Session
Getting Certified in Microsoft's AI first Customer Service Platform
In June 2026, the AB-250 Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate becomes available as a beta exam, with the exam expected to go live in August 2026.
This session guides you through how his new AI-first certificate goes beyond routing and channels, focusing on how AI, Microsoft Copilot, and agents deliver scalable, always‑on service across voice and digital channels
Whilst this new certification is designed for contact center engineers and solutions pros who design and run modern contact center as a service (CCaaS) solutions with Dynamics 365 Contact Center, its knowledge and mastery will benefit anyone building service‑oriented autonomous agents.
The description of the session will be updated as soon as Microsoft confirm the ate when the new exam goes live.
Sharon Smith
Microsoft Dynamics 365 Solution Architect at Capgemini; dual Microsoft BizApps MVP
London, United Kingdom
Links
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