AB-250T00: Transform contact center experiences with AI in Dynamics 365
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Who should attend AB-250T00: Transform contact center experiences with AI in Dynamics 365 Course
This course is intended for implementation professionals who are responsible for designing, configuring, and deploying contact center solutions and want to deepen their skills at the intermediate level. It is designed for learners who already understand basic contact center concepts and are ready to learn how to configure channels, users, security, work distribution, routing strategies, and AI-assisted capabilities in real-world implementations. Learners use this course to build confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and supervisor oversight across voice and digital channels.
AB-250T00: Transform contact center experiences with AI in Dynamics 365 Course Outline
- 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
- 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
- Create and manage queues for unified routing
- Manage queue availability
- Control work distribution within a queue
- Configure workstreams and work classification rules
- Configure the engagement agent
- Configure routing
- Troubleshoot routing using conversation diagnostics
- Overview of channels
- Configure digital channels
- Configure the chat channel
- Configure advanced settings for the chat channel
- Configure a custom channel
- 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
- Manage advanced conversation settings
- Configure advanced message settings
- Configure the timeline
- Configure the Channel Integration Framework
- Configure feedback with Copilot Studio
- Understand voice agent architecture and orchestration
- Customize voice agents for your organization
- Configure multilingual voice agents
- Security and compliance for voice agents
- Explore workforce management capabilities for your contact center
- Configure forecasting
- Configure shift management and scheduling
- Integrate third-party workforce management solutions
- Create and configure experience profiles
- Configure templates for sessions and notifications
- Configure the inbox for service representatives
- Configure scripts and macros
- Enable custom productivity panels
- Enable Teams collaboration
- Extend productivity tools
- 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
- 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
- Enable supervisor controls for live conversations
- Monitor conversations and take action in real time
- Grant access to analytics and dashboards
- Set up proactive engagement
- Configure proactive campaigns
- Set up the proactive engagement dashboard
- Explore built-in analytics and reporting capabilities
- Extend analytics with Power BI data model customization
- Monitor conversation health with Azure Application Insights
Resources
FAQs on AB-250T00: Transform contact center experiences with AI in Dynamics 365
This course is designed for implementation professionals responsible for designing, configuring, and deploying contact center solutions. It targets intermediate-level learners who already understand basic contact center concepts and want to deepen their skills in configuring channels, users, security, work distribution, and AI-assisted capabilities.
Learners should have a foundational understanding of basic contact center concepts before enrolling. This course builds on that knowledge to teach intermediate-level configuration skills for Dynamics 365 Contact Center.
The course covers Dynamics 365 Contact Center architecture, security and compliance, AI agents, core capability configuration (Copilot Service, ALM, user management), queue setup for unified routing, and routing configuration including workstreams, work classification rules, and diagnostics.
You will gain hands-on skills to configure scalable, intelligent contact center solutions, including setting up channels, managing users and security, configuring work distribution and routing strategies, and leveraging AI-assisted capabilities to support agent productivity and customer engagement.
Yes, the course includes practical troubleshooting techniques, such as using conversation diagnostics to identify and resolve routing issues within Dynamics 365 Contact Center.