3-Day Instructor-Led Training
Microsoft Official Content
Hands-on labs
Microsoft Exam Voucher Included
After-Course Instructor-Coaching Included
Transform Contact Center Experiences with AI in Dynamics 365 (AB-250)
Course 8782
- Duration: 3 days
- Exam Voucher: Yes
- Language: English
- Level: Intermediate
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.
AI Contact Center in Dynamics Training Delivery Methods
In-Person
Online
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AI Contact Center in Dynamics Training Information
Course Benefits
- Builds practical skills for configuring AI-powered contact center solutions
- Helps teams deploy and manage Dynamics 365 Contact Center environments
- Supports implementation of voice, chat, digital messaging, and custom channels
- Covers Copilot, AI agents, intelligent routing, queues, and representative productivity tools
- Helps organizations improve customer engagement, representative productivity, and supervisor visibility
- Prepares learners for the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate certification
Prerequisites
Learners should have a basic understanding of contact center concepts and be ready to configure channels, users, security, work distribution, routing strategies, and AI-assisted capabilities in real-world implementations.
Exam Information
Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate
AI Contact Center in Dynamics Training Outline
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 customize 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
- Customize agent behavior 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
Optimize 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
- Customize the Copilot Service workspace
- Configure productivity pane tools
- Configure Copilot AI features
- Set up application tab templates
- Configure session templates and notification templates
- Customize 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 Optimizing 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, analyze 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
- Personalize reports with filters and bookmarks
- Extend data models with Power BI and Microsoft Fabric
- Configure Azure Application Insights
- Capture and query conversation lifecycle telemetry
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AI Contact Center in Dynamics Training FAQs
This course is designed for implementation professionals, functional consultants, administrators, business analysts, and platform engineers responsible for designing, configuring, or deploying Dynamics 365 Contact Center solutions.
No. Microsoft lists this as an intermediate course. Learners should already understand basic contact center concepts and be ready to configure channels, users, security, routing, work distribution, and AI-assisted capabilities.
The course covers Copilot-assisted experiences, AI agents, intelligent routing, AI-assisted representative tools, proactive engagement, AI quality evaluation, voice agents, and AI-driven analytics.
Yes. Learners configure chat, WhatsApp, SMS, custom messaging channels, Teams Phone, voice workstreams, outbound calling, third-party IVR integration, and intelligent voice agents.
Yes. This course aligns with Exam AB-250: Transforming Contact Center Experiences with AI in Dynamics 365, which supports the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate certification.