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  • AB-250 (Transforming Contact Center Experiences with AI in Dynamics 365)
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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AB-250

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Microsoft AB-250 Exam Syllabus Topics:

SectionWeightObjectives
Implement channels and engagement experiences33%- Configure proactive engagement
  • 1. Configure notifications and alerts
  • 2. Design customer journey orchestration
  • 3. Implement outbound dialing modes
- Configure omnichannel channels
  • 1. Set up voice, chat, email, and social channels
  • 2. Configure channel-specific settings and rules
  • 3. Orchestrate cross-channel experiences
- Configure contact center environments
  • 1. Integrate third-party CCaaS solutions
  • 2. Deploy embedded and standalone modes
  • 3. Configure data sources and connectivity
Configure work distribution and routing13%- Design routing strategies
  • 1. Implement skill-based and attribute-based routing
  • 2. Configure priority and capacity rules
  • 3. Set up fallback and escalation logic
- Configure workstreams and queues
  • 1. Create and manage queues and distribution groups
  • 2. Configure workload balancing and thresholds
  • 3. Define workstream classification and rules
- Implement workforce management
  • 1. Monitor and adjust operational efficiency
  • 2. Set up skills and capacity management
  • 3. Configure demand forecasting and scheduling
Configure agents and AI capabilities13%- Enable AI-assisted experiences
  • 1. Set up real-time guidance and suggestions
  • 2. Implement knowledge management integration
  • 3. Configure Copilot for agents and supervisors
- Implement AI-powered self-service agents
  • 1. Build and configure agents using Copilot Studio
  • 2. Test and optimize agent performance
  • 3. Define topics, triggers, and escalation rules
- Manage autonomous service agents
  • 1. Monitor and improve agent operations
  • 2. Identify use cases for autonomous agents
  • 3. Configure agent governance and security
Configure representative experience and productivity18%- Set up representative profiles and access
  • 1. Define roles, permissions, and security models
  • 2. Personalize workspace and interface
  • 3. Configure presence and status management
- Configure supervisor capabilities
  • 1. Set up monitoring and coaching tools
  • 2. Configure real-time and historical insights
  • 3. Manage team performance and feedback
- Enable productivity tools
  • 1. Implement automation and shortcuts
  • 2. Integrate Microsoft Teams and collaboration features
  • 3. Configure productivity dashboards and widgets
Manage analytics and continuous improvement13%- Implement governance and compliance
  • 1. Ensure regulatory compliance
  • 2. Configure security and privacy controls
  • 3. Manage data retention and audit logs
- Monitor and troubleshoot operations
  • 1. Optimize processes and configurations
  • 2. Analyze interaction and service data
  • 3. Identify and resolve operational issues
- Configure reporting and dashboards
  • 1. Set up built-in and custom reports
  • 2. Define KPIs and performance metrics
  • 3. Integrate Power BI and advanced analytics

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