Microsoft Private

AB-7011: Introduction to Navigating the Modern Contact Center (AB-7011)

1 day
Dynamics 365CopilotMicrosoft Power Platform

Learn Microsoft Dynamics 365 Contact Center, including unified routing, voice channels, Copilot Studio voice agents, multilingual IVR, and analytics tools.

Talk to a Learning ConsultantRequest a Private Class

Register or Request Training

  • Private class for your team
  • Live expert instructor
  • Online or on‑location
  • Customizable agenda
  • Proposal responses same day as request
Request Proposal

Course Overview

This course introduces Microsoft Dynamics 365 Contact Center, including its core features, user experiences, work allocation, and unified routing capabilities. You will explore workflows for representatives and supervisors while learning about voice channels, Copilot Studio voice agents, multilingual IVR, integrations, and contact center analytics.

Course Benefits

  • Describe the core capabilities and user experiences of Microsoft Dynamics 365 Contact Center
  • Explain how work allocation and unified routing direct conversations efficiently
  • Navigate key workflows for contact center representatives and supervisors
  • Set up voice channels, queues, workstreams, and call routing in Dynamics 365 Customer Service
  • Configure a Microsoft Copilot Studio voice agent and handoff to a customer service application
  • Configure multilingual voice agents with IVR, language switching, and agent escalation
  • Create and test dynamic IVR experiences using Copilot Studio and Power Apps
  • Explore historical analytics, reports, and call insights

Delivery Methods

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

Microsoft Certified Partner

Webucator is a Microsoft Certified Partner. This class uses official Microsoft courseware and will be delivered by a Microsoft Certified Trainer (MCT).

Microsoft Certified Partner

Course Outline

  1. Get started with Dynamics 365 Contact Center
    1. Overview of Dynamics 365 Contact Center
    2. Administer Dynamics 365 Contact Center
    3. Next generation self-service
    4. Integration with non-Microsoft services
    5. Service representative experience for Dynamics 365 Contact Center
    6. Connectors
    7. Channels in Dynamics 365 Contact Center
    8. Unified routing in Dynamics 365 Contact Center
    9. Contact center management
  2. Deploy a Voice channel in Dynamics 365 Customer Service
    1. Set up and provision the Voice channel
    2. Define voice queues
    3. Set up a voice workstream
    4. Call routing
    5. Make and receive calls
    6. Historical analytics, reports, and call insights
  3. Set up a Microsoft Copilot Studio agent for voice
    1. Deploy the necessary extensions
    2. Set up the handoff to your customer service application
    3. Set up for voice
  4. Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center
    1. Prerequisites and setup for configuring multilingual voice agents
    2. Configure for mid-call language switch use case
    3. Configure for language by dialed number use case
    4. Escalation to agent based on the language
    5. Important configuration information
  5. Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR
    1. Create a dynamic welcome message in Power Apps
    2. Create a user-friendly UI for business administrators
    3. Create your Copilot agent
    4. Test the agent
    5. Update the welcome message dynamically
    6. Test the Copilot agent with the new message

Class Materials

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

Have questions about this course?

We can help with curriculum details, delivery options, pricing, or anything else. Reach out and we’ll point you in the right direction.

Talk to a Learning Consultant