AB-250 Transform contact center experiences with AI in Dynamics 365

Price
Net: €
VAT: €

Price
Price on Request

Duration
3 days

For companies and job seekers:
this course is 100% fundable!
 

Location

Course Language
English

Training Solutions
Online Live

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Digital customer communication is evolving rapidly. AI-based technologies are opening up new ways to handle inquiries more efficiently, streamline processes, and improve service quality in the long term.

Key Topics

  • Building intelligent contact center experiences.
  • AI capabilities in Microsoft Dynamics 365.
  • Automated support for service processes.
  • Optimizing customer interactions with data and AI.
  • Application of modern customer service technologies.

Prerequisites
Some prior experience with Dynamics 365, cloud technologies, or customer service solutions will make it easier to get started.

Target Audience
Ideal for professionals in IT, service, customer experience, and digital projects who want to leverage AI capabilities for modern customer processes.

AI is fundamentally changing expectations for digital services. In-depth knowledge of intelligent solutions helps build efficient, flexible, and customer-centric contact center structures.

Course Content
  • Key Features of Dynamics 365 Contact Center
  • Contact Center Architecture
  • Security, Governance, and Compliance
  • Preconfigured AI agents and the AI maturity model
  • Costs and Licensing
  • Explore the Copilot Service Management 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
  • Create and manage queues for unified routing
  • Manage queue availability
  • Control task distribution within a queue
  • Configure workflows and rules for job classification
  • Configure the engagement agent
  • Configure routing
  • Troubleshoot routing using conversation diagnostics
  • Overview of the channels
  • Configure digital channels
  • Configure the chat channel
  • Configuring advanced settings for the chat channel
  • Configure a custom channel
  • Set up and deploy the voice channel
  • Set up a voice workstream
  • Define voice queues
  • Making and receiving calls
  • Integrate an IVR system into the voice channel
  • Analytics, reports, and insights into calls
  • Manage advanced conversation settings
  • Configure advanced message settings
  • Configure the timeline
  • Configure the Channel Integration Framework
  • Configure feedback with Copilot Studio
  • Understanding the Architecture and Orchestration of Voice Agents
  • Customizing voice agents to meet your company's needs
  • Configuring multilingual voice agents
  • Security and compliance for voice agents
  • Discover workforce management features for your contact center
  • Configure forecasts
  • Configure shift management and schedule creation
  • Integrate third-party workforce management solutions
  • Create and configure experience profiles
  • Configure templates for sessions and notifications
  • Configure the inbox for service agents
  • Configure scripts and macros
  • Enable custom productivity panels
  • Enable collaboration in teams
  • Extend productivity tools
  • Describe the knowledge management process and configure settings
  • Create and publish knowledge articles
  • Configure the Customer Knowledge Management Agent
  • Manage versions, categories, and translations of knowledge articles
  • Configure internal knowledge search
  • Integrate and search external knowledge sources
  • Understanding the AI Landscape in Dynamics 365 Contact Center
  • Configure the Customer Assist agent
  • Configuring the Quality Assurance agent
  • Configuring the Service Operations agent
  • Configure Copilot to support your service agents
  • Extend Copilot with plugins and measure its impact
  • Enable supervisor functions for active calls
  • Monitor calls and take action in real time
  • Grant access to analytics and dashboards
  • Set up proactive customer outreach
  • Configure proactive campaigns
  • Set up the dashboard for proactive customer outreach
  • Discover built-in analytics and reporting features
  • Extend analytics by customizing the Power BI data model
  • Monitor the status of conversations with Azure Application Insights

Frequently Asked Questions

  • AB-250 demonstrates how to use AI to optimize modern contact centers with Dynamics 365—from automation to enhanced customer experiences.
  • AI enables faster workflows, intelligent service support, and personalized interactions for more efficient customer experiences.
  • The focus is on Microsoft Dynamics 365 Contact Center, Copilot features, AI-powered automation, and modern analytics tools.
  • Ideal for departments in customer service, consulting, IT, and process management that are actively working to enhance digital service experiences.
  • AI enables automated responses and improved data analysis, and helps service teams make quick, informed decisions.
  • Basic knowledge of Microsoft Dynamics 365, customer service processes, or digital business applications is helpful.
  • Modern contact centers combine data, automation, and AI to sustainably improve service quality and productivity.
  • The course covers real-world scenarios for setting up, using, and optimizing AI-powered contact center solutions using Microsoft technologies.
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