Introduction to navigating the modern Contact Center

Übersicht

Discover how Dynamics 365 Contact Center delivers AI-driven, omnichannel customer service with Copilot, self-service, and workforce optimization.After completing this module, you will be able to:

Understand the core capabilities of Dynamics 365 Contact Center. Explore omnichannel engagement, including voice and digital channels.

Leverage AI-powered self-service and Copilot-assisted tools. Optimize workforce engagement and operational efficiency.

Integrate Dynamics 365 Contact Center with existing CRM systems. Learn how Dynamics 365 Contact Center organizes, processes, and assigns work using queues, workstreams, and AI-driven routing for efficient service.After completing this module, you will be able to:

Explain how queues organize and hold incoming work.

Describe how workstreams define work types and rules. Understand how unified routing assigns work using AI-driven logic.

Identify how these capabilities improve workload balance and service delivery. Explore how Dynamics 365 Contact Center equips representatives with AI-assisted tools, unified workspaces, and collaboration features for efficient service.After completing this module, you will be able to:

Understand the role of the Customer Service admin center in configuring representative experiences.

Explore the Copilot Service workspace for managing customer interactions. Describe experience profiles and productivity tools tailored to service roles.

Learn how Microsoft Teams integrates with Dynamics 365 Contact Center for collaboration and escalation. Learn how Dynamics 365 Contact Center empowers supervisors with real-time monitoring, analytics, and forecasting to optimize operations and service quality.After completing this module, you will be able to:

Explain the role of real-time analytics in monitoring contact center operations.

Describe how historical analytics identify trends and improve performance. Understand how forecast reports support resource planning.

Analyze the impact of knowledge analytics on service outcomes.

Lehrplan

• Explore Dynamics 365 Contact CenterIntroductionCompare embedded and standalone contact center modesExplore contact center channels in Dynamics 365Enable chat communication in Dynamics 365 Contact CenterExplore the voice channel in Dynamics 365 Contact CenterExplore Azure Communication Services in Dynamics 365 Contact CenterUse agents and Copilot in Dynamics 365 Contact CenterManage knowledge in Dynamics 365 Contact CenterEnable self-service in Dynamics 365 Contact CenterOptimize workforce engagement in Dynamics 365Module assessmentSummary
• Describe work allocation capabilitiesIntroductionOrganize and manage work using queues in Dynamics 365 Contact CenterDefine workstreams in Dynamics 365 Contact CenterDescribe routing capabilities in Dynamics 365 Contact CenterModule assessmentSummary
• Describe Dynamics 365 Contact Center representative experienceIntroductionConfigure the representative experience in the Customer Service admin centerManage customer interactions in the Copilot Service workspaceDescribe experience profiles and productivity tools in Dynamics 365 Contact CenterCollaborate effectively using Microsoft Teams in Dynamics 365 Contact CenterModule assessmentSummary
• Describe Dynamics 365 Contact Center supervisor experienceIntroductionMonitor real-time analytics in Dynamics 365 Contact CenterAnalyze historical analytics in Dynamics 365 Contact CenterAnalyze forecast reports in Dynamics 365 Contact CenterAnalyze knowledge analytics in Dynamics 365 Contact CenterModule assessmentSummary

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Fachgebiete

Artificial Intelligence