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AB-250 pdf
  • Exam Code: AB-250
  • Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
  • Updated: Aug 05, 2026
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  • Exam Code: AB-250
  • Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
  • Updated: Aug 05, 2026
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  • Exam Code: AB-250
  • Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
  • Updated: Aug 05, 2026
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Microsoft AB-250 Exam Syllabus Topics:

SectionWeightObjectives
Monitor and Optimize Contact Center Operations- Operational excellence
  • 1. Customer engagement optimization
  • 2. Agent productivity improvement
  • 3. Supervisor oversight
  • 4. Performance monitoring
Deploy Dynamics 365 Contact Center15-20%- Deploy contact center environments
  • 1. Configure embedded and standalone deployments
  • 2. Configure channels and foundational settings
  • 3. Integrate third-party CCaaS solutions
  • 4. Connect data sources
Configure Agents and AI Capabilities10-15%- Enable AI-assisted experiences
  • 1. AI-enhanced customer experiences
  • 2. Microsoft Copilot capabilities
  • 3. Autonomous service agents
  • 4. Agent assistance features
Configure Users, Security, and Work Distribution- Manage operational settings
  • 1. Security roles and permissions
  • 2. User configuration
  • 3. Work distribution
  • 4. Queue management
  • 5. Routing strategies
Implement Channels30-35%- Configure customer engagement channels
  • 1. Digital channels
  • 2. Customer communication experiences
  • 3. Voice channels
  • 4. Channel configuration and management

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