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AB-250 Exam facts

Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate

Minutes
120
Exam fee
$165
Passing score
700

Independent: not affiliated with Microsoft. These exam facts are free; the study bundle adds a study guide and two practice exams.

Short answer

Exam AB-250: Transforming Contact Center Experiences with AI in Dynamics 365 is the exam for the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate certification, for people configuring Contact Center. The exam runs 120 minutes, costs $165 and takes 700 of 1,000 to pass.

Sources: exam page, exam guide

Published Microsoft facts for AB-250 on one page. Last updated

Study bundle

Prepare for AB-250

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Try 5 free sample questions first See 3 pages inside
  • A 62-page study guide: every exam domain, weighted like the exam
  • Two practice exams: 120 original questions, every answer explained
  • Every bundle includes 6 months of access: download the PDFs, and any new editions, until 6 months after your purchase date.

Edition 1.0, October 2026

How many questions and how long?

The AB-250 exam runs 120 minutes. Microsoft has not published the number of questions.

Source: Microsoft exam page

The exam

Questions
Not published
Time
120 minutes
Languages
English, Chinese (Simplified), Japanese, French, German, Portuguese (Brazil), Spanish

What does it cost?

The AB-250 exam costs $165.

Exam fee $165

Microsoft prices the exam by the country or region where it is proctored; $165 is the price in the United States.

Source: Microsoft exam page

What score do you need to pass?

The AB-250 passing score is 700, on a scale of 1-1,000.

Source: Microsoft exam guide

What does the exam cover?

The AB-250 exam covers six domains, weighted 15-20% / 30-35% / 10-15% / 10-15% / 15-20% / 10-15%.

Source: Microsoft exam guide

  • D115-20%

    Deploy Dynamics 365 Contact Center

  • D230-35%

    Implement channels

  • D310-15%

    Configure agents and AI capabilities

  • D410-15%

    Configure work distribution

  • D515-20%

    Configure the representative experience

  • D610-15%

    Manage analytics

15-20% of the exam

Deploy Dynamics 365 Contact Center

  1. 1.1Implement Dynamics 365 Contact Center
  2. 1.2Deploy Dynamics 365 Contact Center
  3. 1.3Manage users
Domain 1 on Microsoft
30-35% / largest

Implement channels

  1. 2.1Configure chat and digital channels
  2. 2.2Provision and manage the voice channel
  3. 2.3Configure channel features
Domain 2 on Microsoft
10-15% of the exam

Configure agents and AI capabilities

  1. 3.1Configure agent assist capabilities
  2. 3.2Configure voice agents
Domain 3 on Microsoft
10-15% of the exam

Configure work distribution

  1. 4.1Configure queues
  2. 4.2Configure basic and unified routing
Domain 4 on Microsoft
15-20% of the exam

Configure the representative experience

  1. 5.1Configure experience profiles
  2. 5.2Configure productivity tools
  3. 5.3Create and administer knowledge management
Domain 5 on Microsoft
10-15% of the exam

Manage analytics

  1. 6.1Configure the supervisor experience
  2. 6.2Customize analytics and reporting
Domain 6 on Microsoft

Inside the study bundle

Study guide chapters

Eleven chapters. Chapters 2 to 8 cover the six exam domains, weighted like the exam.

  1. 01 What the exam is p. 3
  2. 02 Deploying the contact center: modes, environments, users, capacity p. 8Domain 1 / 15-20%
  3. 03 Digital channels and channel features p. 16Domain 2 / 30-35%
  4. 04 Voice, proactive outbound, workforce management and design p. 22Domain 2 / 30-35%
  5. 05 Copilot for representatives and voice agents p. 29Domain 3 / 10-15%
  6. 06 Work distribution: queues, workstreams and unified routing p. 35Domain 4 / 10-15%
  7. 07 The representative experience and knowledge management p. 43Domain 5 / 15-20%
  8. 08 Supervisors, analytics and diagnostics p. 48Domain 6 / 10-15%
  9. 09 Final review p. 53
  10. 10 Sources p. 60
  11. 11 Edition and updates p. 62

Look inside the study guide

Three pages of the Edition 1.0 study guide: the contents and the first two pages of a chapter.

Page 2 of the study guide, the contents, with each chapter, its page and its domain weight
Study guide, page 2: Contents
Page 8 of the study guide, the first page of Chapter 2, Deploying the contact center: modes, environments, users, capacity, with the chapter's introduction
Study guide, page 8: Chapter 2, Deploying the contact center: modes, environments, users, capacity
Page 9 of the study guide, the second page of Chapter 2, Deploying the contact center: modes, environments, users, capacity
Study guide, page 9: Chapter 2, continued

What is free here, and what is in the bundle?

The exam facts and 5 sample questions are free on this site. The study guide chapters and the two practice exams are in the bundle.

Item Free on this site In the bundle
Exam facts and change log Yes, with links to the Microsoft sources Chapter 1 of the study guide sums up the exam's format and scoring.
5 sample questions Yes No. None of the 5 appear in the practice exams.
Domain chapters and final review No Yes, in the study guide
Two practice exams with answer keys No Yes, 120 questions with an explanation for every answer

Questions before you buy

Is this official?

No, the AB-250 bundle is not official. Overqual is independent and is not affiliated with, sponsored by, or endorsed by Microsoft.

Does it include real exam questions?

No, the AB-250 bundle contains no exam questions, and every practice question is original.

How is the AB-250 bundle different from Microsoft's free materials?

Microsoft's free pages set out what the AB-250 exam covers. The AB-250 bundle adds a 62-page study guide that covers every exam domain, and two practice exams with 120 original questions, every answer explained. When Microsoft revises the exam, a new edition follows if the changes warrant it, included while your access lasts. Take Microsoft's AB-250 practice assessment as well; none of the bundle's questions come from it.

How do I get updates?

Updates to the AB-250 bundle arrive as new editions. Every bundle includes 6 months of access: download the PDFs, and any new editions, until 6 months after your purchase date. Download each new edition at overqual.com/download with the license key from your receipt email. The change log on the exam facts page says what changed.

Can I get a refund?

No. Sales of the AB-250 bundle are final, because downloaded PDFs cannot be returned. Read the free exam facts and try the 5 free sample questions first. If a download fails or you paid twice by mistake, contact Overqual to have the download fixed or the second payment refunded.

Does AB-250 replace MB-230?

No. Microsoft does not list AB-250 as a replacement for MB-230, the Dynamics 365 Customer Service Functional Consultant exam, which is not on the exam retirement list. The two overlap on routing, queues, experience profiles and knowledge management, but MB-230 spends 51-55% on case management while AB-250 leads with Implement channels at 30-35% and adds voice, Copilot Studio voice agents, embedded mode and analytics (Microsoft's AB-250 study guide, Microsoft's MB-230 study guide).

Does AB-250 include hands-on labs?

Microsoft does not say. The AB-250 exam page gives 120 minutes and says you may have interactive components, and Microsoft publishes no list of exams with labs; its exam sandbox shows the question types you may see (exam page, exam duration and exam experience, exam sandbox).

Is AB-250 still in beta?

No. The AB-250 exam page no longer labels it beta; Microsoft has not published the go-live date. Microsoft's announcement of May 28, 2026 called the exam a beta and expected general availability in July 2026 (exam page, announcement).

Ready for AB-250?

Three PDFs, 109 pages: the study guide and two practice exams.

Buy now - $19 5 free sample questions

Which Microsoft products does AB-250 cover?

Dynamics 365 Contact Center and the pieces the AB-250 skills outline names around it. Most items are configuration; a few name SDKs and JavaScript APIs (the live chat SDK, the Messaging SDK, the CCaaS SDK API, the app profile manager and Omnichannel JavaScript APIs).

Source: Microsoft's AB-250 study guide

Contact center apps and modes

  • Copilot Service admin center, where channels, routing, users and agents are configured
  • Copilot Service workspace, the representative app
  • Standalone mode on Dataverse
  • Embedded mode, the conversation widget inside a non-Microsoft CRM
  • Copilot for third-party CCaaS solutions

Channels and voice

  • Chat widget and the live chat SDK
  • Messaging SDK for Dynamics 365 Contact Center, for native mobile apps
  • Voice channel with phone numbers, calling profiles, recording and transcription
  • Non-Microsoft IVR integration and the CCaaS SDK API
  • Channel integration framework and the timeline control

Copilot and agents

  • Copilot Studio IVR and voice agents, with classic or generative orchestration, variables and SIP header transfers
  • Copilot for representatives, with summaries, Ask a question, knowledge sources and prompt plugins
  • Real-time Speech agent
  • Customer Knowledge Management agent and Quality Evaluation agent
  • Agent hub, Health Agent and agent simulation

Analytics and extensibility

  • Power BI and Power BI Desktop, for the embedded editor and the historical and real-time reports
  • Application Insights, for conversation diagnostics and telemetry
  • Microsoft Teams collaboration
  • Power Platform solutions, ALM and connectors
  • Microsoft Foundry, named in the audience profile

How is it delivered?

The AB-250 exam is proctored, scheduled through Pearson VUE.

Delivery
Proctored, scheduled through Pearson VUE
Languages
English, Chinese (Simplified), Japanese, French, German, Portuguese (Brazil), Spanish
Prerequisites
None
Validity
1 year
Retakes
24 hours after a first failed attempt; 14 days between later attempts; at most 5 attempts in 12 months
Test aids
Microsoft Learn is available during associate and expert exams

Source: Microsoft exam page

What are the key dates?

Microsoft has published no dates for AB-250 yet.

Source: Microsoft exam page

Fact sheet

Show the 27 factsHide the facts
Time
120 minutes Source: Microsoft exam page
Fee
$165 Source: Microsoft exam page
Passing score
700 Source: Microsoft exam guide
Score range
1-1,000 Source: Microsoft page
Languages
English, Chinese (Simplified), Japanese, French, German, Portuguese (Brazil), Spanish Source: Microsoft exam page
Delivery
Proctored, scheduled through Pearson VUE Source: Microsoft exam page
Validity
1 year Source: Microsoft page
Prerequisites
None Source: Microsoft page
Retakes
24 hours after a first failed attempt; 14 days between later attempts; at most 5 attempts in 12 months Source: Microsoft page
Test aids
Microsoft Learn is available during associate and expert exams Source: Microsoft page
Domain weights
D1 15-20% / D2 30-35% / D3 10-15% / D4 10-15% / D5 15-20% / D6 10-15% Source: Microsoft exam guide
Status
Available Source: Microsoft exam page
Typical fee, associate and expert exams
$165 Source: Microsoft page
Domains and skill groups
6 domains, 15 skill groups Source: Microsoft exam guide
Interactive components
You may have interactive components to complete as part of this exam. Source: Microsoft exam page
Practice assessment
Available on AI Skills Navigator; sign-in required Source: Microsoft page
Exam sandbox
aka.ms/examdemo Source: Microsoft page
Instructor-led course
AB-250T00-A: Transform contact center experiences with AI in Dynamics 365 Source: Microsoft page
Roles
Administrator, Business Analyst, Functional Consultant, Platform Engineer Source: Microsoft page
Preview features
Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used. Source: Microsoft exam guide
Extra time if the exam is not in your language
30 minutes on request Source: Microsoft exam guide
Registration account
Personal Microsoft account recommended Source: Microsoft exam page
Unscored questions and guessing
Some questions may be unscored; no penalty for guessing Source: Microsoft page
Renewal
Free online assessment, unproctored and open book, in the six months before expiry; about 45 minutes Source: Microsoft page
Typical question count (most Microsoft exams)
40-60 questions Source: Microsoft page
Partner program
Added to the Service specialization and the Business Applications Solutions Partner designation at the end of July 2026 Source: Microsoft page
Certification earned
Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate Source: Microsoft page

What has changed, and when?

Changes to the exam and to the products it covers, newest first.

  1. Microsoft announced the certification and the AB-250 beta, with general availability expected in July 2026. Microsoft page

To watch Microsoft directly, check the exam page.

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