Deliver always‑on customer service at scale. Prove your ability to design and run modern contact center solutions in Dynamics 365 that combine agents and human expertise, with Exam AB‑250 (beta).
Customer expectations now demand fast, continuous service across every channel. Meeting that expectation requires contact center solutions that combine human expertise with intelligent automation, while staying scalable, secure, and well governed.
This shift is creating new opportunities for professionals who can translate business and service requirements into modern contact center solutions that work across voice and digital channels.
To support this evolution, we’re introducing the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate Certification. It validates your ability to design, implement, and operate contact center as a service (CCaaS) solutions using Dynamics 365 Contact Center and service‑oriented autonomous agents. To earn this new Microsoft Certification, you need to pass Exam AB-250: Transforming Contact Center Experiences with AI in Dynamics 365, currently in beta.
Is this the right Certification for you?
This Certification validates the skills to use AI, Microsoft Copilot, and agents to deliver scalable, always-on service across voice and digital channels.
It assesses a candidate’s ability to:
- Deploy Dynamics 365 Contact Center
- Implement channels
- Configure agents and AI
- Configure work distribution
- Configure the representative experience
- Manage Contact Center analytics
Candidates collaborate with customer service leaders, contact center managers, IT teams, and legal and compliance stakeholders to ensure solutions align with operational goals, policies, and responsible AI principles, including security, data protection, transparency, and accountability.
They should have experience with Microsoft Power Platform and Microsoft Teams and know how to use automation, integrations, and AI to optimize service workflows. They should also be able to translate business and service requirements into scalable, well-governed contact center solutions where human representatives and autonomous agents work together securely and compliantly.
Candidates for Exam AB-250 should:
- Have experience implementing or planning CCaaS solutions.
- Understand how voice, social, and digital channels are orchestrated in a contact center.
- Know key contact center roles, including representatives, supervisors, and administrators.
- Have a basic understanding of agents, AI self-service, and AI-assisted experiences.
Ready to prove your skills?
Take advantage of the discounted beta exam offer. The first 300 people who take Exam AB-250 (beta) on or before June 18, 2026, can get 80% off.
To receive the discount, when you register for the exam and are prompted for payment, use AB250LMHiking. This is not a private access code. The seats are offered on a first-come, first-served basis. As noted, you must take the exam on or before June 18, 2026. Please note that this discount is not available in Turkey, Pakistan, India, or China.
How to prepare
- Review the Exam AB-250 (beta) page for exam registration and other details.
- The Exam AB-250 study guide explores key topics covered in the exam.
- Connect with Microsoft Training Services Partners in your area for in-person offerings.
- Need other preparation ideas? Check out Just How Does One Prepare for Beta Exams?
Ready to get started?
- You can take Certification exams online, from your home or office. Get the details in Online proctored exams: What to expect and how to prepare.
- Remember, the number of spots is limited to the first 300 candidates on or before June 18, 2026.
- Beta exam rescoring begins when the exam goes live, with final results released approximately 10 days later. For more details, read Creating high-quality exams: The path from beta to live.
- Stay tuned for general availability of this Certification in July 2026.
Additional information
For more AI business solution Certification updates, read our recent blog post, The AI job boom continues: Build the skills that move business forward.
Follow our Microsoft Credentials news on The Skills Hub Blog as we roll out additional new Certifications in June and July 2026.
Join our Microsoft Worldwide Learning SME Group for Credentials on LinkedIn for beta exam alerts and opportunities to help shape future Microsoft learning and assessments.
If you’d like to learn more about Microsoft Credentials, go to AI Skills Navigator.
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