- Exam Code: AB-250
- 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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Updated: Sep 18, 2026
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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure work distribution and routing | 13% | - Implement workforce management
|
| Topic 2: Implement channels and engagement experiences | 33% | - Configure omnichannel channels
|
| Topic 3: Configure representative experience and productivity | 18% | - Enable productivity tools
|
| Topic 4: Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
| Topic 5: Manage analytics and continuous improvement | 13% | - Configure reporting and dashboards
|
Microsoft Transforming Contact Center Experiences with AI in Dynamics 365 Sample Questions:
A company uses Dynamics 365 Customer Service to manage knowledge articles.
The company deploys a customer self-service portal.
Customers report that they cannot find any knowledge articles in the portal. Customer service representatives can access articles internally.
Customers must be able to access knowledge articles. The solution must:
- Ensure knowledge articles are visible in the portal.
- Ensure only approved and published content is exposed.
- Avoid exposing draft or internal-only articles.
You need to ensure that knowledge articles are available in the portal according to the requirements.
Which two actions should you perform? Each correct answer presents part of the solution.
- A. Configure portal search indexing for knowledge articles and rebuild the index
- B. Configure knowledge article visibility to allow access for external users
- C. Enable knowledge article versioning and archive unpublished versions
- D. Publish approved knowledge articles for portal use
- E. Enable federated search for external knowledge sources in the portal
Correct Answer: B,D 🗳️
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A healthcare company must ensure that credit card numbers and national ID numbers typed by customers in chat never appear in plain text to representatives or in stored transcripts.
You need to configure this protection.
What should you do?
- A. Configure custom context variables.
- B. Disable chat transcripts entirely.
- C. Configure a pre-chat survey to warn customers not to type sensitive data.
- D. Configure sensitive data masking.
Correct Answer: D 🗳️
Explanation: Only visible for ExamBoosts members. You can sign-up / login (it's free).
Representatives want an automatically generated summary of a long conversation once it ends, to speed up wrap-up and case notes.
You need to enable this capability.
What should you configure?
- A. Prompt plugins only
- B. Copilot summaries
- C. The Ask a question feature
- D. A smart assist bot
Correct Answer: B 🗳️
Explanation: Only visible for ExamBoosts members. You can sign-up / login (it's free).
A company wants to distribute conversations evenly on the voice channel among customer service representatives (CSRs) with similar skills.
No single CSR should receive significantly more work than others.
You need to configure the assignment method.
What should you configure?
- A. skills-based routing
- B. least active
- C. priority routing
- D. overflow rules
Correct Answer: B 🗳️
Explanation: Only visible for ExamBoosts members. You can sign-up / login (it's free).
Hotspot Question
A company uses persistent chat and messaging channels in a contact center.
The company requires tighter conversation lifecycle control to keep queues clean and customer service representative workloads current.
The company has the following requirements:
- Conversations that remain in a waiting status without customer
engagement must automatically close after a defined period.
- Chat conversations that move to wrap-up must automatically close
after a business-defined custom time limit.
You need to configure the channels to meet the requirements.
Which action should you perform for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Box 1: Configure auto-close after inactivity in the workstream
To automatically close inactive conversations and keep your queues clean in a Dynamics 365 Contact Center environment, you need to configure Timeout rules within the workspace workstreams. This feature evaluates customer inactivity and shifts conversations from an open or waiting state directly to closed, freeing up your representative's capacity.
Configuration Steps:
1. In your contact center admin center, open the specific workstream you want to configure.
2. Locate the Work distribution area within the workstream settings.
3. Select See more to expand the hidden or additional distribution properties.
4. Locate the Auto-close after inactivity setting and choose or enter the desired time period (e.g.,
5 minutes). Once a conversation remains in a Waiting state without activity past this threshold, it will automatically move to the Closed state.
Box 2: Configure channel state by using the web API
To automatically close chat conversations that have moved into the wrap-up state after a business-defined custom time limit, you must configure channel state by using the web API.
In Dynamics 365 Contact Center / Customer Service, the default time for automatically closing a live chat in the Wrap-up state is 15 minutes. This duration is managed globally by the msdyn_autocloseliveworkitemafter attribute found within the msdyn_occhannelstateconfigurations entity.
To override this default and establish a custom business time limit for the wrap-up state specifically, administrators must execute a PATCH request against this entity record using the Web API.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/auto-close-conversation-powerapps
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