Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
Certification Provider: Microsoft
Corresponding Certification: Microsoft Certified: Dynamics 365 Sales AI Consultant Associate
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Check Updated on: Oct 10, 2026
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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Implement Channels | 30-35% | - Configure customer engagement channels
|
| Configure Users, Security, and Work Distribution | - Manage operational settings
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
A company needs its supervisors to be able to access analytics dashboards. You need to configure supervisor access.
Which two approaches could achieve this goal? Each correct answer presents a complete solution.
- A. Assign workspace roles for report consumption.
- B. Configure supervisor monitoring permissions.
- C. Assign the supervisor role.
- D. Assign security roles that include analytics privileges.
- E. Enable analytics data refresh schedules.
Correct Answer: C,D 🗳️
Explanation: Only visible for Pass4sureCert members. You can sign-up / login (it's free).
A company uses Dynamics 365 Customer Service with Workforce management and shift-based routing enabled.
Customer service representatives (CSRs) at the company must receive work only during scheduled working hours. They must NOT receive work during breaks within a shift.
You need to configure routing eligibility.
How should you complete each configuration? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer:
A company uses Dynamics 365 Contact Center and must redirect work items once they reach a maximum wait time of 30 seconds. You need to configure Contact Center queues to meet this requirement.
What should you configure?
- A. A session template, which governs what a CSR sees once a conversation is accepted, not queue wait-time behavior.
- B. An overflow rule on the queue with a 30-second wait-time threshold that redirects the work item to a fallback queue once the threshold is reached.
- C. A knowledge article association, which has no relationship to queue wait-time handling.
- D. A capacity profile that limits how many conversations a single CSR can hold, which does not address wait-time-based redirection.
Correct Answer: B 🗳️
Explanation: Only visible for Pass4sureCert members. You can sign-up / login (it's free).
A company sets up shifts for its customer service representatives (CSRs), and CSRs must not receive work while on break. You need to stop conversations from being delivered to CSRs during those periods.
Which two actions should you perform? Each correct answer presents part of the solution.
- A. Set activity status as unavailable.
- B. Set staffing targets for forecast periods.
- C. Define activity types for shifts.
- D. Disable queue prioritization.
- E. Configure capacity profiles for CSRs.
Correct Answer: A,C 🗳️
Explanation: Only visible for Pass4sureCert members. You can sign-up / login (it's free).
A company uses separate development and production environments for Dynamics 365 Contact Center. The development environment includes updated communication channels and modified routing behavior for assigning work items to customer service representatives (CSRs).
After recent updates, production does NOT reflect the expected behavior. New interaction entry points are unavailable. Work items are NOT being assigned according to the updated logic.
The company requires a solution that ensures:
- Interaction entry points behave consistently between environments.
- Work assignment behavior reflects the latest configuration changes.
You need to manage how omnichannel configurations are applied across environments.
Which action should you perform for each requirement? To answer, move the appropriate actions to the correct requirements. You may use each action once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content. NOTE: Each correct selection is worth one point.
Correct Answer:
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