AssociateAB-250
Dynamics 365 Contact Center AI Engineer Associate
Certification for engineers building AI contact center solutions using Dynamics 365 Contact Center with Copilot and Azure AI Services.
Study Hours
35h
Prep Time
~6 weeks
Topics Covered
Dynamics 365 Contact Center
Copilot
AI Routing
Omnichannel
Azure AI
Skills measured
Official study guideMicrosoft's own objectives, in the order the exam presents them. Each area links to its section on Microsoft Learn. Checked 2026-10-26.
Deploy Dynamics 365 Contact Center15–20%
This area on Microsoft LearnImplement Dynamics 365 Contact Center
- Configure the Copilot Service workspace
- Configure and extend connectors for Dynamics 365 Contact Center
- Configure embedded Dynamics 365 Contact Center mode
- Configure Copilot for third-party CCaaS solutions
- Enable agent simulation to evaluate journeys
- Enable the Health Agent to proactively investigate issues
- Enable agents to perform transformation, environment migration, and configuration
Deploy Dynamics 365 Contact Center
- Manage and roll out agents by using the Agent hub
- Create solutions for Dynamics 365 Contact Center deployments
- Configure application lifecycle management (ALM) for Dynamics 365 Contact Center deployments
- Manage an omnichannel environment
Manage users
- Configure user settings
- Create user accounts
- Manage security roles, including custom security roles and personas
- Manage capacity profiles
Implement channels30–35%
This area on Microsoft LearnConfigure chat and digital channels
- Configure the chat channel
- Configure the record-based channel
- Configure digital channels
- Configure and embed a chat widget
- Configure proactive chat
- Configure pre-chat surveys
- Manage quick replies
- Extend the chat experience using the live chat SDK
- Configure authentication settings for chat
- Manage chat in native mobile apps by using the Messaging SDK for Dynamics 365 Contact Center
- Configure a custom messaging channel by using messaging APIs
- Enable real-time translation of conversations
- Configure customer settings, including location and self-service settings
Provision and manage the voice channel
- Configure the voice channel
- Integrate a non-Microsoft interactive voice response (IVR) system with voice channel
- Manage phone numbers
- Configure inbound and outbound calling profiles
- Configure call recording, transcription, and real-time translation
- Configure agent feedback
- Manage voice calls via the CCaaS SDK API
Configure channel features
- Manage context variables
- Configure automatic customer identification
- Close conversations automatically
- Enable consult with representatives and transfer of conversations
- Configure sensitive data masking
- Configure custom presences
- Configure messages, including templates, formatting, automated messages, and outbound messages
- Manage active conversation settings
- Configure the timeline
- Use custom connectors with the timeline control
- Configure the channel integration framework
- Manage conversations
- Configure feedback by using Copilot Studio
- Manage file attachments
- Manage proactive outbound engagement
- Configure proactive outbound campaigns, including workstreams and triggers
- Configure dialing methods for proactive outbound campaigns
- Set up the proactive outbound dashboard
- Configure Workforce management (WFM)
- Configure shift management and scheduling
- Configure forecasting
- Integrate third-party WFM solutions
- Design the Dynamics 365 Contact Center setup
- Use best practices when setting up voice
- Use best practices for developing AI capabilities
- Evaluate the total cost of ownership for a Dynamics 365 Contact Center implementation
Configure agents and AI capabilities10–15%
This area on Microsoft LearnConfigure agent assist capabilities in Dynamics 365 Contact Center
- Configure Copilot summaries
- Configure the Ask a question feature
- Configure knowledge sources for Copilot in Dynamics 365 Customer Service
- Extend Copilot capabilities with prompt plugins and tools
- Interpret the Copilot analytics report
- Create a smart assist bot
Configure voice agents
- Configure IVR with voice agents by using generative AI or classic orchestration
- Manage variables in Copilot Studio
- Secure the Dynamics 365 Contact Center voice channel
- Configure compliant call recording in Copilot Studio
- Configure SIP header transfers
- Configure the Real-time Speech agent
- Configure dual-tone multi-frequency (DTMF), natural language understanding (NLU), and speech-based IVR
- Configure Copilot Studio voice triggers
- Implement best practices for configuring voice agents
- Configure multilingual voice agents
Configure work distribution10–15%
This area on Microsoft LearnConfigure queues
- Create and manage queues
- Configure queue prioritization
- Configure overflow and fallback
- Configure work assignment methods
- Set up operating hours
Configure basic and unified routing
- Configure workstreams, including configuring context variables and associating agents in Copilot Studio
- Configure work classification rules
- Configure the engagement agent
- Configure skills-based routing
- Configure AI-enabled skills-based routing
- Configure intent-based routing
- Configure preferred representative routing
- Configure routing for records
- Configure basic routing rule sets
- Diagnose unified routing by using conversation diagnostics
Configure the Dynamics 365 Contact Center representative experience15–20%
This area on Microsoft LearnConfigure experience profiles
- Create experience profiles
- Configure application tab templates
- Configure the agent inbox, including creating custom views
- Configure session templates
- Configure notification template
Configure productivity tools
- Enable custom productivity panels
- Configure scripts, including slugs
- Create macros
- Enable Teams collaboration
- Extend the productivity panel by using the app profile manager JavaScript API reference
- Extend the customer service representative experience by using the Omnichannel JavaScript API
Create and administer knowledge management
- Configure internal knowledge search capabilities
- Integrate and search external knowledge sources
- Configure tables for knowledge management
- Configure the Customer Knowledge Management agent
- Integrate knowledge into portals
Manage analytics for the Dynamics 365 Contact Center10–15%
This area on Microsoft LearnConfigure the Dynamics 365 Contact Center supervisor experience
- Configure supervisor settings
- Configure the Quality Evaluation agent
- Configure access to analytics and dashboards
- Perform supervisor actions for conversations
- Configure the supervisor app
Customize analytics and reporting
- Customize the key performance indicators (KPIs) in the analytics reports by using the embedded Power BI editor
- Embed out-of-the-box reports in the Copilot Service workspace app
- Customize historical and real-time analytics reports by using Power BI
- Extend historical and real-time analytics reports by using Power BI Desktop
- Configure conversation diagnostics in Application Insights
- Configure and embed telemetry and analytics from Application Insights