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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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Microsoft AB-250 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Configure work distribution and routing13%- Implement workforce management
  • 1. Configure demand forecasting and scheduling
  • 2. Set up skills and capacity management
  • 3. Monitor and adjust operational efficiency
- Configure workstreams and queues
  • 1. Configure workload balancing and thresholds
  • 2. Define workstream classification and rules
  • 3. Create and manage queues and distribution groups
- Design routing strategies
  • 1. Set up fallback and escalation logic
  • 2. Configure priority and capacity rules
  • 3. Implement skill-based and attribute-based routing
Topic 2: Manage analytics and continuous improvement13%- Monitor and troubleshoot operations
  • 1. Optimize processes and configurations
  • 2. Identify and resolve operational issues
  • 3. Analyze interaction and service data
- 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
- Implement governance and compliance
  • 1. Ensure regulatory compliance
  • 2. Configure security and privacy controls
  • 3. Manage data retention and audit logs
Topic 3: Configure agents and AI capabilities13%- Manage autonomous service agents
  • 1. Configure agent governance and security
  • 2. Monitor and improve agent operations
  • 3. Identify use cases for autonomous agents
- Enable AI-assisted experiences
  • 1. Configure Copilot for agents and supervisors
  • 2. Implement knowledge management integration
  • 3. Set up real-time guidance and suggestions
- Implement AI-powered self-service agents
  • 1. Test and optimize agent performance
  • 2. Define topics, triggers, and escalation rules
  • 3. Build and configure agents using Copilot Studio
Topic 4: Implement channels and engagement experiences33%- Configure contact center environments
  • 1. Deploy embedded and standalone modes
  • 2. Configure data sources and connectivity
  • 3. Integrate third-party CCaaS solutions
- Configure omnichannel channels
  • 1. Configure channel-specific settings and rules
  • 2. Set up voice, chat, email, and social channels
  • 3. Orchestrate cross-channel experiences
- Configure proactive engagement
  • 1. Design customer journey orchestration
  • 2. Implement outbound dialing modes
  • 3. Configure notifications and alerts
Topic 5: 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
- Enable productivity tools
  • 1. Configure productivity dashboards and widgets
  • 2. Implement automation and shortcuts
  • 3. Integrate Microsoft Teams and collaboration features
- Configure supervisor capabilities
  • 1. Configure real-time and historical insights
  • 2. Manage team performance and feedback
  • 3. Set up monitoring and coaching tools

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