AB-100 case studies
AB-100 · Put your knowledge to work in context.
AB-100 is the required exam for the Microsoft Certified: Agentic AI Business Solutions Architect Expert credential. It targets accomplished solution architects who plan, design, and deploy AI-driven business solutions across Microsoft platforms - Dynamics 365, Power Platform, Copilot Studio, Azure AI services and Azure OpenAI - and who lead an agentic-first architecture strategy rather than configure individual features. The AB-100 case studies are 5 cases and about 3,536 words.
1Contoso Manufacturing: Out-of-the-Box Copilot vs. Custom Deal-Risk Scoring
Contoso Manufacturing (4,200 employees, EU-based) wants Dynamics 365 Sales Copilot to draft account summaries and follow-up emails for 350 sellers. Leadership has approved a nine-month programme and expects payback within two quarters.
601 words, about 3 min2Fabrikam: Latency, Grounding, and Autonomous Refunds in a Copilot Studio Agent
Fabrikam's service desk handles 22,000 contacts a month across chat and email. Leadership approved a Copilot Studio agent that answers policy questions from 12,000 PDFs in SharePoint and can issue goodwill refunds.
730 words, about 4 min3Northwind: Operating a Live Agent Without ALM, Capacity, or a Test Set
Northwind's Copilot Studio agent for order status and returns went live six weeks ago for 600 internal users. Resolution rate is 41%, and 28% of escalations route to the wrong queue.
728 words, about 4 min4Tailwind Logistics: Fine-Tune, Extend, or Stop the Invoice Automation
Tailwind Logistics processes 40,000 supplier invoices a month, 15% of them handwritten. A four-week proof of concept using an Azure OpenAI model returned 82% field-level accuracy.
771 words, about 4 min5Adventure Works: An HR Agent Facing Shutdown After Eight Weeks
Adventure Works rolled out an HR policy agent to 900 employees eight weeks ago. Adoption is 12%, 34% of questions return 'I don't know', and the only feedback mechanism is a thumbs-up button nobody reads.
706 words, about 4 min