Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
Certification Provider: Microsoft
Corresponding Certification: Microsoft Certification
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Updated: Jul 31, 2026
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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
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