Microsoft Dynamics 365 Contact Center AI Engineer Associate (AB-250) Cert Prep

Course details

Prepare for the Microsoft Dynamics 365 Contact Center AI Engineer Associate (AB-250) certification exam with this comprehensive, exam-aligned course. Designed for contact center engineers and solutions professionals who design and run modern contact center as a service (CCaaS) solutions, this course walks you through what you need to build and operate AI-powered contact centers on Microsoft Dynamics 365 Contact Center. Start with cloud and AI foundations, then move into deploying Dynamics 365 Contact Center, implementing channels, and configuring service-oriented autonomous agents. Explore the representative experience with Microsoft Copilot, apply responsible AI principles and safety controls, and work with the Microsoft Foundry platform, including Foundry Agent Service and the Microsoft Agent Framework. Round out your preparation with unified routing, queue management, workforce management, and contact center analytics—including AI-powered quality evaluation and Application Insights for conversation diagnostics.

Concepts

Introduction

The evolution of Microsoft Azure (history)
Definition of cloud computing
Core cloud service models
The Azure shared responsibility model
Azure in today's cloud ecosystem
Azure resource management

AI Foundations for Contact Center Engineers

What is AI, and what are modern AI applications
Overview of Azure AI services
Types of AI solutions
Core generative app flow - Input, prompt construction, model invocation, and response handling
Chat vs. completion-style inference
Responsible AI principles
Summary

AI Agents and Autonomous Agents

What are AI agents and autonomous agents
What is an AI agent
Agents vs. traditional applications
When to use agents vs. standard AI apps
Memory in AI agents
Planning vs. single-step prompting
Tool use and function calling
Summary

Deploying Dynamics 365 Contact Center

What is Dynamics 365 Contact Center
What is contact center as a service (CCaaS)
What is omnichannel engagement
What is a Power Platform environment
What is a solution in Power Platform
What is Dataverse
Introduction to Dataverse tables
Introduction to application lifecycle management
What are security roles and capacity profiles
Introduction to contact center personas
What is application lifecycle management (ALM)

Configuring Agents and AI Capabilities

What is Microsoft Copilot in the contact center
What is knowledge management
Grounding with retrieval-augmented generation (RAG)
Prompt engineering fundamentals
Documents in RAG workflows
Comparing prompting, RAG, and fine-tuning
What is Copilot Studio in the contact center

Representative Experience and Productivity Tools

What are experience profiles
Introduction to productivity tools
Introduction (understand AI agents and tool-enabled systems)
Microsoft Foundry Agent Service
Microsoft Agent Framework
What is the Copilot Service Workspace

Responsible AI and Safety in the Contact Center

Introduction (implement responsible AI and safety controls)
What is responsible AI in the contact center
Responsible AI lifecycle (map, measure, mitigate)
Safety risks in AI applications
System messages and guardrails
Prompt attacks and jailbreaks
Moderating input and output
Summary

Microsoft Foundry and Azure AI Platform

Microsoft Foundry
Microsoft Foundry Tools
Microsoft Foundry IQ
Microsoft Foundry Agent Service
Microsoft Agent Framework
Microsoft Foundry Control Plane

Contact Center Operations and Routing

What is Unified Routing
Introduction to routing strategies
What are queues, and how do they work

Contact Center Operations and Administration

What is workforce management (WFM)
Introduction to contact center analytics