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TrainingBusiness applications / Business ApplicationsAB-250

AB-250Microsoft · authorised trainingLeads to an exam

Transform contact center experiences with AI in Dynamics 365

This training covers configuring and operating an intelligent contact center in Dynamics 365, leveraging AI capabilities, Copilot, and integration with third-party channels and CCaaS solutions. Participants learn to implement queues, routing strategies, voice and digital channels, as well as supervisor and analytics tools. The course combines hands-on environment configuration with quality management and workforce performance elements.

Duration
3 days
Level
Intermediate
Provider
Microsoft
Topic
Business applications / Business Applications

Course outline

  • Introduction to implementing Dynamics 365 Contact Center
  • Configure Dynamics 365 Contact Center core capabilities
  • Configure queues in Dynamics 365 Contact Center
  • Configure routing in Dynamics 365 Contact Center
  • Configure chat and digital channels in Dynamics 365 Contact Center
  • Configure the voice channel in Dynamics 365 Contact Center
  • Configure advanced settings for channels in Dynamics 365 Contact Center
  • Design and deploy intelligent voice agents in Dynamics 365 Contact Center
  • Optimize staffing with workforce management in Dynamics 365 Contact Center
  • Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center
  • Accelerate service delivery with productivity tools in Dynamics 365 Contact Center
  • Configure knowledge management in Dynamics 365 Customer Service and Contact Center
  • Configure AI agents and Copilot in Dynamics 365 Contact Center
  • Manage contact center operations with supervisor tools in Dynamics 365 Contact Center
  • Reach customers first with proactive engagement in Dynamics 365 Contact Center
  • Unlock insights with analytics and reporting in Dynamics 365 Contact Center

Skills you will gain

  • Deploying and configuring Dynamics 365 Contact Center in embedded and standalone modes
  • Configuring queues, classification rules, and work routing strategies
  • Configuring chat, digital messaging, SMS, and voice channels with Teams Phone
  • Designing and deploying intelligent voice agents with multilingual support
  • Customizing the agent workspace using experience profiles and productivity tools
  • Configuring AI-assisted knowledge management
  • Configuring AI agents and Copilot features in the contact center
  • Using supervisor tools and analytics to monitor and optimize contact center operations

Who should attend

  • Implementation professionals responsible for designing, configuring, and deploying contact center solutions
  • Individuals seeking to deepen their skills at the intermediate level in contact center configuration
  • Learners familiar with basic contact center concepts who are ready to learn how to configure channels, users, security, work distribution, and routing

Prerequisites

  • Basic understanding of contact center concepts

Certification

Exam

AB-250 - Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate

This course prepares you for this exam.

Exam details

3200 PLN

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