Microsoft Certified Dynamics 365 Contact Center AI Engineer Associate (AB-250)

Microsoft Certified Dynamics 365 Contact Center AI Engineer Associate (AB-250)  (AB-250) 

The Microsoft Certified Dynamics 365 Contact Center AI Engineer Associate (AB-250) certification validates your ability to design, implement, configure, and optimize AI-powered contact center solutions using Microsoft Dynamics 365 Contact Center. This certification is designed for professionals responsible for delivering intelligent customer service experiences through omnichannel engagement, AI-powered assistance, intelligent routing, automation, and Microsoft Copilot capabilities. As organizations increasingly adopt AI-driven customer support solutions, certified professionals demonstrate the skills needed to transform customer service operations, improve agent productivity, and enhance customer satisfaction through modern contact center technologies.

Who should take the Microsoft AB-250 Exam?

• Dynamics 365 Contact Center Engineers
• Customer Service Consultants
• Solution Architects
• Functional Consultants
• AI Solution Specialists
• Customer Experience Professionals
• Contact Center Administrators
• Technical Consultants implementing customer service solutions

Knowledge Required

Candidates preparing for the AB-250 certification should have knowledge of:

• Microsoft Dynamics 365 Customer Service and Contact Center capabilities
• Contact center operations and customer service processes
• Omnichannel engagement and communication channels
• AI-powered customer service solutions and Microsoft Copilot
• Intelligent routing and queue management concepts
• Customer interaction management and case handling
• Security, compliance, and access management principles
• Data integration and customer information management
• Reporting, analytics, and performance monitoring
• Microsoft Power Platform fundamentals

Skills Measured

• Configure and manage Dynamics 365 Contact Center environments.
• Implement voice, chat, messaging, and digital engagement channels.
• Configure work assignment, queues, and intelligent routing.
• Deploy and manage Microsoft Copilot and AI capabilities.
• Implement autonomous agents and automation solutions.
• Integrate customer data sources and external systems.
• Configure security, permissions, and governance controls.
• Monitor contact center performance and optimize operations.
• Manage customer interactions and agent experiences.
• Analyze operational insights and service metrics.

Course Outline 

The Microsoft Certified Dynamics 365 Contact Center AI Engineer Associate (AB-250) Exam covers the following topics

• Module 1: Deploy Dynamics 365 Contact Center (15–20%)
• Module 2: Implement Channels (30–35%)
• Module 3: Configure Agents and AI Capabilities (10–15%)
• Module 4: Configure Work Distribution (10–15%)
• Module 5: Configure the Dynamics 365 Contact Center Representative Experience (15–20%)
• Module 6: Manage Analytics for Dynamics 365 Contact Center (10–15%)