Dynamics 365 Contact Center AI Engineer Associate AB-250

• Deploy and configure Dynamics 365 Contact Center.
• Configure voice, digital, chat, and other customer engagement channels.
• Configure queues, workstreams, routing, and work distribution.
• Configure customer service representative experiences and productivity tools.
• Configure knowledge management, Copilot, and AI agents.
• Configure workforce management and supervisor capabilities.
• Configure proactive engagement capabilities.
• Monitor and optimize contact center operations using analytics and AI-driven insights.

Module 1: Implement an AI-powered contact center with Dynamics 365

• Introduction to implementing Dynamics 365 Contact Center
• Configure Dynamics 365 Contact Center core capabilities
• Configure queues in Dynamics 365 Contact Center
• Configure routing in Dynamics 365 Contact Center

Module 2: Configure channels in Dynamics 365 Contact Center

• Configure chat and digital channels in Dynamics 365 Contact Center
• Configure the voice channel in Dynamics 365 Contact Center
• Configure advanced settings for channels in Dynamics 365 Contact Center
• Design and deploy intelligent voice agents in Dynamics 365 Contact Center

Module 3: Empower customer service representatives in Dynamics 365 Contact Center

• Optimize staffing with workforce management in Dynamics 365 Contact Center
• Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center
• Accelerate service delivery with productivity tools in Dynamics 365 Contact Center
• Configure knowledge management in Dynamics 365 Customer Service and Contact Center
• Configure AI agents and Copilot in Dynamics 365 Contact Center

Module 4: Monitor and optimize Dynamics 365 Contact Center with AI-driven insights

• Manage contact center operations with supervisor tools in Dynamics 365 Contact Center
• Reach customers first with proactive engagement in Dynamics 365 Contact Center
• Unlock insights with analytics and reporting in Dynamics 365 Contact Center

3 Days

Certification: Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate

Exam: AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

Duration: 120 minutes

• Deploy and configure Dynamics 365 Contact Center.
• Configure queues, workstreams, and routing strategies.
• Configure chat and digital channels.
• Configure the voice channel and voice workstreams.
• Configure advanced channel settings and intelligent voice agents.
• Configure representative experience profiles and productivity tools.
• Configure knowledge management and AI agents.
• Configure Copilot capabilities for customer service representatives.
• Configure workforce management and staffing.
• Configure supervisor controls, quality management, and analytics.
• Configure proactive engagement and outbound campaigns.
• Analyze contact center performance using analytics and reporting.

• Contact center engineers and solutions professionals.
• Professionals who design, implement, and support AI-powered contact center solutions.
• Professionals implementing or planning to implement CCaaS solutions.
• Contact center professionals working with voice, social, and digital channels.
• Professionals working with agent productivity, routing, and service performance.
• Contact center supervisors and professionals familiar with supervisor activities.

• Experience implementing or planning to implement contact center as a service (CCaaS) solutions.
• Understanding of how voice, social, and digital channels are used and orchestrated in a contact center.
• Familiarity with contact center personas such as representatives, supervisors, and administrators.
• 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 and related activities.
• Experience with Microsoft Power Platform, Microsoft Copilot Studio, Power BI, Microsoft Teams, and Microsoft Foundry.