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

AB-250 real exams

Exam Code: AB-250

Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365

Updated: Aug 15, 2026

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Microsoft AB-250 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage analytics and continuous improvement13%- Monitor and troubleshoot operations
  • 1. Identify and resolve operational issues
  • 2. Analyze interaction and service data
  • 3. Optimize processes and configurations
- Implement governance and compliance
  • 1. Ensure regulatory compliance
  • 2. Configure security and privacy controls
  • 3. Manage data retention and audit logs
- Configure reporting and dashboards
  • 1. Integrate Power BI and advanced analytics
  • 2. Define KPIs and performance metrics
  • 3. Set up built-in and custom reports
Topic 2: Implement channels and engagement experiences33%- Configure contact center environments
  • 1. Deploy embedded and standalone modes
  • 2. Integrate third-party CCaaS solutions
  • 3. Configure data sources and connectivity
- Configure proactive engagement
  • 1. Configure notifications and alerts
  • 2. Design customer journey orchestration
  • 3. Implement outbound dialing 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 3: Configure agents and AI capabilities13%- 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. Build and configure agents using Copilot Studio
  • 2. Define topics, triggers, and escalation rules
  • 3. Test and optimize agent performance
- Enable AI-assisted experiences
  • 1. Set up real-time guidance and suggestions
  • 2. Configure Copilot for agents and supervisors
  • 3. Implement knowledge management integration
Topic 4: Configure work distribution and routing13%- Implement workforce management
  • 1. Monitor and adjust operational efficiency
  • 2. Set up skills and capacity management
  • 3. Configure demand forecasting and scheduling
- Design routing strategies
  • 1. Set up fallback and escalation logic
  • 2. Configure priority and capacity rules
  • 3. Implement skill-based and attribute-based routing
- Configure workstreams and queues
  • 1. Create and manage queues and distribution groups
  • 2. Define workstream classification and rules
  • 3. Configure workload balancing and thresholds
Topic 5: Configure representative experience and productivity18%- Set up representative profiles and access
  • 1. Personalize workspace and interface
  • 2. Define roles, permissions, and security models
  • 3. Configure presence and status management
- Enable productivity tools
  • 1. Integrate Microsoft Teams and collaboration features
  • 2. Implement automation and shortcuts
  • 3. Configure productivity dashboards and widgets
- Configure supervisor capabilities
  • 1. Manage team performance and feedback
  • 2. Set up monitoring and coaching tools
  • 3. Configure real-time and historical insights
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