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Microsoft AB-250 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Optimize agent productivity using Copilot and automation | - Use Copilot for response generation and summarization - Configure workflow automation for service operations |
| Topic 2: Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
| Topic 3: Implement omnichannel engagement | - Enable voice and unified routing scenarios - Configure digital messaging and chat channels |
| Topic 4: Measure and improve customer experience analytics | - Use insights to improve service quality - Analyze contact center performance metrics |
| Topic 5: Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
