- Course overview
- Course details
- Prerequisites
Course overview
About this course
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.
Audience profile
This course is intended for you if you’re seeking to start your journey using Contact Center as a Service (CCaaS). You aim to grasp how Contact Center as a Service (CCaaS) can benefit your organization by recognizing the importance of modern contact centers, integrating with both first- and third-party CRM systems, and efficiently assisting and resolving support-related challenges.
Course details
Module 1: Get started with Dynamics 365 Contact Center
Module 2: Deploy a Voice channel in Dynamics 365 Customer Service
Module 3: Set up a Microsoft Copilot Studio agent for voice
Module 4: Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center
Module 5: Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR
Prerequisites
- Basic knowledge of Microsoft Copilot Studio
- Basic knowledge of Dynamics 365 Contact Center
Enquiry
Course : AB-7011: Introduction to navigating the modern Contact Center
Enquiry
request for : AB-7011: Introduction to navigating the modern Contact Center
