Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
Certification Provider: Microsoft
Corresponding Certification: Microsoft Certification
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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage analytics and continuous improvement | 13% | - Monitor and troubleshoot operations
|
| Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
| Configure representative experience and productivity | 18% | - Set up representative profiles and access
|
| Configure work distribution and routing | 13% | - Configure workstreams and queues
|
| Implement channels and engagement experiences | 33% | - Configure contact center environments
|
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