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AB-250T00: Transform contact center experiences with AI in Dynamics 365
Learn to configure and optimise AI-powered contact centres with Microsoft Dynamics 365. Explore omnichannel engagement, intelligent routing, AI agents, Copilot and analytics to improve agent productivity and customer experiences.
Available in Instructor-Led or Virtual formats.
Duration
3 Days
Modules
16 Modules
Course type
Microsoft
Course Overview
The certification course prepares professionals to design, deploy, and optimize AI-powered contact centers using Microsoft Dynamics 365 Contact Center. Learners develop skills in configuring omnichannel channels, intelligent routing, queues, workforce management, AI agents, Copilot, knowledge management, and analytics. The program covers customer service operations through practical configuration of chat, voice, digital channels, supervisor tools, proactive engagement, and reporting capabilities. It enables data-driven decisions and scalable service experiences by enhancing agent productivity and optimizing modern enterprise contact center performance worldwide today.
Before You Begin
- Customer Service Fundamentals
- AI and Digital Channel Basics
- Dynamics 365 and Platform Awareness
Key outcomes
- Learn to configure environments, security, integrations, and core capabilities for AI-powered contact center operations.
- Learn to set up chat, voice, messaging, and digital channels for seamless omnichannel customer interactions.
- Learn to manage queues, intelligent routing, staffing, forecasting, and scheduling to improve service efficiency.
- Learn to deploy AI agents, use Copilot features, and enhance agent productivity through automation.
- Learn to use supervisor tools, reporting, analytics, and proactive engagement strategies for continuous improvement.
Tools you’ll use
Microsoft Dynamics 365 Contact Center
Microsoft Dynamics 365 Customer Service
Microsoft Copilot
AI Agents and Intelligent Voice Agents
Workforce Management tools
Knowledge Management tools
Analytics and Reporting tools
Supervisor and Agent Workspace tools
Skills you’ll gain
- Configure AI-powered Dynamics 365 Contact Centers
- Manage omnichannel channels and intelligent routing
- Implement AI agents, Copilot, and knowledge management
- Optimize workforce management and agent productivity
- Use analytics, reporting, and supervisor tools for improvements
What You’ll Learn
16 modules
1Module 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
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
2Module 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
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
3Module 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
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
4Module 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
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
5Module 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
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
6Module 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
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
7Module 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
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
8Module 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
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
9Module 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
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
10Module 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
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
11Module 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
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
12Module 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
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
13Module 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
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
14Module 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
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
15Module 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
15.2 Set up proactive engagement
15.3 Configure proactive campaigns
15.4 Set up the proactive engagement dashboard
15.5 Summary
16Module 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
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
Certification & Credentials
Certificate track
3 Days
High-Quality Video Lessons
Digital courseware, e-books & audio access
Recorded sessions, accessible on tablet & phone
AI mentor support & module quizzes
Learning Resources
Videos & Engaging Visual Content
Podcasts & Audiobooks
Expert discussions and audio episodes covering key topics
E-Books
Downloadable guides
Module-Wise Quizzes
Interactive quizzes after each module to reinforce learning.
Additional Resources
Study materials, exam prep guides, sandbox labs, and community tutorials.
Frequently asked questions
What is AB-250 course about?
This course teaches professionals how to design, configure, and optimize AI-powered contact centers using Microsoft Dynamics 365 Contact Center.
Who should take this course?
It is suitable for professionals with knowledge of customer service operations, AI-driven channels, and Microsoft Dynamics 365 or Power Platform concepts.
What skills will I gain after completing this course?
You will learn to configure channels, routing, AI agents, Copilot, workforce management, analytics, and tools for improving contact center performance.
Do I need prior experience with Dynamics 365?
Basic familiarity with Microsoft Dynamics 365 Customer Service and Power Platform concepts is recommended before starting the course.
What topics are covered in the training?
The course covers contact center setup, omnichannel configuration, intelligent routing, AI agents, knowledge management, supervisor tools, analytics, and proactive engagement.
| Duration | 3 Days |
|---|---|
| Modules | 16 Modules |
| Course type | Microsoft |
| Category | Microsoft |
| Prerequisites | Customer Service Fundamentals, AI and Digital Channel Basics, Dynamics 365 and Platform Awareness |
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