Implementing Dynamics 365 Contact Center

Course Overview

In this workshop you will discover how to make the most of Dynamics 365 Contact Center. You will learn about the suite of capabilities that Dynamics 365 Contact Center provides and make sure that your business delivers the best contact center experience to your customers.

Duration - 16 Hours

Level - Intermediate

Style - Self paced

Course Type - Project Ready with Labs

Certification - No

Hands on Labs - Yes

Solution Areas - AI Business Solutions (ABS), AI Business Process

Course Modules

Buy and set up Dynamics 365 Contact Center

This course covers an overview of Dynamics 365 Contact Center, its system requirements, and guidance on selecting the right plan for your business. It also includes steps to install and provision channels, explores Copilot in the Customer Service architecture, and emphasizes responsible AI practices for Copilot in Customer Service.

Administer your Contact Center

Learn how to use the Contact Center admin center and the enhanced experience to manage users, create and manage capacity profiles, and handle personas with custom security roles in Customer Service. The course also guides you on setting up an embedded experience for Dynamics 365 Contact Center.

Unified Routing and Assignment

This module provides an overview of Unified Routing, including creating and managing workstreams and queues, configuring work classification, and setting up assignment methods. It also covers routing to preferred agents, implementing skill-based routing, and configuring the Salesforce connector.

Agent experience profiles for Customer Service

Explore agent experience profiles and learn to manage session templates and productivity tools, along with key concepts and practices for effective workforce management.

Configure communication channels

This module covers core Contact Center capabilities, including Email, Inbox, Timeline, Voice, Chat, and other channels, along with the integration and use of Copilot in the Contact Center.

Knowledge Management and Teams Collaboration

Learn how to configure Knowledge Management to streamline information sharing and enhance customer support, and explore Teams collaboration features to improve communication and teamwork in the Contact Center.

Analytics Dashboards and Insights

This module explains how to use and customize analytics and insights, manage real-time and historical analytics dashboards, and enable supervisor access to oversee conversations. It also covers configuring agents for conversations forecasting to optimize Contact Center performance.

Use your Contact Center and drive adoption

This module guides you through using the Contact Center workspace, Voice, and Copilot, along with unified routing and assignment, email and messaging channels, and agent productivity tools. It also covers leveraging Knowledge Management, Teams collaboration, and analytics dashboards for actionable insights.