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Microsoft AB-250 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Implement omnichannel engagement | - Enable voice and unified routing scenarios - Configure digital messaging and chat channels |
| Topic 2: Optimize agent productivity using Copilot and automation | - Use Copilot for response generation and summarization - Configure workflow automation for service operations |
| Topic 3: Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
| Topic 4: Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
| Topic 5: Knowledge and case management with AI | - Implement case routing and automation rules - Configure knowledge base for agent assistance |





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