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Microsoft AB-250 Exam Syllabus Topics:

SectionWeightObjectives
Configure Agents and AI Capabilities10-15%- Enable AI-assisted experiences
  • 1. AI-enhanced customer experiences
  • 2. Agent assistance features
  • 3. Microsoft Copilot capabilities
  • 4. Autonomous service agents
Implement Channels30-35%- Configure customer engagement channels
  • 1. Customer communication experiences
  • 2. Digital channels
  • 3. Channel configuration and management
  • 4. Voice channels
Configure Users, Security, and Work Distribution- Manage operational settings
  • 1. Routing strategies
  • 2. User configuration
  • 3. Queue management
  • 4. Work distribution
  • 5. Security roles and permissions
Deploy Dynamics 365 Contact Center15-20%- Deploy contact center environments
  • 1. Integrate third-party CCaaS solutions
  • 2. Configure channels and foundational settings
  • 3. Connect data sources
  • 4. Configure embedded and standalone deployments
Monitor and Optimize Contact Center Operations- Operational excellence
  • 1. Performance monitoring
  • 2. Agent productivity improvement
  • 3. Supervisor oversight
  • 4. Customer engagement optimization

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