Transform contact center experiences with AI in Dynamics 365 (AB-250)

Module 1: Implement an AI-powered contact center with Dynamics 365

• Introduction to implementing Dynamics 365 Contact Center
• Configure Dynamics 365 Contact Center core capabilities
• Configure queues in Dynamics 365 Contact Center
• Configure routing in Dynamics 365 Contact Center

Module 2:Configure channels in Dynamics 365 Contact Center

• Configure chat and digital channels in Dynamics 365 Contact Center
• Configure the voice channel in Dynamics 365 Contact Center
• Configure advanced settings for channels in Dynamics 365 Contact Center
• Design and deploy intelligent voice agents in Dynamics 365 Contact Center

Module 3: Empower customer service representatives in Dynamics 365 Contact Center

• Optimize staffing with workforce management in Dynamics 365 Contact Center
• Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center
• Accelerate service delivery with productivity tools in Dynamics 365 Contact Center
• Configure knowledge management in Dynamics 365 Customer Service and Contact Center
• Configure AI agents and Copilot in Dynamics 365 Contact Center

Module 4: Monitor and optimize Dynamics 365 Contact Center with AI-driven insights

• Manage contact center operations with supervisor tools in Dynamics 365 Contact Center
• Reach customers first with proactive engagement in Dynamics 365 Contact Center
• Unlock insights with analytics and reporting in Dynamics 365 Contact Center