Introduction to Navigating the Modern Contact Center (AB-7011)
Course Duration
1 Day
Audience
Employees of federal, state and local governments; and businesses working with the government.
Prerequisites
No specific prerequisites. Familiarity with Microsoft Dynamics 365 or contact center concepts is helpful.
Course Description
This course introduces Microsoft Dynamics 365 Contact Center, focusing on its core features and user experiences. Participants 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 to navigate and manage the Dynamics 365 Contact Center environment effectively.
Learning Objectives
- Understand the core features and capabilities of Microsoft Dynamics 365 Contact Center
- Configure work allocation and unified routing for efficient conversation handling
- Deploy and manage the Voice channel in Dynamics 365 Customer Service
- Set up a Microsoft Copilot Studio agent for voice interactions
- Configure multilingual voice agents and IVR for the contact center
- Navigate the day-to-day workflows of Contact Center representatives and supervisors
Course Outline
Module 1: Get Started with Dynamics 365 Contact Center
- Overview of Dynamics 365 Contact Center
- Administer Dynamics 365 Contact Center
- Next generation self-service
- Integration with non-Microsoft services
- Service representative experience
- Connectors and channels
- Unified routing in Dynamics 365 Contact Center
- Contact center management
Module 2: Deploy a Voice Channel in Dynamics 365 Customer Service
- Set up and provision the Voice channel
- Define voice queues and set up a voice workstream
- Call routing
- Make and receive calls
- Historical analytics, reports, and call insights
Module 3: Set Up a Microsoft Copilot Studio Agent for Voice
- Deploy the necessary extensions
- Set up the handoff to your customer service application
- Set up for voice
Module 4: Use Multilingual Voice Agents with IVR
- Prerequisites and setup for multilingual voice agents
- Configure for mid-call language switch use case
- Configure for language by dialed number use case
- Escalation to agent based on language
Module 5: Design a Copilot Studio Voice Agent Rule Manager
- Create a dynamic welcome message in Power Apps
- Create a user-friendly UI for business administrators
- Create your Copilot agent
- Update the welcome message dynamically
Frequently Asked Questions
What does the Introduction to Navigating the Modern Contact Center (AB-7011) course cover?
This course covers Microsoft Dynamics 365 Contact Center — its core features, voice channel deployment, unified routing, Copilot Studio agent integration, and multilingual IVR configuration. IT Dojo delivers it as live instructor-led training.
How long is IT Dojo's AB-7011 training?
AB-7011 is a 1-day course. It is available as live remote online instruction or on-site at your facility.
Who should attend this course?
CCaaS professionals, contact center administrators, and customer service managers who want to understand and use Microsoft Dynamics 365 Contact Center capabilities.
Does IT Dojo offer this training on-site at government or DoD facilities?
Yes. IT Dojo delivers AB-7011 on-site at government agencies, DoD commands, military installations, and contractor facilities. Contact IT Dojo to schedule.
How do I register for this course?
IT Dojo training is employer-sponsored — your organization registers and pays for seats. Contact IT Dojo via the Request Training form or call 757-216-3656.