Free AB-620 practice test: 20 questions
Twenty questions across the three AB-620 skill areas, weighted roughly as the real exam is. The exam is about making design decisions for agent solutions, so read each scenario for the constraint that rules options out.
Plan and configure agent solutions
Question 1. A department wants an agent that answers policy questions from documents updated weekly by the HR team. What is the most maintainable design?
- A. Hard-code the answers as topics
- B. Ground the agent on the HR document library as a knowledge source
- C. Ask HR to email changes to the developer each week
- D. Retrain a custom model weekly
Show answer
Answer: B
Grounding the agent on a knowledge source that HR already maintains keeps answers current with no developer involvement. Hard-coding answers or retraining creates work every time a policy changes.
Question 2. An agent must hand over to a human when it cannot answer confidently. What should the design include?
- A. An apology message and end of conversation
- B. Repeating the question until understood
- C. A link to the company switchboard number
- D. An escalation path that transfers the conversation and its context to a human agent
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Answer: D
An explicit escalation path transfers the conversation with its context to a person. Apologising, looping or ending the chat all leave the user without resolution.
Question 3. Stakeholders cannot agree on what the agent should do. Which artefact best constrains scope before building?
- A. A written scope defining in-scope tasks and explicit exclusions
- B. A colour scheme for the chat window
- C. The choice of underlying model
- D. A licence count estimate
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Answer: A
A defined list of in-scope tasks and explicit out-of-scope items settles disagreement before development. Visual design and model choice do not resolve scope questions.
Question 4. An agent must be available to external customers on a public website and to staff inside Teams, with the same knowledge. What is the correct approach?
- A. Build two unrelated agents
- B. Build one agent and copy it manually for each channel
- C. Build one agent and publish it to both channels
- D. Use a static FAQ page for customers
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Answer: C
One agent published to multiple channels keeps a single source of knowledge and behaviour. Two separate agents double the maintenance and drift apart.
Question 5. Legal requires that the agent never gives advice on tax matters, even when asked directly. Which control is most reliable?
- A. Rely on the model to decline politely
- B. Define an out-of-scope topic with a scripted refusal and redirect
- C. Disable the agent for all users
- D. Add a disclaimer in the footer only
Show answer
Answer: B
An explicit topic boundary with a defined refusal response handles the case deterministically. Hoping the model declines is not a control, and disabling the agent overshoots.
Question 6. You must estimate running cost before approval. Which factor matters most for a conversational agent?
- A. The number of authors in the environment
- B. The agent’s colour scheme
- C. The number of documents in the knowledge source
- D. The expected volume of conversations or billed messages
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Answer: D
Consumption is driven by how many conversations or messages are handled, which is what the licensing model bills against. Colour schemes, author count and document count are not the cost driver.
Question 7. A pilot agent works in the development environment but fails after being moved to production. What is the most common cause to check first?
- A. Connection references and environment variables not configured in the target environment
- B. The agent’s greeting message
- C. The number of topics defined
- D. The publishing channel’s colour settings
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Answer: A
Connections and environment-specific configuration frequently do not carry across, so references break in the target environment. Model versions and licences matter less often for a straightforward move.
Integrate and extend agents in Copilot Studio
Question 8. An agent must create a ticket in an external system when a user reports a fault. What is the correct mechanism?
- A. Display a link to the ticketing portal
- B. Ask the user to email the service desk
- C. Call an action or connector that creates the ticket
- D. Store the request in the conversation transcript
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Answer: C
An action or connector call performs the write against the external system. Displaying a link or instructing the user shifts the work back to the person the agent is meant to help.
Question 9. A flow called by the agent occasionally times out, leaving the user with no message. What should the topic include?
- A. An indefinite retry loop
- B. Error handling with a fallback message and an escalation option
- C. A longer greeting
- D. Nothing; the platform handles all errors silently
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Answer: B
Explicit error handling with a fallback message tells the user what happened and what to do next. Retrying indefinitely or ignoring errors produces silence or hanging conversations.
Question 10. An agent needs the signed-in user's department to filter results. Where should this come from?
- A. Ask the user to type their department
- B. A hard-coded default department
- C. A random selection
- D. The authenticated user’s profile from the identity provider
Show answer
Answer: D
Reading the authenticated user’s profile keeps the value trustworthy and removes a question from the conversation. Asking the user allows them to claim any department.
Question 11. Answers must cite the source document so users can verify them. What does this require?
- A. Enabling citations on the generative answers configuration
- B. Shortening the answers
- C. Asking the model in the prompt to be accurate
- D. Disabling the knowledge source
Show answer
Answer: A
Enabling citations in the generative answers configuration returns the source reference with each response. Shorter answers and prompt wording do not produce verifiable provenance.
Question 12. A custom action needs a secret to call a partner API. Where should the secret live?
- A. In a topic message
- B. In a global variable in plain text
- C. In a secure credential store referenced by the connection
- D. In the agent’s greeting
Show answer
Answer: C
A secure store referenced by the connection keeps the secret out of the agent definition and out of exported solutions. Typing it into a topic or variable exposes it to anyone who can open the agent.
Question 13. Users ask the same question in many different wordings, and the agent only recognises the exact phrase. What should you improve?
- A. Make the response longer
- B. Add varied trigger phrases and use generative understanding for intent
- C. Reduce the number of topics
- D. Rename the agent
Show answer
Answer: B
Adding varied trigger phrases, or relying on generative understanding rather than exact matching, widens recognition. Increasing the response length does not affect matching.
Question 14. An agent must pass a case reference collected in one topic into another topic later in the conversation. What should you use?
- A. Ask the user for it again
- B. Store it in the greeting message
- C. A topic-scoped variable
- D. A conversation-scoped variable
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Answer: D
A variable scoped to the conversation carries the value between topics. Re-asking the user is poor experience, and a topic-scoped variable is discarded when the topic ends.
Question 15. A knowledge source contains both public marketing content and confidential pricing. External customers must never see pricing. What is the safest design?
- A. Separate the sources and ground the external agent only on public content
- B. Instruct the model not to mention pricing
- C. Add a disclaimer to pricing answers
- D. Rely on users not asking about pricing
Show answer
Answer: A
Separating sources and grounding the external agent only on public content removes the possibility of leakage. Instructing the model not to mention pricing is not an access control.
Test and manage agents
Question 16. Before release, you must confirm the agent handles twenty representative questions correctly. What is the most reliable method?
- A. The author chats with it informally for an hour
- B. Publishing and watching for complaints
- C. A defined test set of representative questions run against the agent each release
- D. Checking the topic count
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Answer: C
A repeatable test set run against the agent gives comparable results release over release. Ad-hoc chatting by the author is neither systematic nor repeatable.
Question 17. Analytics show many conversations ending without resolution at the same point. What should you examine first?
- A. The licence count
- B. The topic where the drop-off occurs and its flow
- C. The agent’s colour scheme
- D. The number of published channels
Show answer
Answer: B
The topic where conversations abandon is the direct evidence of where the design fails. Licence counts and greeting wording rarely explain a consistent drop-off point.
Question 18. A change must be tested by a small group before all users receive it. What is the correct practice?
- A. Publish to a test environment or limited channel first
- B. Publish to all users and revert if problems appear
- C. Make the change directly in production during quiet hours
- D. Ask users to avoid the affected topic
Show answer
Answer: A
Publishing to a limited channel or test environment exposes the change to a controlled audience first. Publishing to everyone removes the control the requirement asks for.
Question 19. Compliance requires a record of what the agent told customers about refunds over the last year. What must be in place?
- A. A count of conversations per month
- B. The list of topics defined
- C. A screenshot taken at release
- D. Transcript retention for the required period, with access controls
Show answer
Answer: D
Conversation transcript retention aligned to the compliance period provides the record. Analytics summaries give aggregate counts, not the content of individual answers.
Question 20. After a knowledge source is updated, some answers still reflect the old content. What is the most likely explanation?
- A. The model memorised the old documents during training
- B. The knowledge index has not yet refreshed to include the changes
- C. The agent needs a new licence
- D. The greeting message is cached
Show answer
Answer: B
Indexed content is refreshed on a schedule, so recently changed documents may not yet be reflected. The model itself does not memorise the documents.
How did you do?
Sixteen or more correct suggests you are close. Below fourteen, go back to the domain guides in this section — AB-620 rewards recognising which design satisfies a stated constraint, not memorising menu paths.