Course
digicode: AB250
Transform Contact Center Experiences with AI in Dynamics 365 – Intensive Training (AB-250)
AB-250
Course facts
Download as PDF- Describing the core capabilities, architecture, security, governance, and licensing models of Dynamics 365 Contact Center
- Configuring workstreams, queues (for messaging, record, and voice), and setting up operating hours with overflow handling
- Implementing advanced routing, including skill-based, intent-based, and preferred agent routing to match customers to qualified representatives
- Setting up digital messaging channels (like WhatsApp, SMS, and live chat) and provision the voice channel using Teams Phone for inbound and outbound calling
- Creating experience profiles, productivity tools like scripts and macros, and session templates to customize the agent workspace
- Governing knowledge management by authoring articles with Copilot, managing versions, and integrating external knowledge sources
- Configuring AI and Copilot features, including the Customer Assist, Quality Assurance, and Service Operations Agents, for self-service and real-time assistance
- Customizing analytics dashboards for historical and real-time data, extending them with Power BI data models and setting up conversation diagnostics
You will focus on deploying and configuring contact center environments, including embedded and standalone modes, connecting data sources and third‑party Contact Center as a Service (CCaaS) solutions, and enabling Copilot and agent capabilities that enhance the customer and agent experience. The course emphasizes understanding how channels, users, and security settings work together to support scalable and efficient customer engagement.
1 Introduction to implementing Dynamics 365 Contact Center
Get ready to implement Dynamics 365 Contact Center with confidence. Discover what makes this platform AI-first, how its composable architecture replaces fragmented point solutions, and how to match the right deployment model to any customer environment. Walk away knowing how to evaluate cost, navigate compliance, and make the case for a modern contact center.
2 Configure Dynamics 365 Contact Center core capabilities
A contact center only delivers value when it's properly configured. In this module, you move from a provisioned platform to a fully operational contact center. You learn how to navigate the Copilot Service admin center with confidence, shape the agent workspace to maximize productivity, connect your existing CRM so agents have everything they need in one place, deploy autonomous AI agents through a controlled rollout, configure users with the right roles and capacity, and manage configurations across environments using ALM best practices.
3 Configure queues in Dynamics 365 Contact Center
Design a queue strategy that gets every customer to the right customer service representative fast. Configure queue types, classification rules, overflow handling, and assignment methods to eliminate routing bottlenecks and keep your contact center running at peak efficiency.
4 Configure routing in Dynamics 365 Contact Center
Every misrouted call, every customer who repeats their issue to a third customer service representative, every billing question that lands with a technical specialist: these are routing failures. In this module, you build the pipeline that prevents them. You configure workstreams as entry points for each channel, author classification rules that enrich work items before they reach a queue, and implement routing methods—skill-based, intent-based, preferred agent, and record routing—that match customers to the right representative automatically. You finish by connecting Azure Application Insights so you can trace and diagnose any routing decision in production.
5 Configure chat and digital channels in Dynamics 365 Contact Center
Today's customers expect to reach organizations on the channels they already use — WhatsApp, SMS, web chat, or a proprietary in-app platform. In this module, you configure these channels in Dynamics 365 Contact Center. You set up WhatsApp and SMS channels, build and customize a live chat widget with pre-chat surveys and custom context passing, extend the chat experience using the Live Chat SDK and mobile SDKs, and create a fully custom channel through the Messaging API. Every channel feeds into the same unified routing engine, giving your team a single workspace to handle every conversation.
6 Configure the voice channel in Dynamics 365 Contact Center
Voice is still the channel customers reach for when the stakes are high—a billing dispute, a service outage, a problem they couldn't solve any other way. In this module, you build the voice channel from the ground up. You connect Teams Phone to Dynamics 365 Contact Center, configure workstreams and queues that route every call to the right representative, set up inbound and outbound calling profiles, integrate an external IVR system, and use analytics and conversation intelligence to turn call data into coaching opportunities.
7 Configure advanced settings for channels in Dynamics 365 Contact Center
After the initial setup of channels and routing, a well-configured contact center requires fine-tuning to run efficiently. In this module, you configure the advanced settings that control how conversations behave, how representatives interact with customers, and how your organization collects and acts on feedback. You also learn how to extend Dynamics 365 with third-party telephony through the Channel Integration Framework.
8 Design and deploy intelligent voice agents in Dynamics 365 Contact Center
Voice agents can resolve issues before a representative is needed — and when escalation is required, hand off with full context so customers never have to repeat themselves. In this module, you learn to choose the right orchestration model, customize agent behavior with variables and SIP headers, support customers in multiple languages, and configure call recording that meets legal requirements.
9 Optimize staffing with workforce management in Dynamics 365 Contact Center
Understaffing leads to long wait times, while overstaffing drives up costs. Workforce management in Dynamics 365 Contact Center helps you strike the right balance by forecasting demand, building data-driven schedules, and monitoring adherence in real time — so your team is always the right size at the right time.
10 Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center
Use experience profiles to customize the Copilot Service workspace for different service representative roles. Configure productivity pane tools, Copilot AI features, application tab templates, session templates, notification templates, and the inbox to give each team a workspace that matches how they work.
11 Accelerate service delivery with productivity tools in Dynamics 365 Contact Center
Configure the productivity pane tools that help service representatives work faster and more consistently. Set up scripts and macros that guide representatives through conversations and automate repetitive tasks, add custom Power Apps tools to the productivity pane, enable embedded Microsoft Teams collaboration, and extend the workspace with JavaScript APIs.
12 Configure knowledge management in Dynamics 365 Customer Service and Contact Center
A well-configured knowledge base helps agents resolve issues faster, deliver consistent answers, and spend less time searching. This module covers knowledge management configuration in Dynamics 365 Customer Service and Contact Center — from setting up the authoring environment through to extending the knowledge base with external content sources.
13 Configure AI agents and Copilot in Dynamics 365 Contact Center
Your contact center has more conversations to manage, more quality to maintain, and more configuration to get right than any team can handle manually. In this module, you configure the three AI agents in Dynamics 365 Contact Center — Customer Assist, Quality Assurance, and Service Operations — and set up the Copilot features your service representatives rely on in every conversation. You connect knowledge sources, add filters, extend Copilot with plugins, and use analytics to keep the whole system improving.
14 Manage contact center operations with supervisor tools in Dynamics 365 Contact Center
Supervisors can only improve what they can see and act on. This module gives you the skills to build a fully operational supervisor experience in Dynamics 365 Contact Center: one where supervisors can intervene in live conversations, review quality automatically through AI evaluation, and access the analytics that drive smarter decisions. By the end, your contact center has the oversight, consistency, and data access it needs to deliver better outcomes for customers and representatives alike.
15 Reach customers first with proactive engagement in Dynamics 365 Contact Center
Configure proactive engagement in Dynamics 365 Contact Center to initiate outbound voice calls and SMS messages. Set up outbound workstreams for voice and SMS, choose engagement types (AI-led or representative-led) and dialing modes, configure proactive campaigns with audience sourcing, routing, outcomes, reattempts, and frequency limits, and monitor campaign performance with the proactive engagement dashboard.
16 Unlock insights with analytics and reporting in Dynamics 365 Contact Center
Explore the analytics and reporting framework in Dynamics 365 Contact Center. Use out-of-the-box historical and real-time dashboards, personalize reports with filters and bookmarks, extend data models with Power BI and Microsoft Fabric, and configure Azure Application Insights to capture and query conversation lifecycle telemetry.
Component of the following courses
- Transform Contact Center Experiences with AI in Dynamics 365 – Intensive Training
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.
- Basic understanding of Dynamics 365 Contact Center concepts and navigation
- Access to Copilot Service admin center with administrator privileges
- Familiarity with Power Platform environments and Dataverse
- Basic understanding of unified routing concepts and workstreams