This course runs for a duration of 3 Days.
The class will run daily from 9 PM ET to 5 PM ET.
Class Location: Virtual LIVE Instructor Led - Virtual Live Classroom.
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.
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
