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AB-250
  • Exam Code: AB-250
  • Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
  • Updated: Aug 17, 2026
  • No. of Questions: 0 Questions and Answers
  • Download Limit: Unlimited

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Microsoft AB-250 Exam Syllabus Topics:

SectionWeightObjectives
Manage analytics and continuous improvement13%- Monitor and troubleshoot operations
  • 1. Analyze interaction and service data
  • 2. Optimize processes and configurations
  • 3. Identify and resolve operational issues
- Implement governance and compliance
  • 1. Manage data retention and audit logs
  • 2. Ensure regulatory compliance
  • 3. Configure security and privacy controls
- Configure reporting and dashboards
  • 1. Define KPIs and performance metrics
  • 2. Integrate Power BI and advanced analytics
  • 3. Set up built-in and custom reports
Implement channels and engagement experiences33%- Configure contact center environments
  • 1. Deploy embedded and standalone modes
  • 2. Configure data sources and connectivity
  • 3. Integrate third-party CCaaS solutions
- Configure proactive engagement
  • 1. Configure notifications and alerts
  • 2. Implement outbound dialing modes
  • 3. Design customer journey orchestration
- Configure omnichannel channels
  • 1. Set up voice, chat, email, and social channels
  • 2. Orchestrate cross-channel experiences
  • 3. Configure channel-specific settings and rules
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
- Configure workstreams and queues
  • 1. Configure workload balancing and thresholds
  • 2. Create and manage queues and distribution groups
  • 3. Define workstream classification and rules
- 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 representative experience and productivity18%- Configure supervisor capabilities
  • 1. Configure real-time and historical insights
  • 2. Manage team performance and feedback
  • 3. Set up monitoring and coaching tools
- Enable productivity tools
  • 1. Implement automation and shortcuts
  • 2. Integrate Microsoft Teams and collaboration features
  • 3. Configure productivity dashboards and widgets
- Set up representative profiles and access
  • 1. Personalize workspace and interface
  • 2. Configure presence and status management
  • 3. Define roles, permissions, and security models
Configure agents and AI capabilities13%- Enable AI-assisted experiences
  • 1. Implement knowledge management integration
  • 2. Set up real-time guidance and suggestions
  • 3. Configure Copilot for agents and supervisors
- Manage autonomous service agents
  • 1. Configure agent governance and security
  • 2. Monitor and improve agent operations
  • 3. Identify use cases for autonomous agents
- Implement AI-powered self-service agents
  • 1. Define topics, triggers, and escalation rules
  • 2. Test and optimize agent performance
  • 3. Build and configure agents using Copilot Studio

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