AB-250T00: Transform contact center experiences with AI in Dynamics 365

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Module 1: Introduction to implementing Dynamics 365 Contact Center

• 1.1 Introduction 
• 1.2 Explore the core capabilities of Dynamics 365 Contact Center 
• 1.3 Explore contact center architecture 
• 1.4 Security, governance, and compliance 
• 1.5 Discover the prebuilt AI agents and AI maturity model 
• 1.6 Cost and licensing 
• 1.7 Summary 

Module 2: Configure Dynamics 365 Contact Center core capabilities

• 2.1 Introduction 
• 2.2 Explore the Copilot Service admin center 
• 2.3 Configure the Copilot Service workspace 
• 2.4 Embed the Contact Center widget in non-Microsoft CRM systems 
• 2.5 Set up Copilot and agents in Contact Center 
• 2.6 Manage users in Dynamics 365 Contact Center 
• 2.7 Configure ALM for Contact Center deployments 
• 2.8 Summary 

Module 3: Configure queues in Dynamics 365 Contact Center

• 3.1 Introduction 
• 3.2 Create and manage queues for unified routing 
• 3.3 Manage queue availability 
• 3.4 Control work distribution within a queue 
• 3.5 Summary 

Module 4: Configure routing in Dynamics 365 Contact Center

• 4.1 Introduction 
• 4.2 Configure workstreams and work classification rules 
• 4.3 Configure the engagement agent 
• 4.4 Configure routing 
• 4.5 Troubleshoot routing using conversation diagnostics 
• 4.6 Summary 

Module 5: Configure chat and digital channels in Dynamics 365 Contact Center

• 5.1 Introduction 
• 5.2 Overview of channels 
• 5.3 Configure digital channels 
• 5.4 Configure the chat channel 
• 5.5 Configure advanced settings for the chat channel 
• 5.6 Configure a custom channel 
• 5.7 Summary 

Module 6: Configure the voice channel in Dynamics 365 Contact Center

• 6.1 Introduction 
• 6.2 Set up and provision the voice channel 
• 6.3 Set up a voice workstream 
• 6.4 Define voice queues 
• 6.5 Make and receive calls 
• 6.6 Integrate an IVR system with the voice channel 
• 6.7 Analytics, reports, and call insights 
• 6.8 Summary 

Module 7: Configure advanced settings for channels in Dynamics 365 Contact Center

• 7.1 Introduction 
• 7.2 Manage advanced conversation settings 
• 7.3 Configure advanced message settings 
• 7.4 Configure the timeline 
• 7.5 Configure the Channel Integration Framework 
• 7.6 Configure feedback with Copilot Studio 
• 7.7 Summary 

Module 8: Design and deploy intelligent voice agents in Dynamics 365 Contact Center

• 8.1 Introduction 
• 8.2 Understand voice agent architecture and orchestration 
• 8.3 Customize voice agents for your organization 
• 8.4 Configure multilingual voice agents 
• 8.5 Security and compliance for voice agents 
• 8.6 Summary 

Module 9: Optimize staffing with workforce management in Dynamics 365 Contact Center

• 9.1 Introduction 
• 9.2 Explore workforce management capabilities for your contact center 
• 9.3 Configure forecasting 
• 9.4 Configure shift management and scheduling 
• 9.5 Integrate third-party workforce management solutions 
• 9.6 Summary 

Module 10: Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center

• 10.1 Introduction 
• 10.2 Create and configure experience profiles 
• 10.3 Configure templates for sessions and notifications 
• 10.4 Configure the inbox for service representatives 
• 10.5 Summary 

Module 11: Accelerate service delivery with productivity tools in Dynamics 365 Contact Center

• 11.1 Introduction 
• 11.2 Configure scripts and macros 
• 11.3 Enable custom productivity panels 
• 11.4 Enable Teams collaboration 
• 11.5 Extend productivity tools 
• 11.6 Summary 

Module 12: Configure knowledge management in Dynamics 365 Customer Service and Contact Center

• 12.1 Introduction 
• 12.2 Configure knowledge management foundations 
• 12.3 Author and publish knowledge articles 
• 12.4 Configure the Customer Knowledge Management Agent 
• 12.5 Manage knowledge article versions, categories, and translations 
• 12.6 Govern knowledge access and quality 
• 12.7 Plan knowledge sources and delivery channels 
• 12.8 Summary 

Module 13: Configure AI agents and Copilot in Dynamics 365 Contact Center

• 13.1 Introduction 
• 13.2 Understand the AI landscape in Dynamics 365 Contact Center 
• 13.3 Configure the Customer Assist Agent 
• 13.4 Configure the Quality Assurance Agent 
• 13.5 Configure the Service Operations Agent 
• 13.6 Configure Copilot to assist your service representatives 
• 13.7 Extend Copilot with plugins and measure its impact 
• 13.8 Summary 

Module 14: Manage contact center operations with supervisor tools in Dynamics 365 Contact Center

• 14.1 Introduction 
• 14.2 Enable supervisor controls for live conversations 
• 14.3 Monitor conversations and take action in real time 
• 14.4 Configure quality and coaching 
• 14.5 Grant access to analytics and dashboards 
• 14.6 Summary 

Module 15: Reach customers first with proactive engagement in Dynamics 365 Contact Center

• 15.1 Introduction 
• 15.2 Set up proactive engagement 
• 15.3 Configure proactive campaigns 
• 15.4 Set up the proactive engagement dashboard 
• 15.5 Summary 

Module 16: Unlock insights with analytics and reporting in Dynamics 365 Contact Center

• 16.1 Introduction 
• 16.2 Explore built-in analytics and reporting capabilities 
• 16.3 Extend analytics with Power BI data model customization 
• 16.4 Monitor conversation health with Azure Application Insights 
• 16.5 Summary