Microsoft AB-620 Exam Practice Questions, practice question pack
MICROSOFT · AB-620

Microsoft AB-620 Exam Practice Questions

84 questionsPDF by emailUpdated September 2026

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Three of the 84 questions in this pack

Question 1

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 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. 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 deploy the Blue Yonder Copilot agent to the public website and Microsoft Teams while ensuring compliance with the company's security and Responsible AI requirements. Which two actions should you perform before making the agent available on both channels? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

  1. Configure prompt modifications to enforce tone, disclaimers, and refusal behavior at the system level.
  2. Manually add disclaimers to each topic before publishing.
  3. Embed the web channel and then rely on channel-level settings to enforce content moderation.
  4. Configure Power Platform DLP policies to restrict unauthorized data connectors.
  5. Publish the agent and then enable Responsible AI filters individually for each channel.
Show answer and explanation

Correct answer: A, D

A. Configure prompt modifications to enforce tone, disclaimers, and refusal behavior at the system level. D. Configure Power Platform DLP policies to restrict unauthorized data connectors. Before deploying the agent to public and internal channels, you must configure system- level controls to ensure compliance across all deployments. Prompt modifications enforce tone, disclaimers, and refusal behavior consistently across generative responses without manual edits to individual topics, addressing the requirement that 'manual edits to individual topics must be avoided.' Power Platform DLP policies restrict unauthorized data connectors, enforcing the security requirement that 'Power Platform DLP policies must be enforced to block unauthorized data flows.' These actions prevent non-compliant deployments by establishing governance before the agent goes live.

Why the other options are wrong

  • B. Manually adding disclaimers to each topic violates the explicit requirement to avoid manual edits to individual topics and doesn't scale across channels.
  • C. Channel-level settings alone cannot enforce content moderation; system-level Responsible AI filters must be enabled before deployment.
  • E. Filters must be enabled before publishing, not after, and they should be configured system-wide, not individually per channel.

Question 2

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 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. 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 Blue Yonder Copilot agent's responses in accordance with the company's content control and platform requirements. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

  1. Add required disclaimer text inside each individual topic.
  2. Configure prompt instructions that include disclaimer text.
  3. Use Markdown syntax within response content.
  4. Insert HTML formatting directly into topic responses.
  5. Duplicate disclaimer text across reusable topics.
Show answer and explanation

Correct answer: B, C

B. Configure prompt instructions that include disclaimer text. C. Use Markdown syntax within response content. To configure responses in compliance with platform and content control requirements, you must use prompt instructions to include disclaimer text at the system level, ensuring consistent application across all generative responses without manual topic edits. Markdown syntax must be used for formatting responses because the platform constraint explicitly states 'Markdown must be used for formatting; HTML is not supported.' These two actions together meet the requirement of consistent disclaimers applied through system-level mechanisms while adhering to technical platform constraints.

Why the other options are wrong

  • A. Adding disclaimers inside individual topics violates the requirement to avoid manual edits and doesn't scale efficiently.
  • D. HTML is explicitly not supported in Copilot Studio; only Markdown formatting is permitted.
  • E. Duplicating disclaimer text across topics violates the requirement to avoid manual edits to individual topics and creates maintenance issues.

Question 3

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 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. 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.

  1. Use a Microsoft Graph connector to index the partner's travel advisory content.
  2. Write individual Q&A pairs for each document as separate topics.
  3. Enable unrestricted web search for the agent.
  4. Add the internal policy documents as a knowledge source.
Show answer and explanation

Correct answer: A, D

A. Use a Microsoft Graph connector to index the partner's travel advisory content. D. Add the internal policy documents as a knowledge source. To configure the agent with internal and external knowledge sources while meeting the requirement to use 'scalable methods for knowledge integration' and not rely on manually authored Q&A topics, you must add internal policy documents as a knowledge source, enabling automatic indexing of unstructured content from SharePoint. Using a Microsoft Graph connector indexes partner travel advisory content from external sources, providing scalable integration without manual Q&A creation. These two actions implement knowledge integration as specified in the technical requirements without the inefficient approach of creating individual Q&A pairs.

Why the other options are wrong

  • B. Creating individual Q&A pairs for each document contradicts the explicit requirement to not rely on manually authored Q&A topics and lacks scalability.
  • C. Unrestricted web search is not mentioned as a requirement and would bypass the controlled knowledge sources the company has configured.

See all 10 free questions Get the full pack, US$39

84 practice questions for Microsoft Certified: AI Agent Builder Associate (AB-620), with full explanations.

Every question comes with the correct answer, the reasoning behind it, and a short note on why each wrong option is wrong. Work through it once with the answers, then again with the questions-only copy under exam conditions.

  • 84 questions mapped to the AB-620 exam objectives
  • Answers and explanations for every question, including the wrong options
  • A questions-only PDF for timed practice runs
  • Instant delivery by email the moment you check out
  • Free monthly updates for as long as the exam is live
  • Pass or your money back

An AB-620 attempt costs US$165 in the US. This pack is US$39, paid once.

Try 10 questions free before you buy.

Last updated September 2026 · 84 questions

What makes the AB-620 hard

AB-620 is the developer level Copilot Studio exam, not the maker one. Microsoft’s audience profile is a professional developer or ISV partner who integrates agents into enterprise systems, and it expects familiarity with RAG, MCP, A2A, REST APIs and adaptive cards going in.

The biggest domain, at 40 to 45%, is integration: Copilot connectors and Power Platform connectors as knowledge, Azure AI Search, MCP tools, computer use, custom connectors and REST APIs added as tools, multi-agent solutions built with the A2A protocol, bringing in Foundry agents and Fabric data agents, and monitoring with Application Insights. Planning covers identity strategy, channels, responsible AI and agent flows with human-in-the-loop handling. Testing and ALM covers test sets, evaluation methods and Power Platform pipelines.

If experience with Copilot Studio stops at knowledge sources and instructions, the integration domain is where the gap shows. Because the exam is only a few months old, there is very little in circulation. This pack has 84 practice questions for the AB-620.

About the exam

AB-620 leads to Microsoft Certified: AI Agent Builder Associate. It covers planning and configuring agent solutions, agent flows and topics, integrating agents with enterprise knowledge, tools, MCP, Foundry, Fabric and Azure, multi-agent collaboration, and testing and ALM for agents. Associate level, no prerequisites.

Exam domains

  • Plan and configure agent solutions: 30 to 35%
  • Integrate and extend agents in Copilot Studio: 40 to 45%
  • Test and manage agents: 20 to 25%

Around 40 to 60 questions, pass mark 700 out of 1000, US$165 in the US, priced by local currency elsewhere, online proctored or test centre, renews annually for free.

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Questions before you buy

What do I get when I buy the Microsoft AB-620 pack?

84 practice questions as a PDF, each with the correct answer, a full explanation and a note on why the other options are wrong, plus a separate questions-only PDF for timed practice.

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Your PDF is prepared and sent to your email address after checkout, and you get a confirmation as soon as it is on its way.

Is there a free sample?

Yes. Ten questions from this pack, with answers and explanations, are free on this page and as a PDF, so you can judge the quality before you pay.

Are updates included?

Yes. The pack is updated every month for as long as the exam is live, and updates are free for everyone who has bought it.

What if I fail the exam?

We refund the pack. Sit the exam 7 to 30 days after buying, then send your official score report within 7 days of the exam date, as set out in the refund policy.

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Each purchase is licensed to one person. For a team, school or training organisation, email support@certstash.com for a licence that fits.

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