620 Exam Syllabus Topics:

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

1. Case Study 2 - Fabrikam Inc.
Background
Fabrikam Inc. is a Canada-based manufacturer with a growing service organization that supports field technicians and internal operations teams. Fabrikam Inc. plans to launch a new internal agent solution named Operations Concierge to reduce time spent searching policy content, retrieving operational metrics, and executing routine transactions.
The agent will be used by three groups:
- Service coordinators who triage incoming service requests
- Field technicians who need guided procedures and parts availability
- Operations managers who monitor KPIs and exceptions
The agent solution must work in real-world operational conditions. Users often ask questions mid- call with a customer or while coordinating parts shipments. The agents require quick, reliable outcomes. As a result, Fabrikam Inc. requires the solution to:
- Provide grounded answers with traceability when it provides guidance.
- Retrieve real-time metrics when users ask for operational status.
- Execute authenticated updates when users initiate a flow (such as creating a parts request).
Fabrikam Inc. also expects the solution to be maintained by multiple makers and developers across the year. The company has experienced duplicated logic and inconsistent behavior across different agents. This project emphasizes reuse, governance, and maintainability across teams.
Current environment
Fabrikam Inc. runs three Microsoft Power Platform environments for agent development and release: Dev, Test, and Prod.
The team plans to build the agent and validate it in Dev and Test, then promote to Prod by using a controlled release process that supports repeatable deployments.
Fabrikam Inc. already has two assets the team wants to reuse:
- A partially completed Copilot Studio agent named Service Desk Agent, used by IT to create internal tickets and route requests
- A Microsoft Foundry agent created by a central AI team that performs specialized summarization and classification for long-form text (for example, summarizing call transcripts into an incident narrative) Fabrikam Inc. also has operational and knowledge data sources:
- A curated policy library (internal SOPs, service warranty rules, escalation criteria, and standard operating procedures)
- A set of indexed documents and procedures in an Azure AI Search service that supports vector search for the policy library
- A Microsoft Fabric workspace that includes a semantic model used by operations leadership for reporting Business requirements Fabrikam Inc. requires Operations Concierge to meet the following business requirements:
- Traceability requirement: When the agent provides policy guidance or procedural recommendations, users must be able to see where the answer came from.
- Metrics requirement: When users ask about service performance (backlog, SLA risk, parts shortages, dispatch delays), the solution must return up-to-date metrics in a structured format that operations managers can use in weekly reviews.
- Transaction requirement: The solution must support authenticated updates initiated during conversations, including creating a parts request and updating a service case status.
In addition, Fabrikam Inc. wants to avoid duplicating common assets across agents:
- The team must reuse the same set of escalation topics, MCP tool definitions, and a standard safety disclaimer across three different agents.
- Only the platform engineering group as allowed to edit shared assets. However, all agent authors must be able to use them.
Technical requirements
The Fabrikam Inc. solution architecture uses a multi-agent approach so that specialist responsibilities are isolated and can evolve independently.
The Operations Concierge (primary agent) must coordinate the following specialist capabilities:
- Policy and procedure Q&A: Use an enterprise knowledge source that supports indexed retrieval across the curated policy library and service procedures.
- Operational metrics: Delegate metric queries to a Fabric Data Agent that reads governed business data through the Fabric semantic model.
- Authenticated updates: Use tools exposed by an existing internal Model Context Protocol (MCP) server that provides transactional operations for the service organization.
- Specialized processing: Delegate summarization and classification requests to an existing Microsoft Foundry agent.
Fabrikam Inc. will onboard two MCP servers as tools:
- PartsOps MCP server: exposes tools for parts availability checks and parts request creation.
The server requires per-user authentication because actions must be traceable to the requesting user.
- WarrantyRules MCP server: exposes a read-only tool for validating warranty coverage. The server uses an API key shared by the agent team.
Fabrikam Inc. has also defined a collaboration requirement with the existing Service Desk Agent:
- The primary agent must delegate IT-specific requests to the existing Service Desk Agent rather than reimplement ticket creation logic.
Finally, Fabrikarn Inc. plans to support a partner integration:
- For shipment tracking inquiries, Fabrikam Inc. will delegate to a partner-provided agent that is only available through a standardized agent-to-agent endpoint.
Issues and constraints
During early testing, Fabrikam Inc. found three recurring problems:
- Makers are copying and modifying the same components across agents, resulting in inconsistent disclaimers and duplicated tools.
- Users can obtain a correct answer, but the response is not consistently traceable to a source when the agent uses knowledge.
- The primary agent can route some requests, but specialist capabilities are not consistently delegated (for example, some metric questions are answered generatively instead of being routed to the Fabric Data Agent).
You are part of the engineering team responsible for correcting the design and configuration to meet the preceding requirements and constraints.
Drag and Drop Question
You need to design a solution that provides Fabrikam Inc. with a multi-agent design approach with existing agents.
Which approach should you use for each requirement? To answer, move the appropriate approaches to the correct requirements. You may use each approach 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.

2. Drag and Drop Question
A company is extending agents in Copilot Studio with both external capabilities and enterprise content access. Some user requests require grounded answers, while other requests require executing actions.
To meet the business needs, the agent must meet the following requirements:
- Ground answers using results from enterprise data.
- Invoke callable functions exposed through a standardized tool
interface.
- Write an update to a system by using an authenticated action during
the conversation.
You need to integrate the correct approach to meet the requirements.
What should you integrate for each requirement? To answer, move the appropriate integrations to the correct requirements. You may use each integration 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. A solution architect is implementing a governance process for an agent developed in Copilot Studio. Before the agent is moved to production, the organization requires a standardized validation process to ensure that updates to the underlying knowledge base do not cause regressions in response accuracy.
The validation process must satisfy the following technical criteria:
- Consistency: Execute a fixed library of test cases containing
specific user prompts.
- Grounding: Measure the quality of the generated output against a
verified "golden" response.
- Comparison: Provide a performance delta between the current version
and previous test runs.
You need to choose an evaluation method that meets the requirements.
What should you use?

A) Publish the agent and use channel usage metrics as the primary evaluation method.
B) Enable Conversation Transcripts in Analytics and perform a keyword search to identify if the agent uses the correct knowledge sources.
C) Use a predefined test set and compare results against expected outcomes across runs.
D) Use the Test your agent pane to manually enter questions and verify that the correct topic or action triggers for each turn.

4. 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.
An agent uses a flow that calls an external service which can occasionally fail or time out.
When a failure occurs, the agent must meet the following requirements:
- Must not terminate silently.
- Must send a notification containing the error details.
You need to configure the agent flow so that failures are handled in a controlled and predictable way.
Solution: Send a notification with relevant error details.
Does the solution meet the goal?

A) Yes
B) No

5. Hotspot Question
You deploy an agent in Microsoft Copilot Studio that triggers a cloud flow to update customer records in Microsoft Dataverse.
You observe the following after deploying the agent:
- Several runs fail due to a temporary authentication issue.
- The flow continues to trigger and generate additional failed runs.
You must:
- Stop additional failed executions while troubleshooting.
- Process a failed execution after resolving the authentication issue.
- Validate if the most recent executions succeeded immediately after
resolution.
You need to use the appropriate monitoring and management actions to restore normal flow operation and validate successful execution.
Which action should you perform for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Solutions: