Course AB-250 – Transforming Contact Centers with AI in Microsoft Dynamics 365
The course AB-250: Transform contact center experiences with AI in Dynamics 365 is an official Microsoft training focused on modernizing contact centers using artificial intelligence within the Microsoft Dynamics 365 environment. This course provides an understanding of how to enhance customer experience and optimize service operations by leveraging AI capabilities integrated into the Microsoft ecosystem.
Throughout the training, participants will learn to implement solutions that combine Dynamics 365, Microsoft 365, Power Platform, and Azure to automate processes, improve interaction management, and analyze customer service performance. It is aimed at profiles such as functional consultants, administrators, solution architects, and customer service specialists working in business environments.
The practical value of course AB-250 lies in its applied approach, allowing for the design and management of intelligent contact centers that optimize customer service, reduce operational costs, and improve data-driven decision-making. As an official Microsoft course, it guarantees up-to-date content aligned with best practices. Furthermore, this training is eligible for FUNDAE funding, facilitating its incorporation into corporate training plans.
AB-250 Course Overview
The course AB-250: Transform contact center experiences with AI in Dynamics 365 is an official Microsoft training focused on the digital transformation of contact centers through the use of artificial intelligence in Microsoft Dynamics 365. This training provides an understanding of how to evolve traditional customer service models towards more automated, intelligent, and user-centric experiences.
Throughout the course, business scenarios are addressed where the integration of Dynamics 365, Power Platform, Microsoft 365, and Azure allows for managing omnichannel interactions, automating support processes, and analyzing service performance in real-time. Participants will learn to implement solutions that improve both operational efficiency and service quality.
This course is specifically designed for organizations seeking to optimize their customer service operations, enabling them to apply AI technologies to reduce response times, personalize the experience, and facilitate data-driven decision-making. Its practical approach makes it a key training for contact center modernization projects in business environments.
Virtual course with included certification exam as a gift. Don't miss this opportunity! The exam is valued at €126 + VAT and is included at no additional cost.
Promotion valid until June 30, 2026. One-attempt exam available only in Virtual - Tele-training mode. Not applicable to Self-Learning mode.
What is the purpose of Microsoft's AB-250 certification in a professional environment?
The AB-250 certification, focused on transforming contact centers with Microsoft Dynamics 365 Contact Center, allows professionals to validate their ability to design and implement customer service solutions based on artificial intelligence. In the job market, this certification addresses the growing demand for profiles capable of modernizing customer experiences through automation and advanced analytics.
It is aimed at mixed profiles such as functional consultants, Dynamics 365 administrators, solution architects, and customer service specialists. In business environments, these skills are applied in real projects such as automating interactions, implementing virtual agents, omnichannel management, and optimizing service processes using AI and Copilot.
At a professional level, the AB-250 course enhances employability by positioning the profile as a specialist in intelligent contact center solutions within the Microsoft ecosystem. It allows for growth into strategic roles in digital transformation, providing value in improving operational efficiency, customer experience, and data-driven decision-making.
Professional Applications of Microsoft Dynamics 365 Contact Center
The technology used in the AB-250 course, based on Microsoft Dynamics 365 Contact Center along with Azure, Microsoft 365, and Power Platform, enables companies to transform their customer service operations through artificial intelligence and automation. These solutions integrate communication channels, data, and AI tools to offer efficient and scalable omnichannel management.
In business environments, this technology is applied in multiple practical cases: automation of support processes through virtual agents and chatbots, development of customer service applications connected to the CRM, analysis of interaction data to improve decision-making, and integrated service management in contact centers. For example, it is possible to automate incident resolution, intelligently route requests, or analyze agent performance with real-time insights.
The AB-250 course provides an applied approach that allows these capabilities to be implemented in real projects, helping to optimize processes, improve customer experience, and increase productivity in key business areas such as customer service, operations, and data analytics.
What is included in official Microsoft courses and certifications at Nanfor
The training includes Microsoft Learn materials, expert tutor presentations, authorized labs, specialized tutorials, personalized sessions with an expert tutor, certification preparation, and a certificate of completion, combining institutional content with Nanfor's expert support.
Learn about all components
Advantages of AB-250 training
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Specialization in contact center with AI in Dynamics 365: Development of intelligent solutions for customer service.
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Automation of customer service processes: Implementation of virtual agents, chatbots, and intelligent workflows.
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Integrated omnichannel management: Unification of channels such as voice, chat, email, and social media on a single platform.
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Optimization of customer experience: Use of AI and Copilot to improve response times and personalization.
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High demand in customer service digital transformation: Training aligned with new AI-based service models.
Prerequisites
To get the most out of the AB-250 course, it is recommended:
- Basic knowledge of contact center (channels, agents, and customer service flows)
- Familiarity with Microsoft Dynamics 365 Customer Service or similar customer service solutions
- Understanding of interaction management processes and customer experience in business environments
- Functional level in configuring business solutions (no advanced programming required)
- Interest in AI technologies applied to customer service and automation
Preparation for Microsoft AB-250 certification
Nanfor's AB-250 training prepares for the official certification Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate, validating the necessary skills to design, implement, and optimize intelligent contact center solutions based on artificial intelligence using Microsoft Dynamics 365 and its integration with the Microsoft ecosystem.
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Course duration:
100 hours
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Access to the classroom:
3 months
General Course Information
Who is Microsoft's AB-250 course for?
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Functional consultants and specialists in Dynamics 365 Customer Service and Contact Center
- Administrators and configurators of customer service solutions in Microsoft environments
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Solution architects and technical profiles who implement AI-powered contact centers
- Professionals in customer experience, operations, and customer service
- Profiles seeking to specialize in automation, Omnichannel, and intelligent service with Copilot
AB-250 course objectives and what you will learn
Upon completion of the AB-250 course, participants will be able to:
- Design and implement intelligent contact centers with Microsoft Dynamics 365
- Configure and manage omnichannel (voice, chat, email, digital) in business environments
- Integrate artificial intelligence and Copilot capabilities to improve agent productivity and customer experience
- Automate service processes through virtual agents, intelligent routing, and workflows
- Implement self-service and AI-assisted service solutions in support centers
- Analyze contact center performance using data, metrics, and real-time insights
- Design, optimize, and maintain scalable contact center solutions in real environments
Elements of the AB-250 collection from Microsoft Learn
- Implement a contact center with artificial intelligence in Dynamics 365
- Configure channels in Dynamics 365 Contact Center
- Empower customer service agents in Dynamics 365 Contact Center
- Monitor and optimize the contact center with AI-driven insights
AB-250 Course Content – Official Program
Unit 1: Implement an AI-powered contact center in Dynamics 365
- Introduction to implementing Dynamics 365 Contact Center
- Configuration of core capabilities of Dynamics 365 Contact Center
- Configuration of queues in Dynamics 365 Contact Center
- Configuration of routing in Dynamics 365 Contact Center
Unit objectives:
- Describe an AI-powered contact center solution
- Configure core capabilities and settings in the Copilot Service Admin Center
- Configure queues, workflows, and routing for the contact center
Unit 2: Configure channels in Dynamics 365 Contact Center
- Configuration of chat and digital channels
- Configuration of the voice channel
- Configuration of advanced channel settings
- Design and deployment of intelligent voice agents
Unit objectives:
- Configure chat and voice channels for customer interactions
- Describe the advanced settings available to customize channels according to organizational needs
- Deploy an intelligent voice agent
Unit 3: Empower customer service agents in Dynamics 365 Contact Center
- Optimizing resource planning through Workforce Management
- Personalizing the agent workspace with experience profiles
- Improving productivity with tools like scripts, macros, and Teams integration
- Configuring knowledge management in the contact center
- Configuring AI agents and Copilot functionalities in Dynamics 365 Contact Center
Unit objectives:
- Improve the agent workspace by using experience profiles and templates
- Configure productivity tools such as scripts, macros, and collaboration with Microsoft Teams
- Understand and apply artificial intelligence agents and Copilot functionalities in the Contact Center
Unit 4: Monitor and optimize Dynamics 365 Contact Center with AI-driven insights
- Managing contact center operations using monitoring tools
- Implementing proactive customer engagement strategies
- Analyzing data and generating reports to optimize contact center performance
Unit objectives:
- Configure tools that allow supervisors to improve the performance of customer service teams
- Develop proactive engagement strategies that anticipate customer needs
- Explore and customize dashboards and reports to improve contact center efficiency
Our differentiating factor: Practical Labs
| Nanfor Lab |
Technical skills developed |
Practical learning outcome |
| Contact Center environment configuration |
Initial implementation of Dynamics 365 Contact Center |
The student deploys a functional contact center from scratch |
| Communication channel configuration |
Creation of channels (chat, voice, email, digital) |
The student enables omnichannel service in a real environment |
| User and role management |
Configuration of agents, supervisors, and permissions |
The student defines the operational structure of a contact center |
| Agent profile configuration |
Personalization of agent experience |
The student adapts the work environment for productivity |
| Workstream configuration |
Design of service workflows |
The student organizes the flow of customer service |
| Intelligent routing implementation |
Configuration of routing rules and assignment |
The student optimizes the assignment of cases and conversations |
| Queue and work distribution configuration |
Queue management and workload |
The student controls efficient interaction distribution |
| Data source integration |
Connection with external systems and business data |
The student centralizes customer information |
| Copilot implementation for agents |
Configuration of intelligent real-time assistance |
The student improves agent efficiency with AI |
| Creation of virtual agents (chatbots) |
Design of conversational bots for self-service |
The student automates basic customer service |
| Conversational experience design |
Configuration of dialogue flows and responses |
The student improves the customer experience |
| Automation of customer service processes |
Implementation of automatic workflows |
The student reduces manual tasks in the contact center |
| Proactive engagement configuration |
Design of outbound interactions |
The student implements proactive strategies with customers |
| Integration with CCaaS solutions |
Connection with external contact center platforms |
The student expands system capabilities |
| Operations monitoring |
Monitoring of metrics and performance |
The student analyzes contact center activity |
| Data analysis and customer experience |
Use of insights and analytics |
The student makes data-driven decisions |
| Operational performance optimization |
Improvement of processes and service flows |
The student optimizes service efficiency |
| Security and compliance configuration |
Access control and protected data |
The student implements secure solutions |
| Continuous improvement cycle management |
Adjustment of configurations based on results |
The student continuously evolves the system |
| Development of a complete contact center solution |
Integration of all modules in a real scenario |
The student implements a complete intelligent contact center |
Course language
- Course: English / Spanish
- Labs: English / Spanish
Do you want to take this course? Request information now
If you wish to take this training virtually, you can purchase it at the top of the product page. If you have any questions, please contact us.
If you wish to take it in face-to-face or telepresence mode, please contact us:
Nanfor, official Microsoft IT training center
Nanfor is a customized IT training center, specialized in technology training for professionals and companies, and is officially accredited by Microsoft as:
- Microsoft Solutions Partner – Training Services
- Microsoft Cloud Partner
These accreditations certify that Nanfor meets Microsoft's standards for delivering technical courses, using Microsoft content and Microsoft Certified Trainers (MCTs), guaranteeing quality, continuous updates, and alignment with certifications.
Frequently asked questions about the AB-250 course
What is the AB-250 Microsoft Dynamics 365 Contact Center course?
The AB-250 course is an official Microsoft training focused on implementing intelligent contact centers using Dynamics 365 Contact Center with artificial intelligence and automation capabilities.
What is the AB-250 Microsoft certification for Dynamics 365 used for?
The AB-250 certification validates the ability to design, configure, and optimize customer service solutions with AI, applied to customer service, process automation, and omnichannel management in business environments.
Is the AB-250 Microsoft course on contact center with AI in Dynamics 365 official?
Yes. The AB-250 course is an official Microsoft training, based on Microsoft Learn and aligned with best practices in customer service solutions and intelligent contact centers.
What is the difference between the AB-250 Microsoft Dynamics 365 course and other Microsoft certifications?
The AB-250 course specifically focuses on the transformation of contact centers with AI in Dynamics 365, while other certifications focus on areas such as development, data, or cloud administration without specialization in customer service.
Is the AB-250 Microsoft Dynamics 365 Contact Center course eligible for FUNDAE funding?
Yes. The AB-250 course is eligible for FUNDAE funding, subject to the requirements and conditions established by the company.
What is the duration and access of the AB-250 Microsoft Dynamics 365 course?
The AB-250 course has an approximate duration of 100 hours and offers access to the virtual classroom for 3 months, allowing flexible progress.
Is the AB-250 Microsoft Dynamics 365 course included in Nanfor's LaaS?
Yes. The AB-250 course is part of Nanfor's LaaS Cert service, facilitating access to this training along with other official Microsoft certifications.
What technical level does the AB-250 Microsoft Dynamics 365 Contact Center course require?
The AB-250 course requires an intermediate level, aimed at professionals with previous knowledge in contact center, customer management, or Dynamics 365 solutions.
What career opportunities does the AB-250 Microsoft Dynamics 365 course offer?
The AB-250 course allows access to roles such as Dynamics 365 functional consultant, contact center specialist, customer service solution architect, or head of digital transformation in customer service.
