Free Practice Questions for Microsoft Dynamics 365 Contact Center (AB-250) Certification
Study with 346 exam-style practice questions designed to help you prepare for the Microsoft Dynamics 365 Contact Center (AB-250).
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Key information about Microsoft Dynamics 365 Contact Center (AB-250)
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Experience implementing or planning to implement contact center as a service (CCaaS) solutions; an understanding of how voice, social, and digital channels are used and orchestrated; familiarity with contact center personas; a fundamental understanding of agents, AI self-service, and AI-assisted experiences; experience working in or supporting business environments focused on agent productivity, routing, and service performance; familiarity with the supervisor role; experience with Microsoft Power Platform, Microsoft Copilot Studio, Power BI, Microsoft Teams, and Microsoft Foundry; knowledge of automation, integrations, and AI capabilities; understanding of modern contact centers design.
A contact center engineer or solutions pro who designs, implements, and supports AI-powered contact center solutions using Microsoft Dynamics 365 Contact Center and service-oriented autonomous agents.
Exam Topics & Skills Assessed
Skills measured (from the official study guide)
Domain 1: Deploy Dynamics 365 Contact Center
Subdomain 1.1: Implement Dynamics 365 Contact Center
Configure the Copilot Service workspace - Configure and extend connectors for Dynamics 365 Contact Center - Configure embedded Dynamics 365 Contact Center mode - Configure Copilot for third-party CCaaS solutions - Enable agent simulation to evaluate journeys - Enable the Health Agent to proactively investigate issues - Enable agents to perform transformation, environment migration, and configuration
Subdomain 1.2: Deploy Dynamics 365 Contact Center
Manage and roll out agents by using the Agent hub - Create solutions for Dynamics 365 Contact Center deployments - Configure application lifecycle management (ALM) for Dynamics 365 Contact Center deployments - Manage an omnichannel environment
Subdomain 1.3: Manage users
Configure user settings - Create user accounts - Manage security roles, including custom security roles and personas - Manage capacity profiles
Domain 2: Implement channels
Subdomain 2.1: Configure chat and digital channels
Configure the chat channel - Configure the record-based channel - Configure digital channels - Configure and embed a chat widget - Configure proactive chat - Configure pre-chat surveys - Manage quick replies - Extend the chat experience using the live chat SDK - Configure authentication settings for chat - Manage chat in native mobile apps by using the Messaging SDK for Dynamics 365 Contact Center - Configure a custom messaging channel by using messaging APIs - Enable real-time translation of conversations - Configure customer settings, including location and self-service settings
Subdomain 2.2: Provision and manage the voice channel
Configure the voice channel - Integrate a non-Microsoft interactive voice response (IVR) system with voice channel - Manage phone numbers - Configure inbound and outbound calling profiles - Configure call recording, transcription, and real-time translation - Configure agent feedback - Manage voice calls via the CCaaS SDK API
Subdomain 2.3: Configure channel features
Manage context variables - Configure automatic customer identification - Close conversations automatically - Enable consult with representatives and transfer of conversations - Configure sensitive data masking - Configure custom presences - Configure messages, including templates, formatting, automated messages, and outbound messages - Manage active conversation settings - Configure the timeline - Use custom connectors with the timeline control - Configure the channel integration framework - Manage conversations - Configure feedback by using Copilot Studio - Manage file attachments - Manage proactive outbound engagement - Configure proactive outbound campaigns, including workstreams and triggers - Configure dialing methods for proactive outbound campaigns - Set up the proactive outbound dashboard - Configure Workforce management (WFM) - Configure shift management and scheduling - Configure forecasting - Integrate third-party WFM solutions - Design the Dynamics 365 Contact Center setup - Use best practices when setting up voice - Use best practices for developing AI capabilities - Evaluate the total cost of ownership for a Dynamics 365 Contact Center implementation
Domain 3: Configure agents and AI capabilities
Subdomain 3.1: Configure agent assist capabilities in Dynamics 365 Contact Center
Configure Copilot summaries - Configure the Ask a question feature - Configure knowledge sources for Copilot in Dynamics 365 Customer Service - Extend Copilot capabilities with prompt plugins and tools - Interpret the Copilot analytics report - Create a smart assist bot
Subdomain 3.2: Configure voice agents
Configure IVR with voice agents by using generative AI or classic orchestration - Manage variables in Copilot Studio - Secure the Dynamics 365 Contact Center voice channel - Configure compliant call recording in Copilot Studio - Configure SIP header transfers - Configure the Real-time Speech agent - Configure dual-tone multi-frequency (DTMF), natural language understanding (NLU), and speech-based IVR - Configure Copilot Studio voice triggers - Implement best practices for configuring voice agents - Configure multilingual voice agents
Domain 4: Configure work distribution
Subdomain 4.1: Configure queues
Create and manage queues - Configure queue prioritization - Configure overflow and fallback - Configure work assignment methods - Set up operating hours
Subdomain 4.2: Configure basic and unified routing
Configure workstreams, including configuring context variables and associating agents in Copilot Studio - Configure work classification rules - Configure the engagement agent - Configure skills-based routing - Configure AI-enabled skills-based routing - Configure intent-based routing - Configure preferred representative routing - Configure routing for records - Configure basic routing rule sets - Diagnose unified routing by using conversation diagnostics
Domain 5: Configure the Dynamics 365 Contact Center representative experience
Subdomain 5.1: Configure experience profiles
Create experience profiles - Configure application tab templates - Configure the agent inbox, including creating custom views - Configure session templates - Configure notification template
Subdomain 5.2: Configure productivity tools
Enable custom productivity panels - Configure scripts, including slugs - Create macros - Enable Teams collaboration - Extend the productivity panel by using the app profile manager JavaScript API reference - Extend the customer service representative experience by using the Omnichannel JavaScript API
Subdomain 5.3: Create and administer knowledge management
Configure internal knowledge search capabilities - Integrate and search external knowledge sources - Configure tables for knowledge management - Configure the Customer Knowledge Management agent - Integrate knowledge into portals
Domain 6: Manage analytics for the Dynamics 365 Contact Center
Subdomain 6.1: Configure the Dynamics 365 Contact Center supervisor experience
Configure supervisor settings - Configure the Quality Evaluation agent - Configure access to analytics and dashboards - Perform supervisor actions for conversations - Configure the supervisor app
Subdomain 6.2: Customize analytics and reporting
Customize the key performance indicators (KPIs) in the analytics reports by using the embedded Power BI editor - Embed out-of-the-box reports in the Copilot Service workspace app - Customize historical and real-time analytics reports by using Power BI - Extend historical and real-time analytics reports by using Power BI Desktop - Configure conversation diagnostics in Application Insights - Configure and embed telemetry and analytics from Application Insights
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