Microsoft AB-250 : Transforming Contact Center Experiences with AI in Dynamics 365

  • Exam Code: AB-250
  • Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
  • Updated: Aug 15, 2026
  • Q & A: 0 Questions and Answers

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Microsoft AB-250 Exam Syllabus Topics:

SectionWeightObjectives
Configure agents and AI capabilities13%- Enable AI-assisted experiences
  • 1. Configure Copilot for agents and supervisors
  • 2. Set up real-time guidance and suggestions
  • 3. Implement knowledge management integration
- Manage autonomous service agents
  • 1. Identify use cases for autonomous agents
  • 2. Configure agent governance and security
  • 3. Monitor and improve agent operations
- 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
Configure work distribution and routing13%- Design routing strategies
  • 1. Implement skill-based and attribute-based routing
  • 2. Set up fallback and escalation logic
  • 3. Configure priority and capacity rules
- Implement workforce management
  • 1. Configure demand forecasting and scheduling
  • 2. Set up skills and capacity management
  • 3. Monitor and adjust operational efficiency
- Configure workstreams and queues
  • 1. Configure workload balancing and thresholds
  • 2. Define workstream classification and rules
  • 3. Create and manage queues and distribution groups
Manage analytics and continuous improvement13%- Implement governance and compliance
  • 1. Configure security and privacy controls
  • 2. Manage data retention and audit logs
  • 3. Ensure regulatory compliance
- Monitor and troubleshoot operations
  • 1. Identify and resolve operational issues
  • 2. Optimize processes and configurations
  • 3. Analyze interaction and service data
- Configure reporting and dashboards
  • 1. Integrate Power BI and advanced analytics
  • 2. Set up built-in and custom reports
  • 3. Define KPIs and performance metrics
Implement channels and engagement experiences33%- 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
- Configure proactive engagement
  • 1. Configure notifications and alerts
  • 2. Implement outbound dialing modes
  • 3. Design customer journey orchestration
Configure representative experience and productivity18%- Enable productivity tools
  • 1. Configure productivity dashboards and widgets
  • 2. Integrate Microsoft Teams and collaboration features
  • 3. Implement automation and shortcuts
- Set up representative profiles and access
  • 1. Personalize workspace and interface
  • 2. Define roles, permissions, and security models
  • 3. Configure presence and status management
- Configure supervisor capabilities
  • 1. Manage team performance and feedback
  • 2. Configure real-time and historical insights
  • 3. Set up monitoring and coaching tools

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