AB-250 : Transform Contact Center Experiences with AI in Dynamics 365

• Duration: 3 days

Overview

This course teaches learners how to configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features.

Learners focus on deploying and configuring contact center environments in both embedded and standalone modes, connecting data sources and third-party Contact Center as a Service (CCaaS) solutions, and enabling Microsoft Copilot and AI agent capabilities to enhance customer and agent experiences.

The course emphasizes how channels, users, security settings, work distribution, and routing strategies work together to support scalable and efficient customer engagement across voice and digital channels.

What You’ll Learn

• Configure and operate an intelligent contact center using Dynamics 365 Contact Center capabilities and built-in AI features.
• Deploy contact center environments in both embedded and standalone modes.
• Integrate data sources and third-party Contact Center as a Service (CCaaS) solutions.
• Enable and configure Microsoft Copilot and AI-assisted agent capabilities.
• Configure digital and voice channels for customer engagement.
• Configure queues, routing strategies, and work distribution.
• Manage users, security settings, and contact center configurations.
• Deploy intelligent voice agents to support customer interactions.
• Optimize staffing using workforce management capabilities.
• Configure agent workspaces and experience profiles.
• Use productivity tools to improve agent efficiency and service delivery.
• Configure knowledge management capabilities.
• Apply AI agents and Copilot capabilities to support customer service representatives.
• Monitor contact center operations using supervisor tools.
• Use analytics and reporting to gain operational insights.
• Implement proactive engagement strategies to improve customer interactions.
• Apply AI-driven insights to optimize contact center performance.

Who Should Attend

This course is intended for implementation professionals responsible for designing, configuring, and deploying contact center solutions and who want to deepen their skills at an intermediate level.

It is ideal for:

• Contact center implementation professionals
• Dynamics 365 professionals
• Customer service solution consultants
• CRM administrators and functional consultants
• IT professionals working with customer engagement solutions
• Contact center supervisors and operations professionals
• Professionals involved in digital transformation and customer experience initiatives

Learners should already understand basic contact center concepts and be ready to develop practical skills in configuring channels, users, security, work distribution, routing strategies, and AI-assisted capabilities.

Prerequisites

• Basic understanding of contact center concepts, including channels, agents, and customer engagement workflows.
• Foundational familiarity with Dynamics 365 Customer Service or similar contact center solutions.
• General understanding of customer service and contact center operations is beneficial.

Curriculum

Module 01: Implement an AI-Powered Contact Center with Dynamics 365

Learn how to implement and configure the core capabilities required to establish an AI-powered Dynamics 365 Contact Center.

Topics include:

• Introduction to implementing Dynamics 365 Contact Center
• Configuring Dynamics 365 Contact Center core capabilities
• Configuring queues
• Understanding work distribution and routing
• Configuring routing strategies
• Supporting scalable contact center operations
• Establishing the foundation for AI-powered customer engagement

Module 02: Configure Channels in Dynamics 365 Contact Center

Learn how to configure and manage digital and voice communication channels to support customer engagement across different interaction types.

Topics include:

• Configuring chat and digital channels
• Configuring the voice channel
• Configuring advanced channel settings
• Managing channel-specific configurations
• Supporting voice and digital customer interactions
• Designing intelligent voice agents
• Deploying intelligent voice agents in Dynamics 365 Contact Center

Module 03: Empower Customer Service Representatives in Dynamics 365 Contact Center

Learn how to improve agent productivity and customer service delivery through workforce management, agent experiences, knowledge management, productivity tools, and AI capabilities.

Topics include:

• Optimizing staffing with workforce management
• Configuring experience profiles
• Tailoring the agent workspace
• Using productivity tools to accelerate service delivery
• Configuring knowledge management in Dynamics 365 Customer Service and Contact Center
• Supporting customer service representatives with AI
• Configuring AI agents
• Configuring and using Copilot capabilities
• Improving agent productivity and customer engagement

Module 04: Monitor and Optimize Dynamics 365 Contact Center with AI-Driven Insights

Learn how to monitor contact center operations and use analytics, reporting, supervisor tools, and proactive engagement capabilities to improve performance.

Topics include:

• Managing contact center operations with supervisor tools
• Monitoring agent and contact center activities
• Implementing proactive customer engagement
• Reaching customers through proactive engagement capabilities
• Using analytics and reporting
• Interpreting contact center performance insights
• Applying AI-driven insights to operational optimization
• Supporting supervisor oversight and informed decision-making

Course Outcome

Upon successful completion of this course, learners will be able to:

• Configure and operate an intelligent Dynamics 365 Contact Center.
• Deploy contact center environments in embedded and standalone modes.
• Configure voice and digital communication channels.
• Configure queues, routing, work distribution, users, and security settings.
• Deploy and manage intelligent voice agents.
• Configure Copilot and AI-assisted capabilities for customer service representatives.
• Optimize agent productivity through workforce management, experience profiles, knowledge management, and productivity tools.
• Monitor contact center operations using supervisor tools.
• Use analytics and reporting to understand contact center performance.
• Implement proactive customer engagement strategies.
• Apply AI-driven insights to support contact center optimization and operational decision-making.