Last Updated Nov 2025Dynamics 365 Contact Center is a Copilot-first, cloud-based product that brings intelligence, automation, and efficiency to every engagement channel in the customer relationship management (CRM) solution of your choice. This workshop will equip you with the knowledge to harness Dynamics 365 Contact Center’s intelligent automation and advanced capabilities, ensuring seamless customer experiences and operational efficiency.
Duration - 16 Hours
Level - Intermediate
Style - Self paced
Course Type - Project Ready with Labs
Certification - No
Hands on Labs - Yes
Solution Areas - AI Business Process, Service Transformation with AI
Learn the essentials of Dynamics 365 Contact Center—from requirements and plan selection to installation and channel setup. Understand Copilot’s role in Customer Service and the responsible AI principles guiding its use.
Use the Copilot Service admin center and enhanced user management to streamline operations. Create capacity profiles, manage personas and custom security roles, and set up the embedded experience for Dynamics 365 Contact Center.
Get an overview of Unified Routing and learn to create workstreams, queues, and work classifications. Configure assignment methods, preferred representative routing, skill-based routing, and set up the Salesforce connector.
Explore experience profiles, the agent hub, autonomous service agents, and proactive engagement. Manage session templates, productivity tools, and key workforce management capabilities.
Work seamlessly across email, inbox, timeline, voice, chat, and other channels in the Contact Center. Leverage Copilot and AI Agents (preview) to enhance customer interactions and streamline support.
Set up and manage Knowledge Management to deliver accurate, consistent information. Enable Teams collaboration to improve communication and streamline customer support workflows.
Use and customize analytics to gain real-time and historical insights, including dashboards for supervisors to manage conversations. Configure forecasting to better predict service representative needs and conversation volumes.
Learn the essentials of disaster recovery, security, and compliance for a resilient Contact Center. Explore key strategies and best practices to optimize performance and ensure operational continuity.
Use the Copilot Service workspace with voice, Copilot, autonomous agents, unified routing, and messaging tools. Enhance productivity with email, knowledge management, Teams collaboration, and analytics dashboards.
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No. of
Learners - 1