Business Applications

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

Course Duration

3 Days

Delivery

ILT/VILT

Overview

Overview Course Curriculum Training Schedule Exam & Certification FAQs

This course teaches learners how to configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features. Learners focus on deploying and configuring contact center environments, including embedded and standalone modes, connecting data sources and third-party Contact Center as a Service (CCaaS) solutions, and enabling Copilot and agent capabilities that enhance the customer and agent experience. The course emphasizes understanding how channels, users, and security settings work together to support scalable and efficient customer engagement.

What You'll Learn

Understand the architecture, deployment models, and core capabilities of Dynamics 365 Contact Center.
Configure and manage contact center environments, including channels, users, security roles, queues, and workstreams.
Set up and customize customer engagement channels such as chat, voice, digital messaging, Microsoft Teams, and custom communication channels.
Integrate CRM systems, external data sources, and third-party Contact Center as a Service (CCaaS) solutions.
Implement intelligent routing strategies that automatically classify, prioritize, and distribute customer interactions.
Enable and configure Microsoft Copilot and AI-powered agents to enhance customer service and improve agent productivity.
Customize the agent workspace with scripts, macros, knowledge management tools, and AI-assisted support features.
Deploy AI-driven customer service capabilities, including virtual agents, automated responses, and multilingual support.
Monitor contact center performance using real-time dashboards, analytics, and AI-powered insights.
Configure supervisor tools for conversation monitoring, intervention, and quality management.
Utilize Power BI, Microsoft Fabric, and workforce management capabilities to optimize operations, forecast demand, and improve resource planning.
Apply best practices to build scalable, secure, and intelligent contact center solutions that deliver exceptional customer and agent experiences.

Who Should Attend

This course is intended for implementation professionals who are responsible for designing, configuring, and deploying contact center solutions and want to deepen their skills at the intermediate level. It is designed for learners who already understand basic contact center concepts and are ready to learn how to configure channels, users, security, work distribution, routing strategies, and AI-assisted capabilities in real-world implementations. Learners use this course to build confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and supervisor oversight across voice and digital channels.

Prerequisites

Completion of the Implement an AI-powered contact center with Dynamics 365 learning path, or equivalent experience with the Copilot Service admin center, workstreams, queues, and security roles
Basic familiarity with Copilot Service workspace and the agent experience

Learning Journey

Coming Soon...

Module 1: Implement an AI-powered contact center with Dynamics 365
Build an AI-powered Dynamics 365 Contact Center from the ground up. In this learning path, you explore the platform's AI-driven architecture and deployment models, then configure the admin center, agent workspace, CRM connectors, and AI agents — including Copilot-assisted experiences. You then design a smart queue strategy and build an intelligent routing pipeline that automatically classifies, enriches, and assigns work items across every channel.

Module 2: Configure channels in Dynamics 365 Contact Center
Configure every customer-facing channel in Dynamics 365 Contact Center. Set up chat widgets, digital messaging, Teams, and custom channels. Provision the voice channel with Teams Phone and PSTN connectivity. Apply advanced settings for conversation lifecycle, message templates, outbound messaging, and third-party telephony. Then extend the voice channel with intelligent Copilot Studio agents that resolve issues before escalation, supporting multiple languages and legally compliant call recording.

Module 3: Empower customer service representatives in Dynamics 365 Contact Center
Give every customer service representative the tools they need to resolve issues faster and more consistently. In this learning path, you customize the Copilot Service workspace using experience profiles, configure scripts and macros that guide representatives and automate repetitive tasks, build aknowledge base with AI-assisted authoring and external source integration, and deploy the Customer Assist, Quality Assurance, and Service Operations agents alongside Copilot features that surface the right answer in every conversation.

Module 4: Monitor and optimize Dynamics 365 Contact Center with AI-driven insights
Use AI-driven insights to take control of contact center operations end to end. In this learning path, you configure supervisor permissions and real-time monitoring tools so your team can intervene in live conversations, run proactive outbound voice and SMS campaigns to reach customers first, analyze performance with AI-enhanced dashboards extended through Power BI and Microsoft Fabric, and apply AI-powered workforce management to forecast demand, plan shifts, and schedule representatives with precision.

Frequently Asked Questions (FAQs)

Why get Microsoft certified?

Microsoft certifications validate your skills and expertise in Microsoft technologies and solutions, demonstrating your ability to design, implement, and manage cutting-edge technologies.
These certifications are globally recognized and highly sought after by employers, as they signify your proficiency in using Microsoft products and services to drive innovation and solve business challenges.
Microsoft-certified professionals are in high demand, opening doors to new career opportunities and higher earning potential.
What to expect for the examination?

Microsoft certification exams are designed to assess your knowledge and skills in specific Microsoft technologies and solutions.
Exams typically consist of multiple-choice, multiple-select, and case study questions, and some may include lab simulations to evaluate your practical skills.
Note: Certification requirements and policies may be updated by Microsoft from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.
How long is Microsoft certification valid for?

Most Microsoft role-based and specialty certifications are valid for one year from the date of passing the exam.
To maintain your certification, you will need to renew it annually by passing a free online assessment on Microsoft Learn.
However, Microsoft Applied Skills credentials and Fundamentals certifications do not expire.
Note: Certification requirements and policies may be updated by Microsoft from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.
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