Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
Certification Provider: Microsoft
Corresponding Certification: Microsoft Certification
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Updated: Aug 27, 2026
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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure agents and AI capabilities | 13% | - Manage autonomous service agents
|
| Topic 2: Implement channels and engagement experiences | 33% | - Configure contact center environments
|
| Topic 3: Configure representative experience and productivity | 18% | - Enable productivity tools
|
| Topic 4: Manage analytics and continuous improvement | 13% | - Configure reporting and dashboards
|
| Topic 5: Configure work distribution and routing | 13% | - Configure workstreams and queues
|
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