AB-7011 : Introduction to navigating the modern Contact Center

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.

Learning Path 1: Explore Dynamics 365 Contact Center

• Understand Contact Center channels

• Using Agents and Copilot in Contact Center

• Workforce Engagement Management (WEM) capabilities

Learning Path 2: Describe work allocation capabilities

• Workstreams in Contact Center

• Queues in Contact Center

• Routing capabilities in Contact Center

• Users and security roles in Contact Center

Learning Path 3: Describe the Dynamics 365 Contact Center representative experience

• Customer Service admin center in Contact Center

• Copilot Service workspace in Contact Center

• Describe experience profiles and productivity tools

• How Microsoft Teams works with Contact Center

Learning Path 4: Describe the Dynamics 365 Contact Center supervisor experience

• Real‑time analytics and monitoring in Contact Center

• Historical analytics in Contact Center

• Forecast reports in Contact Center

• Knowledge analytics in Contact Center