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Transform contact center experiences with AI in Dynamics 365
Duration
3 Days
Course
MOC-AB-250T00-A
Available Formats
Classroom Training, Online Training
Course Description
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.Objectives
After completing this course, you'll be able to:
- Navigate the Copilot Service admin center and use Service Operations Agent for configuration assistance
- Configure the Copilot Service workspace and experience profiles for agent productivity
- Set up the embedded experience and connectors for non-Microsoft CRM integration
- Configure Copilot features and create rollout plans to manage autonomous AI agent adoption
- Configure user accounts, security roles, personas, and capacity profiles
- Apply ALM practices to promote Contact Center configurations across environments
- Identify available channel types and the common provisioning pattern for enabling channels
- Configure digital messaging channels including WhatsApp and SMS
- Configure and embed the live chat widget with pre-chat surveys and custom context passing
- Extend the chat experience using the Live Chat SDK, authentication, and mobile SDKs
- Configure a custom messaging channel using the Messaging API
Audience
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.
Prerequisites
- Basic understanding of Dynamics 365 Contact Center concepts and navigation
- Access to Copilot Service admin center with System Administrator role
- Familiarity with Power Platform environments and Dataverse
- Completion of the Implement an AI-powered contact center with Dynamics 365 learning path, or equivalent experience with workstreams, queues, and unified routing
- Familiarity with Copilot Studio agent authoring, including topics and trigger phrases
- Microsoft Teams with Teams Phone configured and PSTN connectivity (for voice channel modules)
Topics
- Implement an AI-powered contact center with Dynamics 365
- Introduction to implementing Dynamics 365 Contact Center
- Configure Dynamics 365 Contact Center core capabilities
- Configure queues in Dynamics 365 Contact Center
- Configure routing in Dynamics 365 Contact Center
- Configure channels in Dynamics 365 Contact Center
- Configure chat and digital channels in Dynamics 365 Contact Center
- Configure the voice channel in Dynamics 365 Contact Center
- Configure advanced settings for channels in Dynamics 365 Contact Center
- Design and deploy intelligent voice agents in Dynamics 365 Contact Center
- Empower customer service representatives in Dynamics 365 Contact Center
- Optimize staffing with workforce management in Dynamics 365 Contact Center
- Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center
- Accelerate service delivery with productivity tools in Dynamics 365 Contact Center
- Configure knowledge management in Dynamics 365 Customer Service and Contact Center
- Configure AI agents and Copilot in Dynamics 365 Contact Center
- Monitor and optimize Dynamics 365 Contact Center with AI-driven insights
- Manage contact center operations with supervisor tools in Dynamics 365 Contact Center
- Reach customers first with proactive engagement in Dynamics 365 Contact Center
- Unlock insights with analytics and reporting in Dynamics 365 Contact Center
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Self-Paced Training Info
Learn at your own pace with anytime, anywhere training
- Same in-demand topics as instructor-led public and private classes.
- Standalone learning or supplemental reinforcement.
- e-Learning content varies by course and technology.
- View the Self-Paced version of this outline and what is included in the SPVC course.
- Learn more about e-Learning
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title
Please take a moment to fill out this form. We will get back to you as soon as possible.
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