AB-250T00: Transform contact center experiences with AI in Dynamics 365

Price
$1,895.00 USD

Duration
3 Days

 

Delivery Methods
Virtual Instructor Led
Private Group

Course 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, including embedded and standalone modes, connecting data sources and third-party Contact Center as a Service (CCaaS) solutions, and enabling Copilot and agent capabilities that enhance the customer and agent experience. The course emphasizes understanding how channels, users, and security settings work together to support scalable and efficient customer engagement.

Who Should Attend?

This course is intended for implementation professionals who are responsible for designing, configuring, and deploying contact center solutions and want to deepen their skills at the intermediate level. It is designed for learners who already understand basic contact center concepts and are ready to learn how to configure channels, users, security, work distribution, routing strategies, and AI-assisted capabilities in real-world implementations. Learners use this course to build confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and supervisor oversight across voice and digital channels.
  • Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
  • Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
  • Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
  • Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
  • Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
  • Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.

Learning Credits: Learning Credits can be purchased well in advance of your training date to avoid having to commit to specific courses or dates. Learning Credits allow you to secure your training budget for an entire year while eliminating the administrative headache of paying for individual classes. They can also be redeemed for a full year from the date of purchase. If you have previously purchased a Learning Credit agreement with New Horizons, you may use a portion of your agreement to pay for this class.

If you have questions about Learning Credits, please contact your Account Manager.

Corporate Tech Pass: Our Corporate Tech Pass includes unlimited attendance for a single person, in the following Virtual Instructor Led course types: Microsoft Office, Microsoft Technical, CompTIA, Project Management, SharePoint, ITIL, Certified Ethical Hacker, Certified Hacking Forensics Investigator, Java, Professional Development Courses and more. The full list of eligible course titles can be found at https://www.newhorizons.com/eligible.

If you have questions about our Corporate Tech Pass, please contact your Account Manager.

Agenda

1 - Introduction to implementing Dynamics 365 Contact Center

  • Explore the core capabilities of Dynamics 365 Contact Center
  • Explore contact center architecture
  • Security, governance, and compliance
  • Discover the prebuilt AI agents and AI maturity model
  • Cost and licensing

2 - Configure Dynamics 365 Contact Center core capabilities

  • Explore the Copilot Service admin center
  • Configure the Copilot Service workspace
  • Embed the Contact Center widget in non-Microsoft CRM systems
  • Set up Copilot and agents in Contact Center
  • Manage users in Dynamics 365 Contact Center
  • Configure ALM for Contact Center deployments

3 - Configure queues in Dynamics 365 Contact Center

  • Create and manage queues for unified routing
  • Manage queue availability
  • Control work distribution within a queue

4 - Configure routing in Dynamics 365 Contact Center

  • Configure workstreams and work classification rules
  • Configure the engagement agent
  • Configure routing
  • Troubleshoot routing using conversation diagnostics

5 - Configure chat and digital channels in Dynamics 365 Contact Center

  • Overview of channels
  • Configure digital channels
  • Configure the chat channel
  • Configure advanced settings for the chat channel
  • Configure a custom channel

6 - Configure the voice channel in Dynamics 365 Contact Center

  • Set up and provision the voice channel
  • Set up a voice workstream
  • Define voice queues
  • Make and receive calls
  • Integrate an IVR system with the voice channel
  • Analytics, reports, and call insights

7 - Configure advanced settings for channels in Dynamics 365 Contact Center

  • Manage advanced conversation settings
  • Configure advanced message settings
  • Configure the timeline
  • Configure the Channel Integration Framework
  • Configure feedback with Copilot Studio

8 - Design and deploy intelligent voice agents in Dynamics 365 Contact Center

  • Understand voice agent architecture and orchestration
  • Customize voice agents for your organization
  • Configure multilingual voice agents
  • Security and compliance for voice agents

9 - Optimize staffing with workforce management in Dynamics 365 Contact Center

  • Explore workforce management capabilities for your contact center
  • Configure forecasting
  • Configure shift management and scheduling
  • Integrate third-party workforce management solutions

10 - Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center

  • Create and configure experience profiles
  • Configure templates for sessions and notifications
  • Configure the inbox for service representatives

11 - Accelerate service delivery with productivity tools in Dynamics 365 Contact Center

  • Configure scripts and macros
  • Enable custom productivity panels
  • Enable Teams collaboration
  • Extend productivity tools

12 - Configure knowledge management in Dynamics 365 Customer Service and Contact Center

  • Describe the knowledge management process and configure settings
  • Author and publish knowledge articles
  • Configure the Customer Knowledge Management Agent
  • Manage knowledge article versions, categories, and translations
  • Configure internal knowledge search
  • Integrate and search external knowledge sources
  • Module assessment

13 - Configure AI agents and Copilot in Dynamics 365 Contact Center

  • Understand the AI landscape in Dynamics 365 Contact Center
  • Configure the Customer Assist Agent
  • Configure the Quality Assurance Agent
  • Configure the Service Operations Agent
  • Configure Copilot to assist your service representatives
  • Extend Copilot with plugins and measure its impact

14 - Manage contact center operations with supervisor tools in Dynamics 365 Contact Center

  • Enable supervisor controls for live conversations
  • Monitor conversations and take action in real time
  • Grant access to analytics and dashboards

15 - Reach customers first with proactive engagement in Dynamics 365 Contact Center

  • Set up proactive engagement
  • Configure proactive campaigns
  • Set up the proactive engagement dashboard

16 - Unlock insights with analytics and reporting in Dynamics 365 Contact Center

  • Explore built-in analytics and reporting capabilities
  • Extend analytics with Power BI data model customization
  • Monitor conversation health with Azure Application Insights
 

Get in touch to schedule training for your team
We can enroll multiple students in an upcoming class or schedule a dedicated private training event designed to meet your organization’s needs.

CourseID: 3606924E
 



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