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 course focused on modernizing contact centers using artificial intelligence within the Microsoft Dynamics 365 environment. This course provides an understanding of how to improve the customer experience and optimize support operations using the AI capabilities integrated into the Microsoft ecosystem.
During 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 roles such as functional consultants, administrators, solutions architects, and customer service specialists working in business environments.
The practical value of course AB-250 lies in its applied approach, enabling the design and management of intelligent contact centers that optimize customer service, reduce operating 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 subsidies, making it easier to incorporate into corporate training plans.
Overview of Course AB-250
The course AB-250: Transform contact center experiences with AI in Dynamics 365 is an official Microsoft training course focused on the digital transformation of contact centers using artificial intelligence in Microsoft Dynamics 365. This training provides an understanding of how to evolve traditional customer service models into 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 enables the management of omnichannel interactions, the automation of support processes, and real-time service performance analysis. Participants will learn to implement solutions that improve both operational efficiency and service quality.
This course is specially designed for organizations seeking to optimize their customer service operations, enabling the application of AI technologies to reduce response times, personalize the experience, and facilitate data-driven decision-making. Its practical approach makes it a key training course for contact center modernization projects in business environments.
Virtual course with certification exam included free of charge. Don't miss this opportunity! The exam is valued at €126 + VAT and is included at no additional cost.
Promotion valid until December 31, 2026. One-attempt exam available only in Virtual - Distance Learning format.
What is the Microsoft AB-250 certification used for 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 meets the growing demand for professionals capable of modernizing customer experiences through automation and advanced analytics.
It is aimed at mixed roles such as functional consultants, Dynamics 365 administrators, solutions architects, and customer service specialists. In business environments, these skills are applied in real projects such as interaction automation, virtual agent implementation, omnichannel management, and support process optimization using AI and Copilot.
At a professional level, course AB-250 improves employability by positioning the professional as a specialist in intelligent contact center solutions within the Microsoft ecosystem. It enables growth into strategic roles in digital transformation, adding value by improving operational efficiency, customer experience, and data-driven decision-making.
Professional Applications of Microsoft Dynamics 365 Contact Center
The technology used in course AB-250, based on Microsoft Dynamics 365 Contact Center along with Azure, Microsoft 365, and Power Platform, allows companies to transform their customer service operations through artificial intelligence and automation. These solutions integrate communication channels, data, and AI tools to provide efficient and scalable omnichannel management.
In business environments, this technology is applied in multiple practical cases: support process automation using virtual agents and chatbots, the development of customer service applications connected to the CRM, interaction data analysis to improve decision-making, and comprehensive 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.
Course AB-250 provides an applied approach that enables the implementation of these capabilities in real projects, helping to optimize processes, improve the customer experience, and increase productivity in key business areas such as customer service, operations, and data analysis.
What Official Microsoft Courses and Certifications at Nanfor Include
The training includes Microsoft Learn material, presentations by expert instructors, authorized labs, specialized tutoring, personalized sessions with an expert instructor, certification preparation, and a certificate of completion, combining institutional content with Nanfor's expert guidance.
Learn all the components
Advantages of AB-250 Training
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Specialization in contact centers 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 into a single platform.
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Optimization of the 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 make the most of course AB‑250, the following is recommended:
- Basic knowledge of contact centers (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 (advanced programming is not required)
- Interest in AI technologies applied to customer service and automation
Preparation for the Microsoft AB-250 Certification
Nanfor's AB‑250 training prepares you for the official Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate certification, validating the skills necessary 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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Classroom access:
3 months
General course information
Who is the Microsoft AB-250 course aimed at?
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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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Solutions architects and technical roles implementing contact centers with AI
- Professionals in customer experience, operations, and customer service
- Roles seeking to specialize in automation, Omnichannel, and intelligent service with Copilot
Course AB-250 objectives and what you will learn
Upon completion of course AB‑250, the participant will be able to:
- Design and implement intelligent contact centers with Microsoft Dynamics 365
- Configure and manage omnichannel channels (voice, chat, email, digital) in business environments
- Integrate artificial intelligence and Copilot capabilities to improve agent productivity and the customer experience
- Automate support processes using virtual agents, intelligent routing, and workflows
- Implement self-service and AI-assisted support 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 Microsoft Learn AB-250 collection
- 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-based insights
Course AB-250 content – Official program
Unit 1: Implement a contact center with AI in Dynamics 365
- Introduction to implementing Dynamics 365 Contact Center
- Configuring the main capabilities of Dynamics 365 Contact Center
- Configuring queues in Dynamics 365 Contact Center
- Configuring routing in Dynamics 365 Contact Center
Unit objectives:
- Describe an artificial intelligence-powered contact center solution
- Configure the main 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
- Chat and digital channel configuration
- Voice channel configuration
- Configuring 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 the organization's 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's workspace with experience profiles
- Improving productivity with tools such as scripts, macros, and Microsoft Teams integration
- Configuring knowledge management in the contact center
- Configuring AI agents and Copilot features in Dynamics 365 Contact Center
Unit objectives:
- Improve the agent's workspace using experience profiles and templates
- Configure productivity tools such as scripts, macros, and collaboration with Microsoft Teams
- Learn about and apply artificial intelligence agents and Copilot features in the Contact Center
Unit 4: Monitor and optimize Dynamics 365 Contact Center with AI-based insights
- Contact center operations management using monitoring tools
- Implementation of proactive customer engagement strategies
- Data analysis and report generation 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 allow anticipating customer needs
- Explore and customize dashboards and reports to improve contact center efficiency
Our differentiator: 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 |
Channel creation (chat, voice, email, digital) |
The student enables omnichannel support in a real environment |
| User and role management |
Agent, supervisor, and permission configuration |
The student defines the operational structure of a contact center |
| Agent profile configuration |
Agent experience personalization |
The student adapts the workspace for productivity |
| Workstream configuration |
Support flow design |
The student organizes the customer support flow |
| Intelligent routing implementation |
Routing and assignment rule configuration |
The student optimizes case and conversation assignment |
| Queue and workload distribution configuration |
Queue and workload management |
The student controls the efficient distribution of interactions |
| Data source integration |
Connection with external systems and business data |
The student centralizes customer information |
| Copilot implementation for agents |
Real-time intelligent assistance configuration |
The student improves agent efficiency with AI |
| Virtual agent creation (chatbots) |
Conversational bot design for self-service |
The student automates basic customer service |
| Conversational experience design |
Dialogue flow and response configuration |
The student improves the customer experience |
| Service process automation |
Implementation of automated workflows |
The student reduces manual tasks in the contact center |
| Proactive engagement configuration |
Outbound interaction design |
The student implements proactive customer engagement strategies |
| CCaaS solution integration |
Connection with external contact center platforms |
The student expands system capabilities |
| Operations monitoring |
Metrics and performance supervision |
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 service processes and workflows |
The student optimizes service efficiency |
| Security and compliance configuration |
Access control and protected data |
The student implements secure solutions |
| Continuous improvement cycle management |
Configuration adjustment based on results |
The student continuously evolves the system |
| Complete contact center solution development |
Integration of all modules in a real-world scenario |
The student implements a complete intelligent contact center |
Course language
- Course: English / Spanish
- Labs: English / Spanish
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Nanfor, Microsoft's official ICT training center
Nanfor is a custom ICT training center specializing in technology training for professionals and businesses, and it 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), ensuring quality, continuous updates, and alignment with certifications.
Frequently asked questions about course AB-250
What is the Microsoft Dynamics 365 Contact Center AB-250 course?
The AB-250 course is official Microsoft training focused on implementing intelligent contact centers using Dynamics 365 Contact Center with artificial intelligence and automation capabilities.
What is the Microsoft AB-250 certification in 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 Microsoft AB-250 course on contact centers with AI in Dynamics 365 official?
Yes. The AB-250 course is 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 Microsoft Dynamics 365 AB-250 course and other Microsoft certifications?
The AB-250 course focuses specifically on transforming contact centers with AI in Dynamics 365, while other certifications focus on areas such as development, data, or cloud administration without specializing in customer service.
Is the Microsoft Dynamics 365 Contact Center AB-250 course eligible for FUNDAE subsidies?
Yes. The AB-250 course is eligible for FUNDAE subsidies, subject to the requirements and conditions established by the company.
What is the duration and access provided by the Microsoft Dynamics 365 AB-250 course?
The AB-250 course has an approximate duration of 100 hours and offers access to the virtual classroom for 3 months, allowing you to progress flexibly.
Is the Microsoft Dynamics 365 AB-250 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 is required for the Microsoft Dynamics 365 Contact Center AB-250 course?
The AB-250 course requires an intermediate level, aimed at professionals with prior knowledge in contact centers, customer management, or Dynamics 365 solutions.
What career opportunities does the Microsoft Dynamics 365 AB-250 course offer?
The AB-250 course provides access to roles such as Dynamics 365 functional consultant, contact center specialist, customer service solutions architect, or digital transformation manager in customer service.
