Dynamics 365 Contact CenterImplementing Dynamics 365 Contact CenterIn Build
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.
MS Course ID: 00037
Last Updated: Jun 15, 2026
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Target Audience
Customer service managers, Contact center administrators, Solution architects, Customer experience (CX) specialists
Pre-requisites
Basic knowledge of Dynamics 365 Customer Service
Suggested Applied Skills
APL-6000: Enhance agents with autonomous capabilitiesRelated Certifications
Course Syllabus
Modules
Module 1 - Dynamics 365 Contact Center: Deployment and administration
Module 2 - Unified Routing and Assignment
Hands-on labs
Modules
Module 3 - Create targeted app experiences with Experience profiles
Module 4 - Workforce Management in Dynamics 365 Contact Center
Hands-on labs
Modules
Module 5 - Engagement channels in Dynamics 365 Contact Center
Module 6 - Knowledge Management and Teams collaboration
Hands-on labs
Modules
Module 7 - AI Agents and Copilot in Dynamics 365 Contact Center
Module 8 - Analytics Dashboards and Insights
Hands-on labs
What You'll Learn
Course Details
- Duration
- 16 hours
- Level
- Intermediate
- Role
- Technical
- Readiness Stage
- Project Ready
- Audience Segment
- Enterprise
- FY27 Key Workload (Core)
- D365 + Power Platform + Copilot Studio
- Course Stage
- In Build
- Available on
- Oct 31, 2026
- Hands-on Labs
- Yes
- Labs Platform
- Skillable