Exam Code: AB-250
Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
Updated: Aug 16, 2026
Q & A: 0 Questions and Answers
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| Section | Objectives |
|---|---|
| Topic 1: Knowledge and case management with AI | - Implement case routing and automation rules - Configure knowledge base for agent assistance |
| Topic 2: Design AI-enabled contact center experiences | - Configure Dynamics 365 Customer Service capabilities - Implement AI-assisted agent experiences with Copilot |
| Topic 3: Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
| Topic 4: Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
| Topic 5: Implement omnichannel engagement | - Enable voice and unified routing scenarios - Configure digital messaging and chat channels |
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