Microsoft Private

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

1 day
Dynamics 365AICopilot

Learn to deploy and configure Dynamics 365 Contact Center with Copilot, AI agents, routing, voice/digital channels, analytics, and secure scalable operations.

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Course Overview

This intermediate course teaches implementation professionals how to configure and operate an intelligent contact center using Dynamics 365 Contact Center capabilities and integrated AI features. You will deploy and configure contact center environments (embedded and standalone), connect data sources and third-party Contact Center as a Service (CCaaS) solutions, and enable Copilot and agent capabilities to improve both customer and agent experiences.

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

Course Benefits

  • Deploy and configure Dynamics 365 Contact Center environments in embedded and standalone modes
  • Set up core admin capabilities, user management, and ALM for Contact Center deployments
  • Configure queues, work distribution, workstreams, and routing (including diagnostics)
  • Configure chat, digital channels, and the voice channel, including IVR integration
  • Apply advanced channel settings such as conversation/message settings, timeline, and Channel Integration Framework
  • Design, customize, and secure intelligent voice agents, including multilingual scenarios
  • Configure workforce management features such as forecasting and shift scheduling, including third-party integrations
  • Tailor the agent experience with experience profiles, templates, inbox configuration, scripts, and macros
  • Implement knowledge management and integrate internal and external knowledge search
  • Configure Copilot and AI agents (Customer Assist, Quality Assurance, Service Operations), including plugins and impact measurement
  • Enable supervisor tools, proactive engagement, and analytics/reporting with Power BI customization and Azure Application Insights

Delivery Methods

Private Class
Delivered for your team at your site or online.

Course Outline

  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

Class Materials

Each student receives a comprehensive set of materials, including course notes and all class examples.

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