Last Updated 09 Oct 2026This course teaches learners how to configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features.
Duration - 10 Hours
Level - Intermediate
Style - Self paced
Course Type - Credential Ready
Certification - Yes
Hands on Labs - Yes
Solution Areas - AI Business Solutions (ABS), Agentify your business processes (Core)
Featured Product - Microsoft Dynamics 365
In this introductory module, we will walk you through the key information you need to know before starting your certification prep course. You'll gain a clear understanding of the steps, expectations, and benefits
In this module, we will explore how to implement an AI-powered contact center with Dynamics 365 by configuring users, omnichannel routing, Copilot, AI-driven work assignment, agent management, security, and deployment
In this module, we will explore how to configure communication channels in Dynamics 365 Contact Center, including chat, voice, digital messaging, customer engagement, outbound campaigns, workforce management, AI capabilities, and channel customization.
In this module, we will explore how to empower customer service representatives in Dynamics 365 Contact Center by configuring agent workspaces, productivity tools, knowledge management, Copilot, voice agents, AI-assisted support, and customer service experiences
In this module, we will explore how to monitor and optimize Dynamics 365 Contact Center by configuring supervisor experiences, AI-driven insights, analytics, reporting, Power BI dashboards, and application diagnostics
In this exam preparation module, learn effective preparation strategies for the certification exam, including sample questions and study tips.
This Practice Lab module gives you hands-on lab exercises to reinforce your learning. Please note that lab seats are limited and assigned on a first-come, first-served basis, so access may not be available to all learners enrolled in this course.
Take this practice test/assessment to validate your skills gathered from the self-paced online learning course completed in this course to mark your completion.
If you have further questions or need additional support, this module provides everything you need to know.
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