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Updated: Aug 19, 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 |
| Exam Format: | Multiple choice, Case studies, Drag and drop, Performance-based |
| Certificate Validity Period: | 2 years |
| Real Exam Qty: | 50-60 |
| Exam Duration: | 120 minutes |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| Passing Score: | 700 |
| Available Languages: | English, Japanese, Chinese (Simplified) |
| Exam Price: | $165 USD |
| Recommended Training: | AB-250T00: Transform contact center experiences with AI in Dynamics 365 Microsoft Learn Learning Paths |
| Exam Registration: | Pearson VUE Scheduling Microsoft Learn Exam Registration |
| Exam Way: | Online proctored or onsite testing center |
| Pre Condition: | No required prerequisites; recommended experience with Dynamics 365 Contact Center, CCaaS solutions, Power Platform, and AI concepts |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/resources/study-guides/ab-250 |
Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
| Topic 2: Implement channels and engagement experiences | 33% | - Configure proactive engagement
|
| Topic 3: Configure representative experience and productivity | 18% | - Enable productivity tools
|
| Topic 4: Configure work distribution and routing | 13% | - Configure workstreams and queues
|
| Topic 5: Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
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