This course teaches learners how to design, configure, secure, and optimise a modern AI-powered contact centre using Dynamics 365 Contact Center. Students will explore omnichannel customer engagement, intelligent routing, voice and digital channels, AI agents, Copilot capabilities, workforce management, analytics, and operational tools that enhance customer service delivery and agent productivity

This course is designed for:

• Dynamics 365 Functional Consultants responsible for implementing customer service and contact centre solutions.
• Customer Service administrators and managers looking to modernise support operations.
• Contact Centre solution architects and implementation specialists.
• Business analysts involved in customer experience and service transformation projects.
• IT professionals responsible for configuring and supporting Dynamics 365 Contact Center environments.

Required

• Basic understanding of customer service and contact centre operations.
• Familiarity with Microsoft Dynamics 365 fundamentals.
• Experience navigating Dynamics 365 applications and business processes.

Recommended

• Knowledge of Dynamics 365 Customer Service.
• Understanding of omnichannel customer engagement concepts.
• Familiarity with Microsoft Copilot and AI-powered business applications.
• Experience configuring users, security roles, and business workflows.

After completing this course, students will be able to:

• Configure the core capabilities of Dynamics 365 Contact Center.
• Design and implement omnichannel customer engagement experiences.
• Configure queues and intelligent routing strategies to improve service efficiency.
• Deploy and manage chat, messaging, social, and voice communication channels.
• Configure advanced channel settings to support business requirements.
• Design and deploy intelligent voice agents to automate customer interactions.
• Enhance agent productivity using Copilot, AI agents, and productivity tools.
• Configure knowledge management solutions that improve customer service delivery.
• Tailor agent workspaces using Experience Profiles to support different service scenarios.
• Optimise workforce planning and staffing using workforce management capabilities.
• Monitor contact centre performance using AI-driven insights and analytics.
• Manage day-to-day operations using supervisor tools and operational dashboards.
• Implement proactive customer engagement strategies.
• Analyse service performance and customer interactions using reporting and analytics tools.
• Apply best practices for AI-powered customer service solutions within Dynamics 365.

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

• Optimise 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 optimise 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