This course focuses on designing, implementing, and managing AI-powered contact center solutions using Microsoft Dynamics 365 Contact Center. You will learn to configure omnichannel experiences, deploy Copilot-powered capabilities, implement autonomous service agents, optimize routing and analytics, and build scalable customer service solutions aligned with the objectives of the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB-250) certification.
Prerequisites
- Microsoft Dynamics 365 Fundamentals
- Experience planning or implementing Contact Center as a Service (CCaaS) solutions
- Understanding of Voice, Digital, and Social Channel Orchestration
- Familiarity with Contact Center Personas (Representatives, Supervisors, and Administrators)
- Fundamental Understanding of AI Self-Service, Autonomous Agents, and Copilots
- Microsoft Power Platform Fundamentals
- Microsoft Copilot Studio Fundamentals
- Microsoft Teams Fundamentals
- Microsoft Power BI Fundamentals
What Will You Learn
- Deploy Dynamics 365 Contact Center in Standalone and Embedded Modes
- Configure Voice, Digital, and Proactive Outbound Channels
- Design Unified Routing and Workstreams
- Configure Service Representative Profiles and Agent Experiences
- Enable Copilot-Assisted Guidance
- Implement and Manage Service-Oriented Autonomous Agents
- Manage Contact Center Analytics and Operational Insights
- Monitor and Resolve Contact Center Operations
- Integrate Microsoft Teams and Microsoft Power Platform
- Configure Contact Center Security and Administration
- Optimize Customer Service Workflows
- Prepare for the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB-250) Certification
Who Should Do This Training
- Contact Center Engineers
- AI Solution Engineers
- AI Solutions Architects
- Customer Service Solution Architects
- Microsoft Power Platform Professionals
- Dynamics 365 Functional Consultants
- CRM Consultants
- Technical Consultants
- Contact Center Administrators
