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Introduction to Navigating the Modern Contact Center (AB-7011)
Course 8773
1 DAY COURSE

Course Outline

This course introduces Microsoft Dynamics 365 Contact Center, focusing on its core features and user experiences. Participants will gain an understanding of the platform’s work allocation capabilities, learn how conversations are efficiently routed, and explore the day-to-day workflows of both Contact Center representatives and supervisors. By the end of the course, learners will be equipped with the knowledge to navigate and manage the Dynamics 365 Contact Center environment effectively.

Introduction to Navigating the Modern Contact Center (AB-7011) Benefits

  • Course Benefits

    • Learn how to design and manage modern AI-powered contact center experiences using Dynamics 365 Contact Center.
    • Gain hands-on knowledge for deploying voice channels, intelligent routing, and multilingual IVR solutions.
    • Discover how Microsoft Copilot Studio can enhance self-service and customer interactions through voice-enabled AI agents.
    • Understand how to improve customer service operations with analytics, reporting, and real-time insights.
    • Learn how to make real-time updates to IVR experiences without rebuilding or republishing agents.

    Prerequisites

    • Basic knowledge of Microsoft Copilot Studio
    • Basic knowledge of Dynamics 365 Contact Center

Modern Contact Center Training Outline

Learning Objectives

Get Started with Dynamics 365 Contact Center

  • Introduction to Dynamics 365 Contact Center
  • Administering and configuring the platform
  • AI-powered self-service experiences
  • Integration with non-Microsoft services
  • Customer service representative experience
  • Connectors and integrations
  • Communication channels in Dynamics 365 Contact Center
  • Unified routing and intelligent work distribution
  • Contact center management and operations

Deploy a Voice Channel in Dynamics 365 Customer Service

  • Set up and provision the Voice channel
  • Define and manage voice queues
  • Configure voice workstreams
  • Call routing and distribution
  • Making and receiving customer calls
  • Historical analytics, reporting, and call insights

Set Up a Microsoft Copilot Studio Agent for Voice

  • Configure Copilot Studio agents for voice scenarios
  • Deploy required extensions
  • Set up handoff to customer service applications
  • Enable voice capabilities for Copilot agents
  • Test and validate voice interactions

Use Multilingual Voice Agents with IVR

  • Configure multilingual voice agents in Dynamics 365 Contact Center
  • Set up language switching during calls
  • Configure language selection by dialed number
  • Escalate customers to agents based on language
  • Best practices and important configuration guidance

Design a Copilot Studio Voice Agent Rule Manager

  • Create dynamic IVR welcome messages with Power Apps
  • Build a user-friendly interface for business administrators
  • Develop and configure Copilot voice agents
  • Test and validate IVR experiences
  • Make real-time IVR updates without republishing agents
  • Dynamically update messaging and routing experiences
Course Dates
Attendance Method
Note about the Certification Exam

When you register for the course, you will be prompted to choose Y/N to take the exam. Please select yes, as all HHS CISO employees are required to attempt the exam if one is offered for the course. Please be advised, if your course if funded by DIR, the Certification Organization has agreed to provide DIR the pass/fail status of your exam. DIR will only share this information in an aggregated report to state leadership that reflects total exam pass or fails. No individual names of any students will be included in any reports.

DIR requires that you submit the request for your exam voucher within one month of the last day of your course. DIR requires that you take your exam within six months of the last day of your course.

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