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- Get ready to implement Dynamics 365 Contact Center with confidence. Discover what makes this platform AI-first, how its composable architecture replaces fragmented point solutions, and how to match the right deployment model to any customer environment. Walk away knowing how to evaluate cost, navigate compliance, and make the case for a modern contact center.
After completing this module, you will be able to:
- Describe the core capabilities of Dynamics 365 Contact Center
- Explain the platform architecture and deployment models
- Identify key security, governance, and compliance features
- Describe the AI-first capabilities and pre-built agents in Dynamics 365 Contact Center
- Evaluate licensing options and total cost of ownership
- Get your Dynamics 365 Contact Center fully operational. Navigate the admin center, optimize the agent workspace, connect your existing CRM, deploy AI agents, configure users, and manage deployments across environments—so your team can focus on what matters most.
After completing this module, you'll be able to:
- Navigate the Copilot Service admin center and use Service Operations Agent for configuration assistance
- Configure the Copilot Service workspace and experience profiles for agent productivity
- Set up the embedded experience and connectors for non-Microsoft CRM integration
- Configure Copilot features and create rollout plans to manage autonomous AI agent adoption
- Configure user accounts, security roles, personas, and capacity profiles
- Apply ALM practices to promote Contact Center configurations across environments
- Design a queue strategy that gets every customer to the right customer service representative fast. Configure queue types, classification rules, overflow handling, and assignment methods to eliminate routing bottlenecks and keep your contact center running at peak efficiency.
After completing this module, you will be able to:
- Create and manage messaging, record, and voice queues
- Set up operating hours and overflow handling to manage queue availability and surge conditions
- Configure queue priority and prioritization rulesets to control work item ordering
- Select and configure assignment methods to distribute work to the best-suited CSR (Customer Service Representative)
- Stop routing work items manually. Learn to build an intelligent routing pipeline in Dynamics 365 Contact Center that automatically classifies, enriches, and assigns every customer interaction to the right Customer Service Representative—across voice, chat, email, and records.
After completing this module, you'll be able to:
- Configure workstreams and work classification rules to enrich and categorize incoming work items before assignment
- Connect a Copilot Studio engagement agent to a workstream to enable self-service and collect customer context before routing to a customer service representative
- Implement skill-based routing, intent-based routing, and preferred agent routing to match customers to the most qualified available customer service representative
- Configure record routing to process Dataverse records through the unified routing engine
- Use Azure Application Insights and conversation diagnostics to trace and troubleshoot routing decisions
