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- Learn how to configure workforce management in Dynamics 365 Contact Center to forecast demand, plan shifts, schedule representatives, and integrate with third-party solutions.
After completing this module, you're able to:
- Identify the functional areas of workforce management and set up user management prerequisites.
- Configure volume forecasting, AI-based forecasting, and capacity planning to predict demand.
- Create shift plans, schedule representatives, and publish schedules.
- Integrate third-party workforce management solutions through the Dataverse API.
- Learn how to create and configure experience profiles in Dynamics 365 Contact Center, including enabling Copilot features, configuring templates, and setting up the inbox for service representatives.
After completing this module, you're able to:
- Create and configure experience profiles to control workspace features per representative role.
- Enable and configure Copilot features at the experience profile level.
- Create application tab, session, and notification templates to control the workspace experience during conversations.
- Configure the inbox and custom views for service representatives.
- Learn how to configure scripts, macros, custom productivity panels, Microsoft Teams collaboration, and developer APIs to boost service representative productivity in Dynamics 365 Contact Center.
After completing this module, you're able to:
- Create scripts with step-by-step guidance and use slugs to surface dynamic session context.
- Build macros using productivity automation, session connector, Omnichannel connector, and flow connector actions.
- Configure a custom Power Apps page or PCF control as a productivity pane tool and enable it in an experience profile.
- Enable embedded Microsoft Teams chat, connect chats to Dynamics 365 records, and configure chat disconnect permissions.
- Use the App profile manager JavaScript API to manage sessions, tabs, and session context programmatically.
- Use the Omnichannel JavaScript API to retrieve conversation data and link records to conversations.
- Learn to configure knowledge management in Dynamics 365 Customer Service and Contact Center. Set up knowledge tables and settings, author and publish articles with AI assistance, configure internal search, and connect external knowledge sources.
After completing this module, you'll be able to:
- Describe the knowledge management process and configure knowledge management settings and portal integration
- Author and publish knowledge articles using Copilot assistance
- Configure the Customer Knowledge Management Agent to automate article drafting from resolved cases
- Manage article versions, categories, and translations
- Configure internal knowledge search settings for agents in Copilot Service workspace
- Integrate external knowledge sources using external and integrated search providers
- Transform your contact center with AI. Configure the Customer Assist, Quality Assurance, and Service Operations agents — then arm every service representative with Copilot features that surface the right answer at the right moment.
After completing this module, you'll be able to:
- Describe the AI and Copilot capabilities in Dynamics 365 Contact Center and how they work together
- Configure the Customer Assist Agent for autonomous self-service, real-time representative assistance, and proactive customer engagement
- Configure the Quality Assurance Agent to evaluate conversations in real time and after completion, and enable supervisor monitoring
- Configure the Service Operations Agent for conversational setup and AI-powered conversation orchestration with playbooks
- Configure Copilot features including conversation summaries, the help pane, and knowledge sources
- Extend Copilot with prompt and connector plugins to surface data from external systems
- Use the Copilot analytics report to measure and improve Copilot adoption
