Module 1 - Implementing an AI-Powered Contact Center
In this section, learners build the foundation for Dynamics 365 Contact Center. They explore AI-driven architecture, deployment models, admin center configuration, representative workspace setup, CRM connectors, AI agents, queues, routing, and application lifecycle management.
Lessons
Introduction to implementing Dynamics 365 Contact Center
- Explore Dynamics 365 Contact Center capabilities
- Understand AI-first contact center architecture
- Compare deployment models
- Evaluate cost and compliance considerations
- Build the case for a modern contact center implementation
Configure Dynamics 365 Contact Center core capabilities
- Navigate the Copilot Service admin center
- Configure the representative workspace
- Connect CRM systems
- Deploy autonomous AI agents through a controlled rollout
- Configure users, roles, and capacity
- Manage configurations across environments using ALM
Configure queues in Dynamics 365 Contact Center
- Design queue strategies
- Configure queue types
- Create classification rules
- Configure overflow handling
- Configure assignment methods
Configure routing in Dynamics 365 Contact Center
- Configure workstreams as channel entry points
- Author classification rules
- Configure skill-based routing
- Configure intent-based routing
- Configure preferred representative routing
- Configure routing for records
- Use Azure Application Insights to trace and diagnose routing decisions
Module 2 - Configuring Voice, Chat, and Digital Channels
In this section, learners configure customer-facing channels in Dynamics 365 Contact Center, including chat widgets, digital messaging, Teams, custom channels, voice, third-party telephony, advanced conversation settings, and intelligent voice agents built with Copilot Studio.
Lessons
Configure chat and digital channels in Dynamics 365 Contact Center
- Configure WhatsApp and SMS channels
- Build and customise live chat widgets
- Configure pre-chat surveys
- Pass custom context into conversations
- Extend chat with the Live Chat SDK and mobile SDKs
- Create custom channels using the Messaging API
Configure the voice channel in Dynamics 365 Contact Center
- Connect Teams Phone to Dynamics 365 Contact Center
- Configure voice workstreams and queues
- Set up inbound and outbound calling profiles
- Integrate an external IVR system
- Use analytics and conversation intelligence to improve coaching
Configure advanced settings for channels in Dynamics 365 Contact Center
- Manage conversation lifecycle settings
- Configure message templates and outbound messaging
- Configure the timeline
- Extend Dynamics 365 with third-party telephony using Channel Integration Framework
- Configure feedback with Copilot Studio
Design and deploy intelligent voice agents in Dynamics 365 Contact Center
- Choose the right voice agent orchestration model
- Customise agent behaviour with variables and SIP headers
- Support multilingual voice experiences
- Configure legally compliant call recording
- Enable handoff from voice agents to representatives with context
Module 3 - Empowering Customer Service Representatives
In this section, learners configure tools that help representatives resolve issues faster and work more consistently. Topics include workforce management, experience profiles, productivity tools, knowledge management, AI agents, and Copilot features that support representatives during conversations.
Lessons
Optimise staffing with workforce management in Dynamics 365 Contact Center
- Forecast contact center demand
- Build data-driven schedules
- Monitor adherence in real time
- Align staffing to expected service volume
- Balance representative availability and service needs
Tailor the representative workspace with experience profiles
- Customise the Copilot Service workspace
- Configure productivity pane tools
- Configure Copilot AI features
- Set up application tab templates
- Configure session templates and notification templates
- Customise the inbox for different representative roles
Accelerate service delivery with productivity tools
- Configure scripts to guide representatives
- Build macros to automate repetitive tasks
- Add custom Power Apps tools to the productivity pane
- Enable embedded Microsoft Teams collaboration
- Extend the workspace using JavaScript APIs
Configure knowledge management in Dynamics 365 Customer Service and Contact Center
- Set up knowledge authoring
- Configure internal knowledge search
- Extend knowledge with external content sources
- Help representatives resolve issues faster with consistent answers
- Integrate knowledge into representative workflows
Configure AI agents and Copilot in Dynamics 365 Contact Center
- Configure Customer Assist, Quality Assurance, and Service Operations agents
- Enable Copilot features for representatives
- Connect knowledge sources
- Add filters and plugins
- Use analytics to improve AI-assisted service delivery
Module 4 - Monitoring and Optimising Contact Center Performance
In this section, learners use AI-driven insights to manage contact center operations end to end. They configure supervisor tools, monitor live conversations, support proactive engagement, analyse performance, and extend reporting with Power BI, Microsoft Fabric, and Azure Application Insights.
Lessons
Manage contact center operations with supervisor tools
- Configure supervisor permissions
- Enable real-time monitoring
- Intervene in live conversations when needed
- Review quality using AI evaluation
- Provide supervisors with analytics for smarter decisions
Reach customers first with proactive engagement
- Configure outbound voice calls and SMS messages
- Set up outbound workstreams
- Choose AI-led or representative-led engagement
- Configure proactive campaign audiences, routing, outcomes, reattempts, and frequency limits
- Monitor campaign performance using proactive engagement dashboards
Unlock insights with analytics and reporting
- Use out-of-the-box historical and real-time dashboards
- Personalise reports with filters and bookmarks
- Extend data models with Power BI and Microsoft Fabric
- Configure Azure Application Insights
- Capture and query conversation lifecycle telemetry
