Almanac
Almanac/training/ab-250beta

Dynamics 365 Contact Center AI Engineer Associate

AB-250intermediate10 uncoveredMicrosoft CopilotDynamics 365 Contact Center
115–20%Deploy Dynamics 365 Contact Center — 15–20% · 7 covered, 3 doc only, 5 uncovered230–35%Implement channels — 30–35% · 19 covered, 23 doc only, 4 uncovered310–15%Configure agents and AI capabilities — 10–15% · 10 covered, 4 doc only, 2 uncovered410–15%Configure work distribution — 10–15% · 8 covered, 6 doc only, 1 uncovered515–20%Configure the Dynamics 365 Contact Center representative experience — 15–20% · 5 covered, 8 doc only, 3 uncovered610–15%Manage analytics for the Dynamics 365 Contact Center — 10–15% · 3 covered, 4 doc only, 4 uncovered
module + docdoc onlynothingcircle size = share of the exam
About the non-Microsoft material below. Listed because it is useful, not because anyone paid for the placement — there are no affiliate links on this site and no one has been charged to appear. Anything marked Used it is a first-hand opinion; everything else is a listing, not a recommendation. Exam dumps and “real exam questions” sites are deliberately absent: using them breaches Microsoft's exam policy and can cost you the certification you already hold.

Where the marks are

Outline carries no date — usually an exam still in beta · re-read nightly
Deploy Dynamics 365 Contact Center15 objectives · 5h 58m
Implement channels46 objectives · 12h 38m
Configure agents and AI capabilities16 objectives · 5h 20m
Configure work distribution15 objectives · 4h 37m
Configure the Dynamics 365 Contact Center representative experience16 objectives · 3h 57m
Manage analytics for the Dynamics 365 Contact Center11 objectives · 1h 56m

Beyond Microsoft Learn — the whole certification

AB-250T00 — Transform contact center experiences with AI in Dynamics 365PaidInstructor-led

Microsoft's official classroom course for this exam, delivered by training partners. Worth it if your employer is paying and you want the labs and someone to ask; the content is the same material the modules above cover.

Microsoft (delivered by partners) · Priced by the delivery partner, not Microsoft
Stage 1

Deploy Dynamics 365 Contact Center

15–20% · 5h 58m

Implement Dynamics 365 Contact Center

Configure the Copilot Service workspace
Covered
Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center34m·KB: Copilot Service Workspace: Agent Interface Overview
Configure and extend connectors for Dynamics 365 Contact Center
Covered
Get started with Dynamics 365 Contact Center56m·KB: Overview: AI Agents in Dynamics 365 Contact Center
Configure embedded Dynamics 365 Contact Center mode
No module
Get started with Dynamics 365 Contact Center56m
Configure Copilot for third-party CCaaS solutions
Weak matchCovered
Optimize staffing with workforce management in Dynamics 365 Contact Center42m·KB: Third-Party Bot Integration (Direct Line)
Enable agent simulation to evaluate journeys
Weak matchDoc only
GA June CY2026 · 107 days, no module·KB: Quality Evaluation Agent
Enable the Health Agent to proactively investigate issues
No module
GA June CY2026 · 107 days, no module
Enable agents to perform transformation, environment migration, and configuration
No module
GA June CY2026 · 107 days, no module

Deploy Dynamics 365 Contact Center

Manage and roll out agents by using the Agent hub
Weak matchCovered
Extend declarative agents with connector tools in Copilot Studio38m·KB: Agent Hub
Create solutions for Dynamics 365 Contact Center deployments
Covered
Get started with Dynamics 365 Contact Center56m·KB: Overview: AI Agents in Dynamics 365 Contact Center
Configure application lifecycle management (ALM) for Dynamics 365 Contact Center deployments
Covered
Use application lifecycle management in Dynamics 365 Intelligent Order Management41m·KB: Overview: AI Agents in Dynamics 365 Contact Center
Manage an omnichannel environment
Weak matchNo module
Get started with Omnichannel for Customer Service1h 47m

Manage users

Configure user settings
Weak matchCovered
Configure your user interface in finance and operations apps40m·KB: Locale & Language Settings
Create user accounts
Weak matchNo module
Configure your user interface in finance and operations apps40m
Manage security roles, including custom security roles and personas
Doc only
GA Apr 30, 2026 · 139 days, no module·KB: RBAC / Security Roles
Manage capacity profiles
Doc only
GA Jan 31, 2026 · 228 days, no module·KB: Capacity Profiles
Stage 2

Implement channels

30–35% · 12h 38m

Configure chat and digital channels

Configure the chat channel
Doc only
GA May 12, 2026 · 127 days, no module·KB: Enhanced Chat Widget
Configure the record-based channel
Weak matchDoc only
GA May 12, 2026 · 127 days, no module·KB: Pre-Conversation Survey (Chat Channel)
Configure digital channels
Weak matchCovered
Configure chat and digital channels in Dynamics 365 Contact Center47m·KB: Attachment Handling Across Channels
Configure and embed a chat widget
Doc only
GA Feb 24, 2026 · 204 days, no module·KB: Enhanced Chat Widget
Configure proactive chat
Doc only
GA Apr 30, 2026 · 139 days, no module·KB: Proactive Chat
Configure pre-chat surveys
Doc only
GA Feb 24, 2026 · 204 days, no module·KB: Pre-Conversation Survey (Chat Channel)
Manage quick replies
Doc only
No module maps to this objective·KB: Quick Replies
Extend the chat experience using the live chat SDK
Doc only
GA Feb 24, 2026 · 204 days, no module·KB: Experience Profiles
Configure authentication settings for chat
Doc only
GA Feb 24, 2026 · 204 days, no module·KB: Chat Authentication (OAuth 2.0 JWT)
Manage chat in native mobile apps by using the Messaging SDK for Dynamics 365 Contact Center
No module
Get started with Dynamics 365 Contact Center56m
Configure a custom messaging channel by using messaging APIs
Doc only
GA May 12, 2026 · 127 days, no module·KB: Custom Messaging Channel (Direct Line API)
Enable real-time translation of conversations
Doc only
GA May 1, 2026 · 138 days, no module·KB: Real-Time Translation
Configure customer settings, including location and self-service settings
Weak matchNo module
Explore Dynamics 365 Contact Center36m

Provision and manage the voice channel

Configure the voice channel
Weak matchCovered
Deploy a Voice channel in Dynamics 365 Customer Service1h 12m·KB: Voice Channel: Overview & Architecture
Integrate a non-Microsoft interactive voice response (IVR) system with voice channel
Weak matchCovered
Configure the voice channel in Dynamics 365 Contact Center56m·KB: Real-Time Voice Agents (Speech-to-Speech IVR)
Manage phone numbers
Doc only
GA Apr 13, 2026 · 156 days, no module·KB: Teams Phone Integration
Configure inbound and outbound calling profiles
Weak matchCovered
Configure the voice channel in Dynamics 365 Contact Center56m·KB: Voice Channel: Outbound Calling
Configure call recording, transcription, and real-time translation
Weak matchCovered
Manage contact center operations with supervisor tools in Dynamics 365 Contact Center39m·KB: Voice Channel: Call Recording, Transcription, and Real-Time Translation
Configure agent feedback
Doc only
GA June CY2026 · 107 days, no module·KB: Agent Performance Feedback & Coaching
Manage voice calls via the CCaaS SDK API
Weak matchDoc only
GA May 8, 2026 · 131 days, no module·KB: Proactive Voice Engagement

Configure channel features

Manage context variables
Doc only
GA Feb 23, 2026 · 205 days, no module·KB: Bot-to-Agent Escalation (Context Transfer)
Configure automatic customer identification
Doc only
GA Apr 30, 2026 · 139 days, no module·KB: Automatic Record Identification
Close conversations automatically
No module
GA May 1, 2026 · 138 days, no module
Enable consult with representatives and transfer of conversations
Doc only
GA Jun 5, 2026 · 103 days, no module·KB: Transfer and Consult Settings
Configure sensitive data masking
Weak matchCovered
Configure your data in finance and operations apps16m·KB: Data Masking
Configure custom presences
Doc only
GA May 1, 2026 · 138 days, no module·KB: Presence and Custom Presence
Configure messages, including templates, formatting, automated messages, and outbound messages
Doc only
GA Mar 31, 2026 · 169 days, no module·KB: Outbound Messaging
Manage active conversation settings
Doc only
GA May 1, 2026 · 138 days, no module·KB: Active Conversation Screen
Configure the timeline
Doc only
No module maps to this objective·KB: Timeline & Activity Feed
Use custom connectors with the timeline control
Weak matchDoc only
GA Apr 30, 2026 · 139 days, no module·KB: Timeline & Activity Feed
Configure the channel integration framework
Doc only
GA May 12, 2026 · 127 days, no module·KB: Channel Integration Framework v2 (CIF v2)
Manage conversations
Weak matchCovered
Design agent conversations using topics1h 11m·KB: Ongoing Conversations Dashboard
Configure feedback by using Copilot Studio
Covered
Set up a Microsoft Copilot Studio agent for voice31m·KB: Customer Feedback Surveys
Manage file attachments
No module
No module maps to this objective
Manage proactive outbound engagement
Weak matchCovered
Reach customers first with proactive engagement in Dynamics 365 Contact Center32m·KB: Proactive Engagement Dashboard
Configure proactive outbound campaigns, including workstreams and triggers
Weak matchDoc only
GA Apr 30, 2026 · 139 days, no module·KB: Proactive SMS Engagement
Configure dialing methods for proactive outbound campaigns
Weak matchCovered
Reach customers first with proactive engagement in Dynamics 365 Contact Center32m·KB: Proactive Voice Engagement
Set up the proactive outbound dashboard
Weak matchCovered
Set up and work with outbound operations using inventory management in Dynamics 365 Supply Chain Management27m·KB: Proactive Engagement Dashboard
Configure Workforce management (WFM)
Weak matchCovered
Describe workforce management in Dynamics 365 Contact Center54m·KB: WFM Intraday Management
Configure shift management and scheduling
Weak matchCovered
Get started with project management in Dynamics 365 Project Operations2h 7m·KB: WFM Schedule Management
Configure forecasting
Weak matchCovered
Intelligent cash flow in Dynamics 365 Finance26m·KB: Agent Forecasting for Conversations
Integrate third-party WFM solutions
Covered
Optimize staffing with workforce management in Dynamics 365 Contact Center42m·KB: Third-Party Bot Integration (Direct Line)
Design the Dynamics 365 Contact Center setup
Covered
Get started with Dynamics 365 Contact Center56m·KB: WFM Setup and Installation
Use best practices when setting up voice
Covered
Learn best practices from Microsoft Technical Trainers26m·KB: Routing Design Best Practices & Optimisation
Use best practices for developing AI capabilities
Covered
Learn best practices from Microsoft Technical Trainers26m·KB: Routing Design Best Practices & Optimisation
Evaluate the total cost of ownership for a Dynamics 365 Contact Center implementation
Covered
Get started with Dynamics 365 Contact Center56m·KB: Overview: AI Agents in Dynamics 365 Contact Center
Stage 3

Configure agents and AI capabilities

10–15% · 5h 20m

Configure agent assist capabilities in Dynamics 365 Contact Center

Configure Copilot summaries
Doc only
GA June CY2026 · 107 days, no module·KB: Copilot Case and Conversation Summaries
Configure the Ask a question feature
Doc only
No module maps to this objective·KB: Copilot Help Pane (Ask a Question / Draft a Response)
Configure knowledge sources for Copilot in Dynamics 365 Customer Service
Covered
Search and filter knowledge articles by using Dynamics 365 Customer Service58m·KB: Service Agent in Microsoft 365 Copilot
Extend Copilot capabilities with prompt plugins and tools
Weak matchCovered
Extend declarative agents with prompt tools in Copilot Studio35m·KB: Copilot Plugins for Generative AI (Preview)
Interpret the Copilot analytics report
Weak matchCovered
Access and interpret analytics with Dynamics 365 Customer Insights - Journeys42m·KB: Omnichannel Historical Analytics
Create a smart assist bot
Doc only
GA Feb 9, 2026 · 219 days, no module·KB: Smart Assist

Configure voice agents

Configure IVR with voice agents by using generative AI or classic orchestration
Weak matchCovered
Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center36m·KB: IVR Agents for Voice Channel (Copilot Studio)
Manage variables in Copilot Studio
Covered
Set up a Microsoft Copilot Studio agent for voice31m·KB: Copilot Studio Agent Integration
Secure the Dynamics 365 Contact Center voice channel
No module
Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center36m
Configure compliant call recording in Copilot Studio
Weak matchCovered
Take action from agent conversations using topics and tools in Microsoft Copilot Studio42m·KB: Voice Channel: Call Recording, Transcription, and Real-Time Translation
Configure SIP header transfers
Doc only
GA Jun 5, 2026 · 103 days, no module·KB: SIP X Header Support for Context Transfer
Configure the Real-time Speech agent
Weak matchCovered
Ground agents with enterprise knowledge using connectors and Azure AI Search in Microsoft Copilot Studio50m·KB: Real-Time Voice Agents (Speech-to-Speech IVR)
Configure dual-tone multi-frequency (DTMF), natural language understanding (NLU), and speech-based IVR
No module
GA Apr 1, 2026 · 168 days, no module
Configure Copilot Studio voice triggers
Covered
Set up a Microsoft Copilot Studio agent for voice31m·KB: Proactive Voice Personalisation
Implement best practices for configuring voice agents
Covered
Learn best practices from Microsoft Technical Trainers26m·KB: Routing Design Best Practices & Optimisation
Configure multilingual voice agents
Covered
Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center36m·KB: IVR Agents for Voice Channel (Copilot Studio)
Stage 4

Configure work distribution

10–15% · 4h 37m

Configure queues

Create and manage queues
Doc only
GA Jun 5, 2026 · 103 days, no module·KB: Queues: Setup & Management
Configure queue prioritization
Weak matchCovered
Configure work classification and assignment in Dynamics 365 Customer Service46m·KB: Queue Health Metrics (Real-Time)
Configure overflow and fallback
Doc only
No module maps to this objective·KB: Overflow Management
Configure work assignment methods
Covered
Configure work classification and assignment in Dynamics 365 Customer Service46m·KB: Assignment Methods for Queues
Set up operating hours
No module
GA Feb 6, 2026 · 222 days, no module

Configure basic and unified routing

Configure workstreams, including configuring context variables and associating agents in Copilot Studio
Weak matchCovered
Add structured automation to agents in Microsoft Copilot Studio46m·KB: Copilot Studio Agent Integration
Configure work classification rules
Weak matchCovered
Work with assignment rules in Dynamics 365 Sales accelerator1h 5m·KB: Work Classification Rulesets
Configure the engagement agent
Doc only
GA June CY2026 · 107 days, no module·KB: Proactive Voice Engagement
Configure skills-based routing
Covered
Use skill-based routing in Dynamics 365 Customer Service49m·KB: Percent-Based Routing
Configure AI-enabled skills-based routing
Weak matchCovered
Use skill-based routing in Dynamics 365 Customer Service49m·KB: Skill-Based Routing
Configure intent-based routing
Doc only
GA May 8, 2026 · 131 days, no module·KB: Intelligent Skill Finder (ML-Based Routing)
Configure preferred representative routing
Doc only
GA May 1, 2026 · 138 days, no module·KB: Preferred Agent Routing
Configure routing for records
Weak matchCovered
Configure work classification and assignment in Dynamics 365 Customer Service46m·KB: Record Routing
Configure basic routing rule sets
Weak matchCovered
Entity record routing with Omnichannel for Dynamics 365 Customer Service1h 11m·KB: Priority-Based Routing
Diagnose unified routing by using conversation diagnostics
Doc only
GA May 1, 2026 · 138 days, no module·KB: Record Routing
Stage 5

Configure the Dynamics 365 Contact Center representative experience

15–20% · 3h 57m

Configure experience profiles

Create experience profiles
Weak matchCovered
Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center34m·KB: Experience Profiles
Configure application tab templates
Doc only
GA Jan 31, 2026 · 228 days, no module·KB: Application Tab Templates
Configure the agent inbox, including creating custom views
Weak matchDoc only
GA June CY2026 · 107 days, no module·KB: Agent Status & Capacity View
Configure session templates
Doc only
No module maps to this objective·KB: Session Templates
Configure notification template
Doc only
GA May 1, 2026 · 138 days, no module·KB: Notification Templates

Configure productivity tools

Enable custom productivity panels
Weak matchNo module
Accelerate service delivery with productivity tools in Dynamics 365 Contact Center36m
Configure scripts, including slugs
Doc only
No module maps to this objective·KB: Agent Scripts
Create macros
Doc only
No module maps to this objective·KB: Macros
Enable Teams collaboration
Weak matchDoc only
GA Apr 27, 2026 · 142 days, no module·KB: Teams Voice Consult (VOIP)
Extend the productivity panel by using the app profile manager JavaScript API reference
No module
GA Feb 19, 2026 · 209 days, no module
Extend the customer service representative experience by using the Omnichannel JavaScript API
Weak matchNo module
Enhance representative productivity with Customer Service workspace41m

Create and administer knowledge management

Configure internal knowledge search capabilities
Weak matchCovered
Configure knowledge management in Dynamics 365 Customer Service and Contact Center1h·KB: Knowledge Management
Integrate and search external knowledge sources
Covered
Configure knowledge management in Dynamics 365 Customer Service and Contact Center1h·KB: Knowledge Management
Configure tables for knowledge management
Covered
Configure knowledge management in Dynamics 365 Customer Service and Contact Center1h·KB: Knowledge Analytics
Configure the Customer Knowledge Management agent
Covered
Explore self-service capabilities in Dynamics 3651h 6m·KB: Customer Knowledge Management Agent
Integrate knowledge into portals
Doc only
GA Oct 31, 2025 · 320 days, no module·KB: Knowledge Management
Stage 6

Manage analytics for the Dynamics 365 Contact Center

10–15% · 1h 56m

Configure the Dynamics 365 Contact Center supervisor experience

Configure supervisor settings
No module
GA Feb 6, 2026 · 222 days, no module
Configure the Quality Evaluation agent
Doc only
GA June CY2026 · 107 days, no module·KB: Quality Evaluation Agent
Configure access to analytics and dashboards
Covered
Manage contact center operations with supervisor tools in Dynamics 365 Contact Center39m·KB: Omnichannel Historical Analytics
Perform supervisor actions for conversations
Weak matchDoc only
GA May 1, 2026 · 138 days, no module·KB: Ongoing Conversations Dashboard
Configure the supervisor app
Doc only
GA Feb 19, 2026 · 209 days, no module·KB: Supervisor Dashboard Extensibility (Custom Metrics)

Customize analytics and reporting

Customize the key performance indicators (KPIs) in the analytics reports by using the embedded Power BI editor
No module
GA Apr 30, 2026 · 139 days, no module
Embed out-of-the-box reports in the Copilot Service workspace app
No module
GA June CY2026 · 107 days, no module
Customize historical and real-time analytics reports by using Power BI
Doc only
GA Apr 30, 2026 · 139 days, no module·KB: Omnichannel Historical Analytics
Extend historical and real-time analytics reports by using Power BI Desktop
Weak matchNo module
Unlock insights with analytics and reporting in Dynamics 365 Contact Center35m
Configure conversation diagnostics in Application Insights
Covered
Unlock insights with analytics and reporting in Dynamics 365 Contact Center35m·KB: Average Wait-Time Diagnostics
Configure and embed telemetry and analytics from Application Insights
Weak matchCovered
Access and interpret analytics with Dynamics 365 Customer Insights - Journeys42m·KB: Power BI Embedded Analytics