13 Dynamics contact center
Pro tips
• Dynamics 365 Contact Center is the CCaaS product. AB-250 is the exam that matches it.
• AB-210 is the sales successor to MB-280 and is in beta. It does not replace MS-700, and it is not the contact-center exam.
• Unified routing uses workstreams, queues, and capacity. A Teams call queue is a different product.
Interview traps
• Studying AB-210 because the title says AI when the job is the contact center.
• Describing a Teams call queue as unified routing.
Cheat sheet
AB-250 contact center, published ranges
Deploy 15–20%
Channels 30–35%
Agents and AI 10–15%
Work distribution 10–15%
Rep experience 15–20%
Analytics 10–15%
Workstream -> queue -> capacity -> representative
Facts in the long lessons were checked 14 October 2026. This sheet is a memory aid.