Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB-250)

SKU: 3881
12 Lesson
|
24 Hours
Advance your contact center engineering skills with igmGuru's Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB-250) Training. This course teaches you how to deploy and configure Dynamics 365 Contact Center, implement Microsoft Copilot and autonomous service agents, design intelligent routing strategies, integrate Microsoft Teams and Power Platform, and optimize AI-powered customer service experiences while preparing for the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB-250) certification.
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Microsoft Certified Dynamics 365 Contact Center AI Engineer Associate AB-250

Overview

This course focuses on designing, implementing, and managing AI-powered contact center solutions using Microsoft Dynamics 365 Contact Center. You will learn to configure omnichannel experiences, deploy Copilot-powered capabilities, implement autonomous service agents, optimize routing and analytics, and build scalable customer service solutions aligned with the objectives of the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB-250) certification.

Prerequisites

  • Microsoft Dynamics 365 Fundamentals
  • Experience planning or implementing Contact Center as a Service (CCaaS) solutions
  • Understanding of Voice, Digital, and Social Channel Orchestration
  • Familiarity with Contact Center Personas (Representatives, Supervisors, and Administrators)
  • Fundamental Understanding of AI Self-Service, Autonomous Agents, and Copilots
  • Microsoft Power Platform Fundamentals
  • Microsoft Copilot Studio Fundamentals
  • Microsoft Teams Fundamentals
  • Microsoft Power BI Fundamentals

What Will You Learn

  • Deploy Dynamics 365 Contact Center in Standalone and Embedded Modes
  • Configure Voice, Digital, and Proactive Outbound Channels
  • Design Unified Routing and Workstreams
  • Configure Service Representative Profiles and Agent Experiences
  • Enable Copilot-Assisted Guidance
  • Implement and Manage Service-Oriented Autonomous Agents
  • Manage Contact Center Analytics and Operational Insights
  • Monitor and Resolve Contact Center Operations
  • Integrate Microsoft Teams and Microsoft Power Platform
  • Configure Contact Center Security and Administration
  • Optimize Customer Service Workflows
  • Prepare for the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB-250) Certification

Who Should Do This Training

  • Contact Center Engineers
  • AI Solution Engineers
  • AI Solutions Architects
  • Customer Service Solution Architects
  • Microsoft Power Platform Professionals
  • Dynamics 365 Functional Consultants
  • CRM Consultants
  • Technical Consultants
  • Contact Center Administrators

Key Features

Course Curriculum

1. Dynamics 365 Contact Center Overview
2. Contact Center Architecture
3. Standalone and Embedded Deployments
1. Environment Setup
2. Users and Security Roles
3. Contact Center Configuration
1. Voice Channels
2. Live Chat and Messaging
3. Proactive Outbound Engagement
1. Unified Routing
2. Queue Configuration
3. Workstreams and Assignment Rules
1. Agent Workspace
2. Representative Profiles
3. Productivity Tools
1. Copilot Configuration
2. Copilot-Assisted Guidance
3. Knowledge Suggestions
1. Microsoft Copilot Studio Integration
2. AI Agent Configuration
3. Self-Service Experiences
1. Microsoft Teams Integration
2. Power Automate Integration
3. Dataverse Connectivity
1. Contact Center Analytics
2. Supervisor Dashboards
3. Performance Metrics
1. Operational Monitoring
2. Service Health
3. Troubleshooting and Optimization
1. Security Configuration
2. Compliance and Governance
3. Contact Center Administration
1. Skills Review
2. Practice Scenarios
3. Exam Readiness Assessment
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Course Fees

Online Class Room Program

US $ 799.00
100% Money Back Guarantee
  • Duration : 24 Hrs
  • Plus Self Paced

Classes Starting From

  • Fast Track Batch 07 Aug 2026
  • Weekday Batch 10 Aug 2026
  • Weekend Batch 08 Aug 2026

1 ON 1 Training

US $ 899.00
100% Money Back Guarantee
  • Duration : 24 Hrs
  • Plus Self Paced

Classes Starting From

  • Fast Track Batch 07 Aug 2026
  • Weekday Batch 10 Aug 2026
  • Weekend Batch 08 Aug 2026

Corporate Training

Corporate Training
  • Customized Training Delivery Model
  • Flexible Training Schedule Options
  • Industry Experienced Trainers
  • 24x7 Support
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Microsoft Dynamics 365 Contact Center AI Engineer Certification Training

This Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB-250) Training prepares learners to design, implement, and manage AI-powered contact center solutions using Microsoft Dynamics 365 Contact Center. The course covers omnichannel engagement, unified routing, Microsoft Copilot, autonomous service agents, Microsoft Copilot Studio, Microsoft Teams integration, analytics, and contact center administration. Upon successful completion of the course, learners receive a Course Completion Certificate from igmGuru and are prepared to take the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB-250) certification exam.

Exam Overview

  • Official Name: Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate
  • Exam Code: AB-250
  • Certification Provider: Microsoft
  • Exam Duration: 120 Minutes
  • Number of Questions: 40–60
  • Question Types: Multiple Choice, Case Studies, Active Screen, Build List, Drag and Drop, and Other Interactive Formats
  • Passing Score: 700 out of 1000
  • Exam Cost: USD 165 (price may vary by country or region)
  • Exam Delivery: Pearson VUE Testing Center or Online Proctored
  • Language: English, Japanese, Chinese (Simplified), French, German, Korean, Portuguese (Brazil), and Spanish
  • Certification Renewal: Annual renewal assessment on Microsoft Learn
Microsoft Dynamics 365 Contact Center AI Engineer Certification Training

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