Learn about getting started with Dynamics 365 Contact Center.
This module explains the following concepts:
- Benefits and features of Dynamics 365 Contact Center
- How to administer Dynamics 365 Contact Center
- Integration with non-Microsoft services
- Service representative experience for Dynamics 365 Contact Center
- How to manage Dynamics 365 Contact Center
The Voice channel in Microsoft Dynamics 365 Customer Service includes many different features and functionalities that call center representatives and supervisors can use.
In this module, you'll:
- Learn how to set up and provision the Voice channel.
- Define voice queues.
- Set up voice workstreams.
- Learn about call routing.
This module explores how to set up a Microsoft Copilot Studio agent to use voice.
This module explains how to:
- Explore the required setup for enabling a Microsoft Copilot Studio agent for voice capabilities.
- Learn why you'd enable an agent for voice.
- Install the necessary extensions.
- Set up the handoff with your voice provider.
This module provides detailed guidance on how to use multilingual voice agents that are developed by using Microsoft Copilot Studio on the telephony channel of Dynamics 365 Contact Center.
In this module, you:
- Learn about the benefits of multilingual voice agents in Dynamics 365 Contact Center
- Learn about the prerequisites for configuring multilingual bots
- Learn how to configure a multilingual voice agent with Dynamics 365 Contact Center
- Activate key scenarios, such as mid-call language switching and language based on voice channel number
- Test and validate multilingual configurations to ensure a seamless customer experience
Dynamics 365 Contact Center IVR Copilot agents are designed by using Microsoft Copilot Studio. It designs these agents based on a customer's business needs, which guides a caller's experience in the interactive voice response (IVR) session. To allow scalability and facilitate quick changes in your IVR flow, such as broadcasting messaging, you can create rules by using Microsoft Power Apps and then integrate them into your Copilot agent. This approach allows businesses to make real-time changes to the Copilot agents without needing to modify or republish the agent.
This module explains how to:
- Create dynamic rules
- Link dynamic rules with your Copilot agent

Syllabus

Get started with Dynamics 365 Contact Center
- Introduction
- Overview of Dynamics 365 Contact Center
- Administer Dynamics 365 Contact Center
- Next generation self-service
- Integration with non-Microsoft services
- Service representative experience for Dynamics 365 Contact Center
- Connectors
- Channels in Dynamics 365 Contact Center
- Unified routing in Dynamics 365 Contact Center
- Contact center management
- Check your knowledge
- Summary
Deploy a Voice channel in Dynamics 365 Customer Service
- Introduction
- Set up and provision the Voice channel
- Define voice queues
- Set up a voice workstream
- Call routing
- Make and receive calls
- Historical analytics, reports, and call insights
- Check your knowledge
- Summary
Set up a Microsoft Copilot Studio agent for voice
- Introduction
- Deploy the necessary extensions
- Set up the handoff to your customer service application
- Set up for voice
- Check your knowledge
- Summary
Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center
- Introduction
- Prerequisites and setup for configuring multilingual voice agents
- Configure for mid-call language switch use case
- Configure for language by dialed number use case
- Escalation to agent based on the language
- Important configuration information
- Check your knowledge
- Summary
Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR
- Introduction
- Create a dynamic welcome message in Power Apps
- Create a user-friendly UI for business administrators
- Create your Copilot agent
- Test the agent
- Update the welcome message dynamically
- Test the Copilot agent with the new message
- Check your knowledge
- Summary