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

Learn how to bring an intelligent contact center to life. This intermediate, three-day course teaches you to deploy, configure, and run Dynamics 365 Contact Center, connecting channels, data sources, and third-party CCaaS solutions while enabling Copilot and AI agent capabilities that lift both agent and customer experience. Along the way, you'll see how channels, users, and security settings work together to support engagement at scale — and leave with the confidence to configure a contact center solution that stands up to real-world demands.

Prerequisites

Required

  • A general understanding of contact center operations and customer service processes
  • Familiarity with Dynamics 365 fundamentals
  • Knowledge of users, roles, and security concepts
  • An understanding of omnichannel customer engagement principles

Recommended

  • Hands-on experience with Dynamics 365 Customer Service
  • Familiarity with contact center routing, queues, and workforce management
  • A basic grasp of AI, Copilot, and automation concepts
  • Experience implementing or supporting customer service solutions
  • Knowledge of voice and digital communication channels

Target audience

This course is built for implementation professionals responsible for designing, configuring, and deploying contact center solutions who want to sharpen their skills at an intermediate level — including functional consultants, Microsoft 365 administrators, customer success manager specialists, platform engineers, and business professionals. It suits learners who already grasp the basics of contact centers and are ready to configure channels, users, security, work distribution, routing, and AI-assisted capabilities in real deployments, building confidence to support agent productivity, customer engagement, and supervisor oversight across voice and digital channels.

Se alle kurs innen dette fagområdet

 

Learning objectives:

  • Configure and deploy Dynamics 365 Contact Center environments.
  • Connect voice, digital, and third-party CCaaS channels.
  • Set up users, security roles, queues, and work distribution strategies.
  • Enable Copilot and AI-powered agent experiences.
  • Equip customer service representatives with intelligent tools and automation.
  • Monitor contact center performance and fine-tune operations using AI-driven insights and analytics.

Course modules:

Introduction to Implementing Dynamics 365 Contact Center

  • Introduction
  • Explore the Core Capabilities of Dynamics 365 Contact Center
  • Explore Contact Center Architecture
  • Security, Governance, and Compliance
  • Discover the Prebuilt AI Agents and AI Maturity Model
  • Cost and Licensing

Configure Dynamics 365 Contact Center Core Capabilities

  • Introduction
  • Explore the Copilot Service Admin Center
  • Configure the Copilot Service Workspace
  • Embed the Contact Center Widget in Non-Microsoft CRM Systems
  • Set Up Copilot and Agents in Contact Center
  • Manage Users in Dynamics 365 Contact Center
  • Configure ALM for Contact Center Deployments

Configure Queues in Dynamics 365 Contact Center

  • Introduction
  • Create and Manage Queues for Unified Routing
  • Manage Queue Availability
  • Control Work Distribution Within a Queue

Configure Routing in Dynamics 365 Contact Center

  • Introduction
  • Configure Workstreams and Work Classification Rules
  • Configure the Engagement Agent
  • Configure Routing
  • Troubleshoot Routing Using Conversation Diagnostics

Configure Chat and Digital Channels in Dynamics 365 Contact Center

  • Introduction
  • Overview of Channels
  • Configure Digital Channels
  • Configure the Chat Channel
  • Configure Advanced Settings for the Chat Channel
  • Configure a Custom Channel

Configure the Voice Channel in Dynamics 365 Contact Center

  • Introduction
  • Set Up and Provision the Voice Channel
  • Set Up a Voice Workstream
  • Define Voice Queues
  • Make and Receive Calls
  • Integrate an IVR System with the Voice Channel
  • Analytics, Reports, and Call Insights

Configure Advanced Settings for Channels in Dynamics 365 Contact Center

  • Introduction
  • Manage Advanced Conversation Settings
  • Configure Advanced Message Settings
  • Configure the Timeline
  • Configure the Channel Integration Framework
  • Configure Feedback with Copilot Studio

Design and Deploy Intelligent Voice Agents in Dynamics 365 Contact Center

  • Introduction
  • Understand Voice Agent Architecture and Orchestration
  • Customize Voice Agents for Your Organization
  • Configure Multilingual Voice Agents
  • Security and Compliance for Voice Agents

Optimize Staffing with Workforce Management in Dynamics 365 Contact Center

  • Introduction
  • Explore Workforce Management Capabilities for Your Contact Center
  • Configure Forecasting
  • Configure Shift Management and Scheduling
  • Integrate Third-Party Workforce Management Solutions

Tailor the Agent Workspace with Experience Profiles in Dynamics 365 Contact Center

  • Introduction
  • Create and Configure Experience Profiles
  • Configure Templates for Sessions and Notifications
  • Configure the Inbox for Service Representatives

Accelerate Service Delivery with Productivity Tools in Dynamics 365 Contact Center

  • Introduction
  • Configure Scripts and Macros
  • Enable Custom Productivity Panels
  • Enable Teams Collaboration
  • Extend Productivity Tools

Configure Knowledge Management in Dynamics 365 Customer Service and Contact Center

  • Introduction
  • Describe the Knowledge Management Process and Configure Settings
  • Author and Publish Knowledge Articles
  • Configure the Customer Knowledge Management Agent
  • Manage Knowledge Article Versions, Categories, and Translations
  • Configure Internal Knowledge Search
  • Integrate and Search External Knowledge Sources

Configure AI Agents and Copilot in Dynamics 365 Contact Center

  • Introduction
  • Understand the AI Landscape in Dynamics 365 Contact Center
  • Configure the Customer Assist Agent
  • Configure the Quality Assurance Agent
  • Configure the Service Operations Agent
  • Configure Copilot to Assist Your Service Representatives
  • Extend Copilot with Plugins and Measure Its Impact

Manage Contact Center Operations with Supervisor Tools in Dynamics 365 Contact Center

  • Introduction
  • Enable Supervisor Controls for Live Conversations
  • Monitor Conversations and Take Action in Real Time
  • Grant Access to Analytics and Dashboards

Reach Customers First with Proactive Engagement in Dynamics 365 Contact Center

  • Introduction
  • Set Up Proactive Engagement
  • Configure Proactive Campaigns
  • Set Up the Proactive Engagement Dashboard

Unlock Insights with Analytics and Reporting in Dynamics 365 Contact Center

  • Introduction
  • Explore Built-In Analytics and Reporting Capabilities
  • Extend Analytics with Power BI Data Model Customization
  • Monitor Conversation Health with Azure Application Insights

 

This course supports preparation for the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate certification.

 

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

Hva koster kurset?
Prisen er 22 500 NOK for 3 dager. Kurset inkluderer digital kursdokumentasjon og hands-on labs. Lunsj og forfriskninger er inkludert ved klasseromskurs.

Hvor lenge varer kurset?
Kurset går over 3 dager. Kl. 09.00–16.00 alle dager.

Hvordan gjennomføres kurset?
Kurset gjennomføres med engelsk kursdokumentasjon og engelsktalende instruktør. Undervisningen kombinerer faglig gjennomgang, praktiske øvelser og arbeid med Dynamics 365 Contact Center, Copilot og AI-agenter.

Hvem passer kurset for?
Kurset passer for fagpersoner som skal designe, konfigurere, drifte eller implementere moderne kontaktløsninger med Dynamics 365 Contact Center.

  • Functional Consultants
  • Microsoft 365-administratorer
  • Customer Success Manager Specialists
  • Platform Engineers
  • Business Professionals
  • Fagpersoner som jobber med kundeservice, contact center og omnichannel-løsninger

Hvilke forkunnskaper kreves?
Du bør ha generell forståelse av contact center-drift og kundeserviceprosesser, kjennskap til Dynamics 365 fundamentals, forståelse av brukere, roller og sikkerhetskonsepter, samt grunnleggende kunnskap om omnichannel customer engagement.

Hvilke forkunnskaper anbefales?
Det er en fordel med praktisk erfaring fra Dynamics 365 Customer Service, kjennskap til routing, køer og workforce management, grunnleggende forståelse av AI, Copilot og automasjon, samt erfaring med kundeserviceimplementeringer og digitale kommunikasjonskanaler.

Hva lærer jeg i løpet av kurset?
Du lærer hvordan du konfigurerer og drifter intelligente contact center-løsninger med Dynamics 365. Etter kurset vil du kunne:

  • Konfigurere og deploye Dynamics 365 Contact Center-miljøer
  • Koble til voice, digitale kanaler og tredjeparts CCaaS-løsninger
  • Sette opp brukere, sikkerhetsroller, køer og work distribution
  • Aktivere Copilot og AI-drevne agentopplevelser
  • Støtte kundeservicemedarbeidere med intelligente verktøy og automasjon
  • Overvåke contact center-ytelse med AI-drevne innsikter og analyser

Er kurset praktisk rettet?
Ja. Kurset inneholder hands-on labs og praktiske scenarioer hvor deltakerne jobber med konfigurasjon av channels, routing, queues, Copilot, AI-agenter, supervisor tools, knowledge management og analytics.

Hvilke temaer dekkes i kurset?
Kurset dekker blant annet:

  • Dynamics 365 Contact Center-arkitektur
  • Security, governance og compliance
  • Copilot Service Admin Center og Copilot Service Workspace
  • Brukere, sikkerhet, køer og unified routing
  • Chat, digitale kanaler og voice channel
  • IVR, voice queues og call insights
  • AI agents, Copilot og prebuilt agents
  • Workforce management, forecasting og scheduling
  • Agent workspace, experience profiles og productivity tools
  • Knowledge management og eksterne knowledge sources
  • Supervisor tools, proactive engagement og analytics
  • Power BI og Azure Application Insights

Får jeg sertifisering etter kurset?
Kurset støtter forberedelse til sertifiseringen Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate.

Er eksamen inkludert?
Eksamen er ikke inkludert i kursprisen.

Hva gjør dette kurset nyttig?
Kurset gir praktisk kompetanse i hvordan Dynamics 365 Contact Center kan brukes til å skape mer intelligente, skalerbare og AI-støttede kundeopplevelser på tvers av voice, chat, digitale kanaler og tredjeparts CCaaS-løsninger.

Kan kurset leveres bedriftsinternt?
Ja. Kurset kan leveres både som åpent kurs og som bedriftsinternt kurs.

 

Dynamics 365 Customer Service & Contact Center

Dynamics 365 CRM & Customer Insights

Power Platform & AI-agenter

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