AI Business Process
Service Transformation with AI
Intermediate
Dynamics 365 Contact CenterImplementing Dynamics 365 Contact Center
Dynamics 365 Contact Center is a Copilot-first, cloud-based product that brings intelligence, automation, and efficiency to every engagement channel in the customer relationship management (CRM) solution of your choice. This workshop will equip you with the knowledge to harness Dynamics 365 Contact Center’s intelligent automation and advanced capabilities, ensuring seamless customer experiences and operational efficiency.
16 hours(Suggested: 4 days, 4h/day)TechnicalProject ReadyHands-on Labs
MS Course ID: 00037
Last Updated: Apr 3, 2026
Course Syllabus
1
Module 01: Buy and set up Dynamics 365 Contact Center
• Overview of Dynamics 365 Contact Center
• System requirements for Dynamics 365 Contact Center
• Reference Architecture
• Copilot in Dynamics 365 Customer Service architecture
• Choose the right Contact Center plan for your business
• Install Dynamics 365 Contact Center and provision channels
• Responsible AI for Copilot in Customer Service
45 mins
Lecture
2
Module 02: Administer your Contact Center
• Use Copilot Service admin center
• Use the enhanced experience to manage users
• Create and manage Capacity profiles
• Manage personas and custom security roles
• Set up embedded experience for Dynamics 365 Contact Center
45 mins
Lecture
3
Hands on Labs
• Administer and configure Dynamics 365 Contact Center
45 mins
Lab
4
Module 03: Unified Routing and Assignment
• Overview of Unified Routing
• Introduction to Intent Based Routing
• Create and manage Workstreams and Queues
• Configure work classification
• Assignment methods in Unified Routing
• Configure routing to preferred representatives
• Configure Skill-based routing
• Configure the connector for Salesforce
60 mins
Lecture
5
Hands on labs
• Design intelligent routing with Workstreams, Queues, and Skills in Dynamics 365 Contact Center
45 mins
Lab
6
Module 04: Experience profiles for Dynamics 365 Contact Center
• Experience profiles
• Agent hub, Autonomous Service agents and Proactive engagement (preview)
• Manage Session templates and Productivity tools
• Workforce management
60 mins
Lecture
7
Hands on labs
• Personalize service representative experiences with Experience profiles, Session templates, and Smart Assist in Dynamics 365 Contact Center
• Configure Workforce Management and shift-based routing in Dynamics 365 Contact Center
60 mins
Lab
8
Module 05: Configure communication channels
• Email, Inbox, Timeline, Voice, Chat, Channels
• Copilot and AI Agents in Contact Center
60 mins
Lecture
9
Hands on labs
• Configure enhanced email experience and Inbox settings in Copilot Service admin center
• Configure a chat widget in Copilot Service admin center
60 mins
Lab
10
Module 6: Knowledge Management and Teams Collaboration
• Configure Knowledge Management
• Teams Collaboration
45 mins
Lecture
11
Hands on labs
• Set up and integrate Knowledge management with Copilot Agents
• Add a Knowledge article rich text edit or control to the Email form
• Build collaborative workflows using Microsoft Teams Chat and AI-based suggestions in Dynamics 365 Contact Center
120 mins
Lab
12
Module 7: Analytics Dashboards and Insights
• Use and customize analytics and insights
• Manage Omnichannel Real-time analytics dashboards
• Enable supervisor access to manage conversations
• Manage Omnichannel Historical analytics dashboards
• Configure service representative forecasting for conversations
45 mins
Lecture
13
Module 8: High Availability and Implementation of Best Practices
• Disaster Recovery, Security, &Compliance
• Building Copilot trust
• Contact Center strategy & best practices
30 mins
Lecture
14
Module 9: Use your Contact Center and drive adoption
• Use Copilot Service workspace
• Use Voice, Copilot and Autonomous service agents (preview)
• Unified Routing and Assignment
• Use Email and Messaging channels
• Use Agent productivity tools
• Use Knowledge Management and Teams collaboration
• Use Analytics dashboards and insights
120 mins
Lecture
15
Hands on labs
• Improve service representative productivity with Unified Routing, email enhancements, and Copilot
120 mins
Lab
What You'll Learn
Understand core concepts and best practices
Hands-on experience with real-world scenarios
Learn from certified Microsoft experts
Prepare for relevant certifications
Access to lab environments
Post-training support and resources
Course Details
- Duration
- 16 hours
- Level
- Intermediate
- Role
- Technical
- Course Type
- Project Ready
- Partner Segment
- Enterprise
- Course Stage
- Available
- Hands-on Labs
- Yes