Reviews 4,2
Reviews 4,5
AB-250 Transform contact center experiences with AI in Dynamics 365
Intelligent technologies are reshaping how organizations connect with their customers. Dynamics 365 Contact Center brings together AI, automation, and real-time analytics into a unified service platform.
Key topics
- Designing and optimizing intelligent contact center environments
- Applying AI capabilities within Microsoft Dynamics 365
- Automating service workflows with Copilot
- Using data-driven insights to improve customer interactions
- Putting modern customer service technologies into practice
Prerequisite
Prior experience with Dynamics 365, cloud services, or customer service platforms is helpful but not required.
Target group
IT professionals, service managers, customer experience specialists, and digital project leads who want to apply AI effectively to modern customer processes.
Solid knowledge of AI-driven contact center solutions enables teams to build efficient, scalable, and customer-focused service operations that adapt as demands grow.
Course Content
Getting Started with Dynamics 365 Contact Center
- Core capabilities and overview of Dynamics 365 Contact Center
- Architecture concepts and system design
- Security, governance, and compliance requirements
- Preconfigured AI agents and the AI maturity model
- Licensing models and cost structure
Setting Up Core Features in Dynamics 365 Contact Center
- Navigating and using the Copilot Service Management Center
- Configuring and customizing the Copilot Service workspace
- Embedding the Contact Center widget into external CRM systems
- Activating Copilot and AI agents in Contact Center
- User management in Dynamics 365 Contact Center
- Managing ALM for Contact Center deployments
Queue Management in Dynamics 365 Contact Center
- Creating and maintaining queues for unified routing
- Coordinating queue availability and capacity
- Defining task distribution within queues
Routing Rules and Workflows in Contact Center
- Setting up workflows and work classification rules
- Configuring and controlling the engagement agent
- Defining and adjusting routing logic
- Troubleshooting routing issues with conversation diagnostics
Setting Up Chat and Digital Communication Channels
- Overview and comparison of available channels
- Configuring and managing digital channels
- Setting up and operating the chat channel
- Defining advanced settings for the chat channel
- Adding and customizing additional channels
Building and Configuring the Voice Channel
- Deploying and commissioning the voice channel
- Creating and structuring voice workstreams
- Defining and managing voice queues
- Handling inbound and outbound calls
- Integrating an IVR system into the voice channel
- Reviewing call analytics, reports, and insights
Advanced Channel and Communication Settings
- Configuring and managing advanced conversation parameters
- Adjusting message settings with precision
- Setting up the timeline and activity history
- Configuring the Channel Integration Framework
- Capturing customer feedback with Copilot Studio
Designing and Operating Intelligent Voice Agents
- Understanding the architecture and orchestration of voice agents
- Adapting voice agents to specific business requirements
- Configuring and managing multilingual agents
- Implementing security and compliance requirements for voice agents
Workforce Management for Efficient Scheduling
- Exploring and using workforce management features in the contact center
- Creating and managing demand forecasts
- Configuring shift management and scheduling
- Integrating third-party workforce management solutions
Tailoring the Agent Workspace with Experience Profiles
- Creating, customizing, and assigning experience profiles
- Configuring session and notification templates
- Setting up a personalized inbox for service agents
Productivity Tools for Faster Service Delivery
- Setting up and managing scripts and macros
- Activating and customizing productivity panels
- Enabling team collaboration via Microsoft Teams integration
- Extending productivity tools to fit team workflows
Building and Maintaining Knowledge Management
- Understanding knowledge management processes and configuring settings
- Creating, reviewing, and publishing knowledge articles
- Activating the Customer Knowledge Management Agent
- Managing article versions, categories, and translations
- Setting up and optimizing internal knowledge search
- Integrating and making external knowledge sources searchable
Deploying AI Agents and Copilot in Contact Center
- Getting to know the AI landscape and available agents in Dynamics 365
- Setting up and optimizing the Customer Assist Agent
- Configuring the Quality Assurance Agent for quality reviews
- Activating and managing the Service Operations Agent
- Adapting Copilot to support service agents effectively
- Extending Copilot with plugins and measuring its impact
Supervisor Tools for Optimal Conversation Management
- Activating supervisor features for live conversations
- Monitoring conversations and taking real-time action
- Granting access to analytics dashboards and reports
Building and Managing Proactive Customer Outreach
- Activating and configuring proactive outreach campaigns
- Defining campaign parameters and target audiences
- Setting up dashboards for proactive customer outreach
Analytics and Reporting for Data-Driven Decisions
- Exploring built-in analytics and reporting capabilities
- Extending analytics through Power BI data model customization
- Monitoring conversation status with Azure Application Insights
Up to 100% funding for your continuing education
Attractive funding opportunities are available for numerous continuing education programs – depending on the funding program, up to 100% funding is possible.
The requirement is that you live or work in Germany. Our funding opportunities are not available outside of Germany.
Funding opportunities are available for career starters, job seekers, career changers, startups, experienced professionals, those seeking career advancement, and specialists.
What will participants learn in AB-250?
- AB-250 delivers hands-on expertise for applying AI capabilities in Dynamics 365 Contact Center – from automation and intelligent agents to optimized customer service workflows.
How does AI add value in modern contact centers?
- AI-powered solutions accelerate service workflows, enable personalized customer interactions, and reduce the manual workload for service teams by automating routine tasks.
What technologies are at the core of this training?
- The training covers Dynamics 365 Contact Center, Copilot features, AI-powered automation, and powerful analytics and reporting tools.
Who benefits most from AB-250?
- Professionals in customer service, IT, consulting, and process management who want to modernize contact center solutions and advance digital service experiences.
What impact does AI have on digital customer support?
- AI enables automated first responses, intelligent conversation analysis, and real-time recommendations – helping service teams respond faster and more precisely.
What prior knowledge helps when starting the training?
- Hands-on experience with Dynamics 365, customer service workflows, or cloud-based business applications is an advantage – though not a strict requirement to get started.
What makes Dynamics 365 Contact Center strategically valuable?
- The platform combines AI, automation, and real-time data into an integrated solution that simultaneously improves service quality, response times, and agent productivity.
What concrete skills do participants develop?
- The course covers configuration, administration, and optimization of AI-powered contact center features – using real-world scenarios with Microsoft Dynamics 365 technologies.
