{"product_id":"transform-contact-center-experiences-with-ai-in-dynamics-365-ab-250","title":"Transform Contact Center Experiences with AI in Dynamics 365 (AB-250)","description":"\u003cdiv\u003e\u003cp\u003eThis 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.\u003c\/p\u003e\u003c\/div\u003e\u003cdiv\u003e\n\u003ch3\u003eTransform Contact Center Experiences with AI in Dynamics 365 (AB-250) Benefits\u003c\/h3\u003e\n\u003cul\u003e\u003cli\u003e\n\u003cp\u003e\u003cb\u003eCourse Benefits\u003c\/b\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eBuilds practical skills for configuring AI-powered contact center solutions\u003c\/li\u003e\n\u003cli\u003eHelps teams deploy and manage Dynamics 365 Contact Center environments\u003c\/li\u003e\n\u003cli\u003eSupports implementation of voice, chat, digital messaging, and custom channels\u003c\/li\u003e\n\u003cli\u003eCovers Copilot, AI agents, intelligent routing, queues, and representative productivity tools\u003c\/li\u003e\n\u003cli\u003eHelps organizations improve customer engagement, representative productivity, and supervisor visibility\u003c\/li\u003e\n\u003cli\u003ePrepares learners for the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate certification\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003e \u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003ePrerequisites\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003eLearners 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.\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eExam Information\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003e\u003ca href=\"https:\/\/learn.microsoft.com\/en-us\/credentials\/certifications\/d365-contact-center-ai-engineer-associate\/?practice-assessment-type=certification\"\u003eMicrosoft Certified: Dynamics 365 Contact Center AI Engineer Associate\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\u003ch3\u003eAI Contact Center in Dynamics Training Outline\u003c\/h3\u003e\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eLearning Objectives\u003c\/h4\u003e\n\u003cp\u003e\u003cb\u003eModule 1 - Implementing an AI-Powered Contact Center\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003eIn 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.\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eLessons\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eIntroduction to implementing Dynamics 365 Contact Center\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eExplore Dynamics 365 Contact Center capabilities\u003c\/li\u003e\n\u003cli\u003eUnderstand AI-first contact center architecture\u003c\/li\u003e\n\u003cli\u003eCompare deployment models\u003c\/li\u003e\n\u003cli\u003eEvaluate cost and compliance considerations\u003c\/li\u003e\n\u003cli\u003eBuild the case for a modern contact center implementation\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eConfigure Dynamics 365 Contact Center core capabilities\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eNavigate the Copilot Service admin center\u003c\/li\u003e\n\u003cli\u003eConfigure the representative workspace\u003c\/li\u003e\n\u003cli\u003eConnect CRM systems\u003c\/li\u003e\n\u003cli\u003eDeploy autonomous AI agents through a controlled rollout\u003c\/li\u003e\n\u003cli\u003eConfigure users, roles, and capacity\u003c\/li\u003e\n\u003cli\u003eManage configurations across environments using ALM\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eConfigure queues in Dynamics 365 Contact Center\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eDesign queue strategies\u003c\/li\u003e\n\u003cli\u003eConfigure queue types\u003c\/li\u003e\n\u003cli\u003eCreate classification rules\u003c\/li\u003e\n\u003cli\u003eConfigure overflow handling\u003c\/li\u003e\n\u003cli\u003eConfigure assignment methods\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eConfigure routing in Dynamics 365 Contact Center\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eConfigure workstreams as channel entry points\u003c\/li\u003e\n\u003cli\u003eAuthor classification rules\u003c\/li\u003e\n\u003cli\u003eConfigure skill-based routing\u003c\/li\u003e\n\u003cli\u003eConfigure intent-based routing\u003c\/li\u003e\n\u003cli\u003eConfigure preferred representative routing\u003c\/li\u003e\n\u003cli\u003eConfigure routing for records\u003c\/li\u003e\n\u003cli\u003eUse Azure Application Insights to trace and diagnose routing decisions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eModule 2 - Configuring Voice, Chat, and Digital Channels\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003eIn 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.\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eLessons\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eConfigure chat and digital channels in Dynamics 365 Contact Center\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eConfigure WhatsApp and SMS channels\u003c\/li\u003e\n\u003cli\u003eBuild and customize live chat widgets\u003c\/li\u003e\n\u003cli\u003eConfigure pre-chat surveys\u003c\/li\u003e\n\u003cli\u003ePass custom context into conversations\u003c\/li\u003e\n\u003cli\u003eExtend chat with the Live Chat SDK and mobile SDKs\u003c\/li\u003e\n\u003cli\u003eCreate custom channels using the Messaging API\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eConfigure the voice channel in Dynamics 365 Contact Center\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eConnect Teams Phone to Dynamics 365 Contact Center\u003c\/li\u003e\n\u003cli\u003eConfigure voice workstreams and queues\u003c\/li\u003e\n\u003cli\u003eSet up inbound and outbound calling profiles\u003c\/li\u003e\n\u003cli\u003eIntegrate an external IVR system\u003c\/li\u003e\n\u003cli\u003eUse analytics and conversation intelligence to improve coaching\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eConfigure advanced settings for channels in Dynamics 365 Contact Center\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eManage conversation lifecycle settings\u003c\/li\u003e\n\u003cli\u003eConfigure message templates and outbound messaging\u003c\/li\u003e\n\u003cli\u003eConfigure the timeline\u003c\/li\u003e\n\u003cli\u003eExtend Dynamics 365 with third-party telephony using Channel Integration Framework\u003c\/li\u003e\n\u003cli\u003eConfigure feedback with Copilot Studio\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eDesign and deploy intelligent voice agents in Dynamics 365 Contact Center\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eChoose the right voice agent orchestration model\u003c\/li\u003e\n\u003cli\u003eCustomize agent behavior with variables and SIP headers\u003c\/li\u003e\n\u003cli\u003eSupport multilingual voice experiences\u003c\/li\u003e\n\u003cli\u003eConfigure legally compliant call recording\u003c\/li\u003e\n\u003cli\u003eEnable handoff from voice agents to representatives with context\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003e \u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eModule 3 - Empowering Customer Service Representatives\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003eIn 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.\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eLessons\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eOptimize staffing with workforce management in Dynamics 365 Contact Center\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eForecast contact center demand\u003c\/li\u003e\n\u003cli\u003eBuild data-driven schedules\u003c\/li\u003e\n\u003cli\u003eMonitor adherence in real time\u003c\/li\u003e\n\u003cli\u003eAlign staffing to expected service volume\u003c\/li\u003e\n\u003cli\u003eBalance representative availability and service needs\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eTailor the representative workspace with experience profiles\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eCustomize the Copilot Service workspace\u003c\/li\u003e\n\u003cli\u003eConfigure productivity pane tools\u003c\/li\u003e\n\u003cli\u003eConfigure Copilot AI features\u003c\/li\u003e\n\u003cli\u003eSet up application tab templates\u003c\/li\u003e\n\u003cli\u003eConfigure session templates and notification templates\u003c\/li\u003e\n\u003cli\u003eCustomize the inbox for different representative roles\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eAccelerate service delivery with productivity tools\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eConfigure scripts to guide representatives\u003c\/li\u003e\n\u003cli\u003eBuild macros to automate repetitive tasks\u003c\/li\u003e\n\u003cli\u003eAdd custom Power Apps tools to the productivity pane\u003c\/li\u003e\n\u003cli\u003eEnable embedded Microsoft Teams collaboration\u003c\/li\u003e\n\u003cli\u003eExtend the workspace using JavaScript APIs\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eConfigure knowledge management in Dynamics 365 Customer Service and Contact Center\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eSet up knowledge authoring\u003c\/li\u003e\n\u003cli\u003eConfigure internal knowledge search\u003c\/li\u003e\n\u003cli\u003eExtend knowledge with external content sources\u003c\/li\u003e\n\u003cli\u003eHelp representatives resolve issues faster with consistent answers\u003c\/li\u003e\n\u003cli\u003eIntegrate knowledge into representative workflows\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eConfigure AI agents and Copilot in Dynamics 365 Contact Center\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eConfigure Customer Assist, Quality Assurance, and Service Operations agents\u003c\/li\u003e\n\u003cli\u003eEnable Copilot features for representatives\u003c\/li\u003e\n\u003cli\u003eConnect knowledge sources\u003c\/li\u003e\n\u003cli\u003eAdd filters and plugins\u003c\/li\u003e\n\u003cli\u003eUse analytics to improve AI-assisted service delivery\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eModule 4 - Monitoring and Optimizing Contact Center Performance\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003eIn 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.\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eLessons\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eManage contact center operations with supervisor tools\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eConfigure supervisor permissions\u003c\/li\u003e\n\u003cli\u003eEnable real-time monitoring\u003c\/li\u003e\n\u003cli\u003eIntervene in live conversations when needed\u003c\/li\u003e\n\u003cli\u003eReview quality using AI evaluation\u003c\/li\u003e\n\u003cli\u003eProvide supervisors with analytics for smarter decisions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eReach customers first with proactive engagement\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eConfigure outbound voice calls and SMS messages\u003c\/li\u003e\n\u003cli\u003eSet up outbound workstreams\u003c\/li\u003e\n\u003cli\u003eChoose AI-led or representative-led engagement\u003c\/li\u003e\n\u003cli\u003eConfigure proactive campaign audiences, routing, outcomes, reattempts, and frequency limits\u003c\/li\u003e\n\u003cli\u003eMonitor campaign performance using proactive engagement dashboards\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eUnlock insights with analytics and reporting\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eUse out-of-the-box historical and real-time dashboards\u003c\/li\u003e\n\u003cli\u003ePersonalize reports with filters and bookmarks\u003c\/li\u003e\n\u003cli\u003eExtend data models with Power BI and Microsoft Fabric\u003c\/li\u003e\n\u003cli\u003eConfigure Azure Application Insights\u003c\/li\u003e\n\u003cli\u003eCapture and query conversation lifecycle telemetry\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e","brand":"Microsoft","offers":[{"title":"26AD12US \/ 2026-10-14T09:00:00 \/ Herndon, VA","offer_id":42918731841616,"sku":"US-8782-IL","price":2785.0,"currency_code":"USD","in_stock":true},{"title":"271A80CN \/ 2027-01-13T09:00:00 \/ Ottawa","offer_id":42918731874384,"sku":"US-8782-IL","price":2785.0,"currency_code":"USD","in_stock":true},{"title":"274C56US \/ 2027-04-14T09:00:00 \/ Herndon, VA","offer_id":42918731907152,"sku":"US-8782-IL","price":2785.0,"currency_code":"USD","in_stock":true},{"title":"277A02CN \/ 2027-07-14T09:00:00 \/ Ottawa","offer_id":42918731939920,"sku":"US-8782-IL","price":2785.0,"currency_code":"USD","in_stock":true}],"url":"https:\/\/kpit-store.instructionforest.com\/products\/transform-contact-center-experiences-with-ai-in-dynamics-365-ab-250","provider":"Learning Tree International","version":"1.0","type":"link"}