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Microsoft AB-250 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Implement channels and engagement experiences	33%	- Configure proactive engagement 1. Implement outbound dialing modes 2. Design customer journey orchestration 3. Configure notifications and alerts - Configure contact center environments 1. Deploy embedded and standalone modes 2. Integrate third-party CCaaS solutions 3. Configure data sources and connectivity - Configure omnichannel channels 1. Orchestrate cross-channel experiences 2. Configure channel-specific settings and rules 3. Set up voice, chat, email, and social channels
Topic 2: Manage analytics and continuous improvement	13%	- Monitor and troubleshoot operations 1. Optimize processes and configurations 2. Identify and resolve operational issues 3. Analyze interaction and service data - Configure reporting and dashboards 1. Define KPIs and performance metrics 2. Integrate Power BI and advanced analytics 3. Set up built-in and custom reports - Implement governance and compliance 1. Manage data retention and audit logs 2. Configure security and privacy controls 3. Ensure regulatory compliance
Topic 3: Configure work distribution and routing	13%	- Design routing strategies 1. Implement skill-based and attribute-based routing 2. Set up fallback and escalation logic 3. Configure priority and capacity rules - Implement workforce management 1. Monitor and adjust operational efficiency 2. Configure demand forecasting and scheduling 3. Set up skills and capacity management - Configure workstreams and queues 1. Configure workload balancing and thresholds 2. Create and manage queues and distribution groups 3. Define workstream classification and rules
Topic 4: Configure agents and AI capabilities	13%	- Manage autonomous service agents 1. Identify use cases for autonomous agents 2. Configure agent governance and security 3. Monitor and improve agent operations - Enable AI-assisted experiences 1. Implement knowledge management integration 2. Set up real-time guidance and suggestions 3. Configure Copilot for agents and supervisors - Implement AI-powered self-service agents 1. Build and configure agents using Copilot Studio 2. Test and optimize agent performance 3. Define topics, triggers, and escalation rules
Topic 5: Configure representative experience and productivity	18%	- Configure supervisor capabilities 1. Manage team performance and feedback 2. Set up monitoring and coaching tools 3. Configure real-time and historical insights - Set up representative profiles and access 1. Define roles, permissions, and security models 2. Personalize workspace and interface 3. Configure presence and status management - Enable productivity tools 1. Implement automation and shortcuts 2. Configure productivity dashboards and widgets 3. Integrate Microsoft Teams and collaboration features