16 · Certifications and status
These three numbers get swapped in job posts. Only one of them is the contact-center exam.
MB-280 retired Jul 31 2026, with AB-210 as its successor; AB-210 is in beta. MB-280, Dynamics 365 Customer Experience Analyst, was Sales and Customer Insights, not Contact Center. AB-210 is Dynamics 365 Sales AI Consultant. It does not replace MS-700.
AB-250 is Transforming Contact Center Experiences with AI in Dynamics 365. That is the contact-center certification. A study plan that points a queue engineer at AB-210 is the wrong pile of work.
MB-280 retired Jul 31 2026, with AB-210 as its successor; AB-210 is in beta. AB-250 is the contact-center exam. AB-210 does not replace MS-700.
MB-280 retired Jul 31 2026, with AB-210 as its successor; AB-210 is in beta. AB-250 is the contact-center exam.
If it fails: A job post requires MB-280 after the retirement date, or a contact-center candidate studies AB-210.
A colleague reports: A job post requires MB-280 after the retirement date. Where do you start?
A job post requires MB-280 after the retirement date. Do not book MB-280. AB-210 is its successor and is in beta. AB-250 is the contact-center exam. Source: https://learn.microsoft.com/en-us/credentials/support/retired-certification-exams accessed 2026-10-14.
Which description of AB-210 is accurate?
Dynamics 365 Sales AI Consultant Associate. AB-210 is the successor to MB-280 and is in beta. It is not a replacement for MS-700. It is the wrong exam for a contact-center engineer. Source: https://learn.microsoft.com/en-us/partner-center/announcements/2026-july accessed 2026-10-14.
A colleague reports: Study time goes to sales Copilot for a queue-routing role. Where do you start?
Study time goes to sales Copilot for a queue-routing role. Use AB-250 when the job is Dynamics 365 Contact Center. Use AB-210 only for a sales role, and remember it is in beta. Source: https://learn.microsoft.com/en-us/partner-center/announcements/2026-july accessed 2026-10-14.
Around the call: compliance recording, workforce management, emergency location, analytics, CRM screen pop, and an agent with a human escape. Each one has its own failure.
A job post requires MB-280 after the retirement date, or a contact-center candidate studies AB-210.
Cisco CUBE is one of the SBC families named in this lab’s certification lesson. A certified release can be the Direct Routing SBC between Unified CM and Teams.
The tenant still needs a verified domain on the SBC FQDN, and the user still needs Teams Phone. The studio translator does not open a live AXL session. Confirm the current certified release before you build.
Teams Phone and Webex Calling are separate clouds. This lab does not describe a feature that registers a Webex Calling user into a Teams tenant.
A number move is usually a carrier port, a certified SBC, or a meetings interop product. Confirm before relying.
Unified CCE stays the ACD until you migrate it. Microsoft’s contact-center articles name Connect, Extend, and Unify. They do not name a UCCE connector in the notes this lab cites.
Voice into Teams is still Direct Routing or Operator Connect. The routing script stays on the contact-center product you bought. Confirm the vendor’s current model. Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center.
Copilot Studio, Azure Communication Services, and Graph are later tracks in this lab. Treat any uncited limit as confirm before relying.
Opened 2026-10. A row marked confirm did not open. Wikipedia is background. The Teams blog row is the community index.
