Microsoft Private

AB-7011: Introduction to navigating the modern Contact Center (AB-7011)

8 hours
Dynamics 365CopilotMicrosoft Power Platform

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

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  • Private class for your team
  • Live expert instructor
  • Online or on‑location
  • Customizable agenda
  • Proposal turnaround within 1–2 business days
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Course Overview

This course introduces Microsoft Dynamics 365 Contact Center, focusing on core features and the end-user experience. You will learn how work allocation and conversation routing are handled and explore day-to-day workflows for both contact center representatives and supervisors. By the end of the course, you will be prepared to navigate and manage the Dynamics 365 Contact Center environment.

Course Benefits

  • Describe core capabilities and user experiences in Microsoft Dynamics 365 Contact Center
  • Understand how work allocation and unified routing are used to route conversations efficiently
  • Navigate key workflows for contact center representatives and supervisors
  • Deploy and use the Voice channel in Dynamics 365 Customer Service (queues, workstreams, and call routing)
  • Set up a Microsoft Copilot Studio agent for voice, including handoff to a customer service application
  • Configure multilingual voice agents with IVR, including language switching and escalation
  • Create and test a rule-driven approach for real-time IVR changes (for example, dynamic welcome messages)

Delivery Methods

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

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.

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