Exam Code: AB-250
Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
Certification Provider: Microsoft
Corresponding Certification: Microsoft Certification

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Updated: Jul 24, 2026

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Microsoft AB-250 Exam Overview:

Certification Vendor:	Microsoft
Exam Name:	Transforming Contact Center Experiences with AI in Dynamics 365
Exam Number:	AB-250
Real Exam Qty:	50-60
Exam Price:	$165 USD
Related Certifications:	Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Exam Duration:	120 minutes
Available Languages:	English, Japanese, Chinese (Simplified)
Exam Format:	Multiple choice, Case studies, Drag and drop, Performance-based
Passing Score:	700
Certificate Validity Period:	2 years
Recommended Training:	Microsoft Learn Learning Paths AB-250T00: Transform contact center experiences with AI in Dynamics 365
Exam Registration:	Pearson VUE Scheduling Microsoft Learn Exam Registration
Exam Way:	Online proctored or onsite testing center
Pre Condition:	No required prerequisites; recommended experience with Dynamics 365 Contact Center, CCaaS solutions, Power Platform, and AI concepts
Official Syllabus URL:	https://learn.microsoft.com/en-us/credentials/certifications/resources/study-guides/ab-250

Microsoft AB-250 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Implement channels and engagement experiences	33%	- Configure proactive engagement 1. Implement outbound dialing modes 2. Configure notifications and alerts 3. Design customer journey orchestration - Configure contact center environments 1. Integrate third-party CCaaS solutions 2. Configure data sources and connectivity 3. Deploy embedded and standalone modes - Configure omnichannel channels 1. Configure channel-specific settings and rules 2. Orchestrate cross-channel experiences 3. Set up voice, chat, email, and social channels
Topic 2: Configure agents and AI capabilities	13%	- Implement AI-powered self-service agents 1. Test and optimize agent performance 2. Define topics, triggers, and escalation rules 3. Build and configure agents using Copilot Studio - Manage autonomous service agents 1. Identify use cases for autonomous agents 2. Configure agent governance and security 3. Monitor and improve agent operations - Enable AI-assisted experiences 1. Set up real-time guidance and suggestions 2. Implement knowledge management integration 3. Configure Copilot for agents and supervisors
Topic 3: Configure work distribution and routing	13%	- Implement workforce management 1. Configure demand forecasting and scheduling 2. Monitor and adjust operational efficiency 3. Set up skills and capacity management - Design routing strategies 1. Implement skill-based and attribute-based routing 2. Set up fallback and escalation logic 3. Configure priority and capacity rules - Configure workstreams and queues 1. Configure workload balancing and thresholds 2. Create and manage queues and distribution groups 3. Define workstream classification and rules
Topic 4: Manage analytics and continuous improvement	13%	- Implement governance and compliance 1. Configure security and privacy controls 2. Manage data retention and audit logs 3. Ensure regulatory compliance - Configure reporting and dashboards 1. Define KPIs and performance metrics 2. Set up built-in and custom reports 3. Integrate Power BI and advanced analytics - Monitor and troubleshoot operations 1. Identify and resolve operational issues 2. Analyze interaction and service data 3. Optimize processes and configurations
Topic 5: Configure representative experience and productivity	18%	- Configure supervisor capabilities 1. Set up monitoring and coaching tools 2. Configure real-time and historical insights 3. Manage team performance and feedback - Enable productivity tools 1. Integrate Microsoft Teams and collaboration features 2. Configure productivity dashboards and widgets 3. Implement automation and shortcuts - Set up representative profiles and access 1. Configure presence and status management 2. Define roles, permissions, and security models 3. Personalize workspace and interface

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