Transform Contact Center Experiences with AI in Dynamics 365 (AB-250)
Design, Implementation, and Operations—the Official Microsoft Training
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Machine Learning Engineer
The focus is 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 features that enhance the experience for both customers and agents. The course focuses on understanding how channels, users, and security settings work together to enable scalable and efficient customer interactions.
1. Introduction to the Implementation of Dynamics 365 Contact Center
Get ready to securely implement Dynamics 365 Contact Center. Discover what makes this platform AI-first, how its modular architecture replaces fragmented, standalone solutions, and how to tailor the right deployment model to each customer’s environment. By the end, you’ll know how to evaluate costs, meet compliance requirements, and demonstrate the benefits of a modern contact center.
2. Configuring the Core Features of Dynamics 365 Contact Center
A contact center only adds value if it is configured correctly. In this module, you’ll go from a provisioned platform to a fully functional contact center. You’ll learn how to navigate the Copilot Service Admin Center with confidence, design the agents’ workspace to maximize productivity, integrate your existing CRM so agents have everything they need in one place, deploy autonomous AI agents through a controlled rollout, configure users with the appropriate roles and capacities, and manage configurations across environments using ALM best practices.
3. Configuring Queues in Dynamics 365 Contact Center
Design a queuing strategy that quickly routes each customer to the right agent. Configure queue types, classification rules, overflow handling, and assignment methods to eliminate routing bottlenecks and ensure maximum efficiency in your contact center.
4. Configuring Call Forwarding in Dynamics 365 Contact Center
Every call that’s routed incorrectly, every customer who has to explain their issue to a third customer service representative, every billing question that ends up with a technical specialist—these are all routing errors. In this module, you’ll build the pipeline that prevents them. You’ll configure workstreams as entry points for each channel, create classification rules that enrich work items before they reach a queue, and implement routing methods—skill-based, intent-based, preferred agent, and record-based routing—that automatically assign customers to the right agent. Finally, you’ll integrate Azure Application Insights so you can track and diagnose every routing decision in production.
5. Configuring Chat and Digital Channels in Dynamics 365 Contact Center
These days, customers expect to be able to reach companies through the channels they already use—WhatsApp, SMS, web chat, or a proprietary in-app platform. In this module, you’ll configure these channels in Dynamics 365 Contact Center. You’ll set up WhatsApp and SMS channels, create and customize a live chat widget with pre-chat surveys and custom context passing, enhance the chat experience using the Live Chat SDK and mobile SDKs, and create a fully custom channel using the Messaging API. Each channel feeds into the same unified routing engine, giving your team a single workspace to handle all conversations.
6. Configuring the voice channel in Dynamics 365 Contact Center
The voice channel remains the channel customers use for important matters—such as billing disputes, service outages, or problems they cannot resolve in any other way. In this module, you’ll build the voice channel from the ground up. You’ll connect Teams Phone to Dynamics 365 Contact Center, configure workstreams and queues that route each call to the right agent, set up profiles for incoming and outgoing calls, integrate an external IVR system, and use analytics and conversation intelligence to turn call data into coaching opportunities.
7. Configuring Advanced Settings for Channels in Dynamics 365 Contact Center
After initially setting up channels and call routing, a well-configured contact center requires fine-tuning to operate efficiently. In this module, you’ll configure the advanced settings that control how conversations flow, how agents interact with customers, and how your organization collects and responds to feedback. You’ll also learn how to extend Dynamics 365 with third-party telephony solutions using the Channel Integration Framework.
8. Designing and Deploying Intelligent Voice Agents in Dynamics 365 Contact Center
Voice agents can resolve issues before a human agent is needed—and if an escalation is required, they hand off the case with the full context so customers never have to repeat themselves. In this module, you’ll learn how to select the right orchestration model, customize agent behavior using variables and SIP headers, support customers in multiple languages, and configure call recording to comply with legal requirements.
9. Optimizing Staffing with Workforce Management in Dynamics 365 Contact Center
Staff shortages lead 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, creating data-driven schedules, and monitoring compliance in real time—so your team is always the right size at the right time.
10. Customizing the workspace for employees using experience profiles in Dynamics 365 Contact Center
Use experience profiles to customize the Copilot service workspace for the various roles of service agents. Configure the tools in the productivity area, the Copilot AI features, application tab templates, session templates, notification templates, and the inbox to provide each team with a workspace that is precisely tailored to the way they work.
11. Accelerating Service Delivery with Productivity Tools in Dynamics 365 Contact Center
Configure the tools in the Productivity Center that help service staff work faster and more consistently. Set up scripts and macros that guide employees through conversations and automate repetitive tasks, add custom Power Apps tools to the Productivity Center, enable embedded collaboration with Microsoft Teams, and extend the workspace with JavaScript APIs.
12. Configuring Knowledge Management in Dynamics 365 Customer Service and Contact Center
A well-configured knowledge base helps employees resolve issues more quickly, provide consistent answers, and spend less time searching. This module covers the configuration of knowledge management in Dynamics 365 Customer Service and Contact Center—from setting up the authoring environment to expanding the knowledge base with external content sources.
13. Configuring AI Agents and Copilot in Dynamics 365 Contact Center
Your contact center needs to handle more calls, meet higher quality standards, and manage more configurations than any team can handle manually. In this module, you’ll configure the three AI agents in Dynamics 365 Contact Center—Customer Assist, Quality Assurance, and Service Operations—and set up the Copilot features that your service agents rely on during every call. You’ll connect knowledge sources, add filters, extend Copilot with plugins, and use analytics to continuously improve the entire system.
14. Managing Contact Center Operations with Supervisor Tools in Dynamics 365 Contact Center
Supervisors can only improve what they see and can respond to. This module teaches you the skills needed to set up a fully functional supervisor environment in Dynamics 365 Contact Center: an environment where supervisors can intervene in live calls, automatically monitor quality through AI analysis, and access analytics that enable smarter decisions. As a result, your contact center will have the visibility, consistency, and data access it needs to achieve better outcomes for both customers and employees.
15. Reach customers first by proactively engaging them in Dynamics 365 Contact Center
Configure proactive customer outreach in Dynamics 365 Contact Center to initiate outbound voice calls and text messages. Set up outbound workstreams for voice and SMS, select the type of customer outreach (AI-driven or agent-driven) and the dialing modes, configure proactive campaigns with target audience selection, call forwarding, outcomes, retries, and frequency limits, and monitor campaign performance via the Proactive Customer Outreach dashboard.
16. Gaining Insights Through Analytics and Reports in Dynamics 365 Contact Center
Discover the analytics and reporting framework in Dynamics 365 Contact Center. Use prebuilt dashboards for historical and real-time data, customize reports with filters and bookmarks, extend data models with Power BI and Microsoft Fabric, and configure Azure Application Insights to collect and query telemetry data on the conversation lifecycle.
Requirements:
Basic understanding of the concepts and navigation in Dynamics 365 Contact Center; access to the Copilot Service Admin Center with administrator privileges; familiarity with Power Platform environments and Dataverse; basic understanding of the concepts of unified routing and workflows
- Describe the core features, architecture, security, governance, and licensing models of Dynamics 365 Contact Center
- Configuring workflows and queues (for messaging, records, and voice) and setting up operating hours with overflow handling
- Implement advanced routing capabilities, including competency-based, intent-based, and preferred agent routing, to direct customers to qualified employees
- Set up digital messaging channels (such as WhatsApp, SMS, and live chat) and provide voice service via Teams Phone for incoming and outgoing calls
- Creating experience profiles, productivity tools such as scripts and macros, and session templates to customize the agents workspace
- Managing knowledge management by writing articles with Copilot, managing versions, and integrating external knowledge sources
- Configure AI and Copilot features, including Customer Assist, Quality Assurance, and Service Operations agents, for self-service and real-time support
- Customizing analytics dashboards for historical and real-time data, extending them with Power BI data models, and setting up conversational diagnostics
This course consists of antraining is led by an instructor who provides live guidance to participants. Theory and practice are taught through live demonstrations and hands-on exercises. The course uses the video conferencing software Zoom.
This course is designed for implementation experts who are responsible for the design, configuration, and deployment of contact center solutions and who wish to deepen their knowledge at an intermediate level. It is designed for attendees who already have a basic understanding of contact center concepts and are ready to learn how to configure channels, users, security, workload distribution, routing strategies, and AI-powered features in real-world implementations. Learners use this course to gain confidence in configuring scalable, intelligent contact center solutions that support agents productivity, customer retention, and supervisory oversight across voice and digital channels.
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