Exam Format

• Exam Code: AB-250
  
• Certification Level: Intermediate
  
• Exam Duration: 120 minutes
  
• Passing Score: 700 out of 1000
  
• Beta Status: This exam is currently listed as a beta exam. Beta exam results may not be available immediately.
  
• Unscored Content: The exam may include unscored questions or interactive components. These do not affect your final score.

Exam Details

• Question Types: Multiple choice, scenario-based questions, drag-and-drop, and possible interactive components
  
• Number of Questions: Not officially disclosed by Microsoft
  
• Hands-On Questions: The exam may include interactive components related to Dynamics 365 Contact Center configuration, channels, routing, AI agents, analytics, and representative experiences.

Exam Policies

• Proctoring: The exam is proctored and delivered through Pearson VUE.
  
• Reschedule/Cancellation Policy: Exam appointments must be rescheduled or cancelled at least 24 hours before the scheduled time to avoid forfeiting the exam fee.
  
• Waiting Period: If you fail a certification exam, you can retake it after 24 hours for the first retake. Subsequent retakes may require a longer waiting period.
  
• Beta Retake Policy: Beta exams may have special retake restrictions during the beta period. If you fail the beta exam, you may need to wait until the exam becomes generally available to retake it.
  
• Retake Fee: Full exam fee must be paid for each retake, if applicable.

Certification Validity and Renewal

• Validity: 1 year
  
• Renewal Options: Renew through Microsoft Learn when renewal becomes available, typically by completing the required renewal assessment or retaking the exam if applicable.

Exam Fee

• Base Fee: $165 USD, excluding taxes
  
• Taxes: Country-specific VAT/GST may apply.
  
• Example: In India, 18% tax applies, making the total $194.70 USD ($165 + $29.70 tax)

Prerequisites

There are no formal prerequisites for taking the AB-250 exam. However, it is recommended to have:

• Experience implementing or planning Contact Center as a Service solutions
  
• Understanding of voice, social, and digital contact center channels
  
• Familiarity with contact center personas such as representatives, supervisors, and administrators
  
• Fundamental understanding of AI agents, self-service, and AI-assisted customer experiences
  
• Experience with agent productivity, routing, service performance, and supervisor activities
  
• Familiarity with Microsoft Power Platform, Microsoft Copilot Studio, Power BI, Microsoft Teams, and Microsoft Foundry

Exam Topics

• Deploy Dynamics 365 Contact Center: Configure Copilot Service workspace, connectors, embedded mode, third-party CCaaS Copilot, agent simulation, Health Agent, Agent hub, ALM, omnichannel environments, users, security roles, and capacity profiles
  
• Implement Channels: Configure chat, digital channels, record-based channels, chat widgets, proactive chat, surveys, quick replies, authentication, mobile messaging, voice channels, IVR integration, phone numbers, call recording, transcription, translation, and outbound engagement
  
• Configure Agents and AI Capabilities: Configure Copilot summaries, Ask a question, knowledge sources, prompt plugins, smart assist bots, voice agents, IVR, variables, compliant recording, SIP transfers, Real-time Speech agent, DTMF, NLU, and multilingual voice agents
  
• Configure Work Distribution: Create queues, configure prioritization, overflow, fallback, assignment methods, operating hours, workstreams, classification rules, engagement agents, skills-based routing, AI-enabled routing, intent-based routing, preferred representative routing, and conversation diagnostics
  
• Configure the Dynamics 365 Contact Center Representative Experience: Configure experience profiles, application tab templates, agent inbox, session templates, notification templates, productivity panels, scripts, macros, Teams collaboration, knowledge management, and external knowledge sources
  
• Manage Analytics for the Dynamics 365 Contact Center: Configure supervisor settings, Quality Evaluation agent, analytics access, dashboards, supervisor actions, KPI customization, Power BI reporting, historical and real-time analytics, Application Insights diagnostics, and telemetry

Intended Audience

The AB-250 certification is ideal for professionals who design, configure, implement, and support AI-powered contact center solutions, including roles such as:

• Contact Center Engineer
  
• Dynamics 365 Administrator
  
• Business Analyst
  
• Functional Consultant
  
• Platform Engineer
  
• Customer Service Solution Consultant
  
• AI Contact Center Specialist
  
• CCaaS Implementation Consultant

Career Impact

Jobs You Can Get:

• Contact Center Engineer, Dynamics 365 Functional Consultant, Customer Service Consultant, Platform Engineer, Business Analyst, AI Contact Center Specialist, CCaaS Consultant, and Solution Architect.

Average Salary:

• Varies by country — U.S.: $85,000–$135,000 USD,
• India: ₹8,00,000–₹22,00,000 INR,
• United Kingdom: £45,000–£80,000 GBP,
• UAE: 160,000–280,000 AED per year.

Why It’s Valuable:

• It validates modern skills in AI-powered contact center design, Dynamics 365 Contact Center implementation, autonomous service agents, routing, analytics, customer engagement, and governed AI-assisted service operations.

Exam Mode

The exam is proctored and can be taken either:

• In-person at authorized Pearson VUE test centres
  
• Online through Pearson VUE’s online proctoring system, where available

Exam Booking Link

• Book your AB-250 Exam via Microsoft Learn / Pearson VUE — Click here https://learn.microsoft.com/en-us/credentials/certifications/d365-contact-center-ai-engineer-associate/

Once you pass the exam

• View your certification from your Microsoft Learn profile
  
• Processing Time: For beta exams, results may not be available immediately and are usually released after Microsoft completes beta exam scoring
  
• Log in to Microsoft Learn using the account used for exam registration
  
• Navigate to the Credentials or Certifications section
  
• View, share, or download your certification details when available

Offers