Exam Code: AB-250
Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
Certification Provider: Microsoft
Corresponding Certification: Microsoft Certification

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Updated: Aug 21, 2026

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Microsoft AB-250 Exam Overview:

Certification Vendor:	Microsoft
Exam Name:	Transforming Contact Center Experiences with AI in Dynamics 365
Exam Number:	AB-250
Passing Score:	Pass/Fail (threshold not publicly disclosed)
Exam Price:	Varies by region (often free for Applied Skills assessments)
Available Languages:	English
Certificate Validity Period:	Does not expire (Applied Skills credential validity not publicly specified)
Exam Duration:	45 minutes
Exam Format:	Performance-based lab, Scenario-based tasks
Real Exam Qty:	Performance-based assessment (variable tasks)
Related Certifications:	Microsoft Dynamics 365 Customer Service Microsoft Copilot Studio Microsoft Dynamics 365 Contact Center
Recommended Training:	Microsoft Learn - Copilot in Dynamics 365 resources Microsoft Learn - Dynamics 365 Customer Service learning paths
Exam Registration:	Microsoft Credentials - Applied Skills
Exam Way:	Online, Microsoft Learn assessment (performance-based)
Pre Condition:	Recommended experience with Dynamics 365 Customer Service and contact center workflows; no strict prerequisites publicly required
Official Syllabus URL:	https://learn.microsoft.com/credentials/

Microsoft AB-250 Exam Syllabus Topics:

Section	Objectives
Topic 1: Knowledge and case management with AI	- Configure knowledge base for agent assistance - Implement case routing and automation rules
Topic 2: Implement omnichannel engagement	- Enable voice and unified routing scenarios - Configure digital messaging and chat channels
Topic 3: Measure and improve customer experience analytics	- Use insights to improve service quality - Analyze contact center performance metrics
Topic 4: Design AI-enabled contact center experiences	- Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities
Topic 5: Optimize agent productivity using Copilot and automation	- Configure workflow automation for service operations - Use Copilot for response generation and summarization

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Test Engine: AB-250 study test engine can be downloaded and run on your own devices. Practice the test on the interactive & simulated environment.
PDF (duplicate of the test engine): the contents are the same as the test engine, support printing.

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Virtual Exam - test yourself with exam questions with a time limit.
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Online Test Engine can supports Windows / Mac / Android / iOS, etc., because it is the software based on WEB browser. You can use it on any electronic device and practice with self-paced.
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Self Test Engine is suitable for windows operating system, running on the Java environment, and can install on multiple computers.
PDF Version: can be read under the Adobe reader, or many other free readers, including OpenOffice, Foxit Reader and Google Docs.

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