Deploy and govern
Configure Contact Center and the Copilot Service workspace, manage users and capacity profiles, and roll out with solutions and ALM.
Partners and press
Overview
A contact center is people, queues and phones. This exam adds agents that answer first.
AB-250 is a new Associate exam for engineers who design, implement and support AI-powered service on Dynamics 365 Contact Center. Channels are the largest share: chat, digital, voice and outbound, then deployment, routing, agents, AI setup and analytics. Microsoft expects contact center experience plus Power Platform, Copilot Studio and Foundry, and the credential lasts one year.
13Modules
120Minutes
1Year valid
8Roles
What it tests
Learn all the way down.
Learn all the way down.
Perform when it matters.
Open the channels
Set up chat, digital and voice channels, plus proactive outbound campaigns and workforce management.
Route and assist
Build queues and unified routing, including skills-based and intent-based, and configure Copilot summaries and voice agents.
Equip and measure
Configure the representative and supervisor experience, knowledge management, and Power BI analytics.
Course outline
Every channel, queue and agent
Every channel, queue and agent
of a contact center, with AI.
We design this course ourselves. Microsoft runs the exam and issues the credential, and LUNARTECH is independent of Microsoft.
A contact center deployment starts with the foundation. You provision Contact Center, understand how its apps and workspaces fit together, and configure the organization settings that every channel will rely on.
- How Contact Center, Customer Service and the platform fit together
- Provisioning and prerequisites
- The Copilot Service workspace and the administration apps
- Organization-wide settings and data
- Licensing and capacity considerations
- Validating a new deployment
You build A provisioned Contact Center environment with its base settings documented.
Who can do what, and how much work each person can take, are set up first. You create users and roles, build capacity profiles, and configure the agent and supervisor settings that follow.
- Users, security roles and role assignment
- Agent and supervisor persona setup
- Capacity profiles and units
- Presence and availability states
- Bulk user management
- Testing access as an agent and as a supervisor
You build A role and capacity design for agents, supervisors and administrators.
Contact center configuration changes constantly, and changes should move safely. You package configuration in solutions, use environments properly, and deploy updates without disrupting live queues.
- Which configuration lives in solutions
- Development, test and production environments
- Exporting and importing configuration
- Environment variables and connection references
- Deployment timing and live-queue risk
- Rollback options
You build A solution that carries one channel configuration from a test to a production environment.
Customers write from many places. You configure chat widgets and digital messaging channels, set up pre-conversation surveys and operating hours, and keep the experience consistent across them.
- Chat widget setup and embedding
- Digital messaging channels: SMS, social and messaging apps
- Pre-chat surveys and authentication
- Business hours and holidays
- Persistent chat and conversation history
- Testing a channel end to end
You build A chat widget and one digital channel, tested end to end through to an agent.
Voice has the least tolerance for error. You provision phone numbers, configure the voice channel and call flows, and set up recording, transcription and quality checks.
- Provisioning and porting phone numbers
- Voice channel and call flow configuration
- IVR and call menus
- Call recording and transcription
- Call quality and network requirements
- Voicemail and callbacks
You build A voice line with a call flow, recording and a tested callback.
Not all contact starts with the customer, and staffing is a planning problem. You configure proactive outbound campaigns and set up workforce management for forecasting, scheduling and adherence.
- Outbound campaigns and consent
- Contact lists and dialing settings
- Forecasting demand
- Scheduling and shift management
- Adherence and time-off handling
- Compliance with contact rules
You build An outbound campaign configuration and a forecast-based schedule for one team.
Routing decides how fast a customer reaches the right person. You build queues, then configure basic and unified routing so that work arrives where capacity exists.
- Queues and queue types
- Basic routing and its limits
- Unified routing: workstreams and route-to-queue rules
- Assignment methods and capacity
- Overflow and fallback behavior
- Simulating routing outcomes
You build A queue structure with unified routing and overflow behavior, tested with simulated work.
Matching on skills and intent sends work to the best-suited agent. You define skills and proficiencies, classify the reason for contact, and combine the two in routing rules.
- Skills, proficiencies and models
- Skill-based assignment
- Intent detection and classification
- Routing rules that use intent
- Fallback when no skill matches
- Reviewing routing outcomes
You build A routing configuration that matches work by skill and intent, with fallbacks.
Many contacts can be resolved without a person. You configure voice agents for self-service, design handoff to people with context, and set limits on what an automated agent may do.
- Where self-service fits in a contact center
- Configuring voice agents
- Designing a conversation for speech
- Handoff to a representative with context
- Containment, escalation and measures
- Testing speech agents with accents and noise
You build A voice agent that handles one request type and hands over to an agent with context.
Representatives work faster when the system helps. You configure Copilot summaries, suggested replies and smart assist, and check that their output is useful before agents rely on it.
- Conversation and case summaries
- Suggested replies and next steps
- Smart assist and knowledge suggestions
- Configuring and scoping assist features
- Reviewing the quality of assistance
- Privacy and data considerations
You build Agent assist configured for one queue, with a quality review of its summaries.
The agent’s screen is their workplace. You configure experience profiles and productivity tools, then build knowledge management so representatives find accurate answers quickly.
- Experience profiles and workspace layout
- Session templates and application tabs
- Productivity tools and quick replies
- Knowledge articles and their lifecycle
- Knowledge search and surfacing in conversations
- Measuring knowledge usage
You build An experience profile and a knowledge base wired into the agent workspace.
Supervisors need live and historical views. You configure the supervisor experience, then customize analytics and reports with Power BI and Application Insights to measure service quality and system health.
- Supervisor tools: monitoring and intervention
- Real-time and historical dashboards
- Customizing analytics with Power BI
- Application Insights for telemetry
- Defining service measures
- Acting on what the data shows
You build A supervisor dashboard with live and historical measures and one custom Power BI report.
Combine every strand in one implementation. You deploy the platform, open channels, route work, add AI for customers and agents, and set up the supervisor view, then walk it through a realistic day.
- Gathering contact center requirements
- Deploying the platform, channels and routing
- Adding self-service and agent assist
- Configuring the agent and supervisor experience
- Testing with realistic scenarios
You build A configured contact center, with documented design and scenario test results.
Issued by
Certifying body · Independent of LUNARTECH
Microsoft
Microsoft publishes its exam outlines and runs its certification program through Microsoft Learn. Exams are delivered through Pearson VUE, and Associate, Expert and Specialty credentials renew each year through a free, unproctored online assessment. LUNARTECH is independent of Microsoft.
How you get there
Top-tier roles go to people who can do the work.
Top-tier roles go to people who can do the work.
Here’s how you get there.
Know where you start.
Microsoft expects experience implementing or planning contact center as a service, an understanding of voice and digital channels, and experience with Power Platform, Copilot Studio, Power BI, Teams and Foundry.
Work through the course.
Thirteen modules, designed by LUNARTECH, at your own pace.
Sit it with Microsoft.
Microsoft runs the exam and issues the credential, so you register and book directly with them.
Support
Support at every stage.
Support at every stage.
You won’t be working through this alone.
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All the way through
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After the last lesson
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Certificate of completion
Your Name
AB-250 course
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Pricing
This course comes with the membership.
This course comes with the membership.
So does everything else.
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In practice
Eight roles.
Eight roles.
One credential across them all.
No single job owns it. Here’s where each role leans hardest, and where its work ends up.
- 01Deploy
- 02Channels
- 03Agents and AI
- 04Routing
- 05Representatives
- 06Analytics
-
Every channel needs its own routing rules. Test them with real queue load.
Channels, Routing
Customer service, Telecommunications
-
Representatives work in one workspace all day. Its templates decide how fast they move.
Deploy, Representatives
Customer service, Financial services, Retail and e-commerce
-
Supervisors need numbers in real time. Power BI reports show where queues back up.
Analytics, Routing
Customer service, Healthcare
-
A voice agent can take the first call. Handoff rules decide when a person steps in.
Agents and AI, Channels
Telecommunications, Retail and e-commerce
-
Channels, routing and AI all hang off one service design. Deployment choices decide how it scales.
Deploy, Routing
Customer service, Telecommunications
-
Contact centers produce a steady stream of call data. Analytics shows staffing and quality gaps.
Analytics
Customer service, Retail and e-commerce
-
Voice and chat channels connect to your own systems. Copilot Studio and Power Platform handle the glue.
Channels, Agents and AI
Telecommunications, Financial services
-
Volume swings by hour, channel and campaign. Planning ties staffing to those swings.
Channels, Representatives
Customer service, Retail and e-commerce
- Customer service
- Financial services
- Retail and e-commerce
- Telecommunications
- Healthcare
Contact Center Engineer
Every channel needs its own routing rules. Test them with real queue load.
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Updated November 2026.
FAQ
Frequently asked questions.
Need help? These answers cover most of what people ask before they start.
No. Microsoft issues it. LUNARTECH is independent of Microsoft, and its names and marks belong to it. When you finish a course of ours, you earn a LUNARTECH certificate of completion for that course.
No. We design this course ourselves, around what the exam covers. Microsoft has no part in it, and you still register and book the exam directly with Microsoft.
120 minutes, proctored, pearson vue, in English and 6 other languages. The passing score is 700 of 1000.
Microsoft expects experience implementing or planning contact center as a service, an understanding of voice and digital channels, and experience with Power Platform, Copilot Studio, Power BI, Teams and Foundry.
1 year. Pass a free online assessment on Microsoft Learn.
We last reviewed it on 5 November 2026, from Microsoft’s own pages. Details change, so check the official page before you book.
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The course
Build the skills behind AB-250.
Prove you can build AI-powered contact centers in Dynamics 365. Start with a free trial, or enroll in a plan and work through the course at your own pace. Microsoft runs the exam and issues the credential.
LUNARTECH is independent of the vendors and certifying bodies listed here. Their names, exam titles and marks belong to them, exams are run by them, and credentials are issued by them. Reviewed 5 November 2026. Catalogues change often, so confirm the details on the official page before you book.
