Introduction to implementing Dynamics 365 Contact Center

Get ready to implement Dynamics 365 Contact Center with confidence. Discover what makes this platform AI-first, how its composable architecture replaces fragmented point solutions, and how to match the right deployment model to any customer environment. Walk away knowing how to evaluate cost, navigate compliance, and make the case for a modern contact center.

• Explore the core capabilities of Dynamics 365 Contact Center
• Explore contact center architecture
• Security, governance, and compliance
• Discover the prebuilt AI agents and AI maturity model
• Cost and licensing

Configure Dynamics 365 Contact Center core capabilities

A contact center only delivers value when it's properly configured. In this module, you move from a provisioned platform to a fully operational contact center. You learn how to navigate the Copilot Service admin center with confidence, shape the agent workspace to maximize productivity, connect your existing CRM so agents have everything they need in one place, deploy autonomous AI agents through a controlled rollout, configure users with the right roles and capacity, and manage configurations across environments using ALM best practices.

• Explore the Copilot Service admin center
• Configure the Copilot Service workspace
• Embed the Contact Center widget in non-Microsoft CRM systems
• Set up Copilot and agents in Contact Center
• Manage users in Dynamics 365 Contact Center
• Configure ALM for Contact Center deployments

Configure queues in Dynamics 365 Contact Center

Design a queue strategy that gets every customer to the right customer service representative fast. Configure queue types, classification rules, overflow handling, and assignment methods to eliminate routing bottlenecks and keep your contact center running at peak efficiency.

• Create and manage queues for unified routing
• Manage queue availability
• Control work distribution within a queue

Configure routing in Dynamics 365 Contact Center

Every misrouted call, every customer who repeats their issue to a third customer service representative, every billing question that lands with a technical specialist: these are routing failures. In this module, you build the pipeline that prevents them. You configure workstreams as entry points for each channel, author classification rules that enrich work items before they reach a queue, and implement routing methods—skill-based, intent-based, preferred agent, and record routing—that match customers to the right representative automatically. You finish by connecting Azure Application Insights so you can trace and diagnose any routing decision in production.

• Configure workstreams and work classification rules
• Configure the engagement agent
• Configure routing
• Troubleshoot routing using conversation diagnostics

Configure chat and digital channels in Dynamics 365 Contact Center

Today's customers expect to reach organizations on the channels they already use — WhatsApp, SMS, web chat, or a proprietary in-app platform. In this module, you configure these channels in Dynamics 365 Contact Center. You set up WhatsApp and SMS channels, build and customize a live chat widget with pre-chat surveys and custom context passing, extend the chat experience using the Live Chat SDK and mobile SDKs, and create a fully custom channel through the Messaging API. Every channel feeds into the same unified routing engine, giving your team a single workspace to handle every conversation.

• Overview of channels
• Configure digital channels
• Configure the chat channel
• Configure advanced settings for the chat channel
• Configure a custom channel

Configure the voice channel in Dynamics 365 Contact Center

Voice is still the channel customers reach for when the stakes are high—a billing dispute, a service outage, a problem they couldn't solve any other way. In this module, you build the voice channel from the ground up. You connect Teams Phone to Dynamics 365 Contact Center, configure workstreams and queues that route every call to the right representative, set up inbound and outbound calling profiles, integrate an external IVR system, and use analytics and conversation intelligence to turn call data into coaching opportunities.

• Set up and provision the voice channel
• Set up a voice workstream
• Define voice queues
• Make and receive calls
• Integrate an IVR system with the voice channel
• Analytics, reports, and call insights

Configure advanced settings for channels in Dynamics 365 Contact Center

After the initial setup of channels and routing, a well-configured contact center requires fine-tuning to run efficiently. In this module, you configure the advanced settings that control how conversations behave, how representatives interact with customers, and how your organization collects and acts on feedback. You also learn how to extend Dynamics 365 with third-party telephony through the Channel Integration Framework.

• Manage advanced conversation settings
• Configure advanced message settings
• Configure the timeline
• Configure the Channel Integration Framework
• Configure feedback with Copilot Studio

Design and deploy intelligent voice agents in Dynamics 365 Contact Center

Voice agents can resolve issues before a representative is needed — and when escalation is required, hand off with full context so customers never have to repeat themselves. In this module, you learn to choose the right orchestration model, customize agent behavior with variables and SIP headers, support customers in multiple languages, and configure call recording that meets legal requirements.

• Understand voice agent architecture and orchestration
• Customize voice agents for your organization
• Configure multilingual voice agents
• Security and compliance for voice agents

Optimize staffing with workforce management in Dynamics 365 Contact Center

Understaffing leads to long wait times, while overstaffing drives up costs. Workforce management in Dynamics 365 Contact Center helps you strike the right balance by forecasting demand, building data-driven schedules, and monitoring adherence in real time — so your team is always the right size at the right time.

• Explore workforce management capabilities for your contact center
• Configure forecasting
• Configure shift management and scheduling
• Integrate third-party workforce management solutions

Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center

Use experience profiles to customize the Copilot Service workspace for different service representative roles. Configure productivity pane tools, Copilot AI features, application tab templates, session templates, notification templates, and the inbox to give each team a workspace that matches how they work.

• Create and configure experience profiles
• Configure templates for sessions and notifications
• Configure the inbox for service representatives

Accelerate service delivery with productivity tools in Dynamics 365 Contact Center

Configure the productivity pane tools that help service representatives work faster and more consistently. Set up scripts and macros that guide representatives through conversations and automate repetitive tasks, add custom Power Apps tools to the productivity pane, enable embedded Microsoft Teams collaboration, and extend the workspace with JavaScript APIs.

• Configure scripts and macros
• Enable custom productivity panels
• Enable Teams collaboration
• Extend productivity tools

Configure knowledge management in Dynamics 365 Customer Service and Contact Center

A well-configured knowledge base helps agents resolve issues faster, deliver consistent answers, and spend less time searching. This module covers knowledge management configuration in Dynamics 365 Customer Service and Contact Center — from setting up the authoring environment through to extending the knowledge base with external content sources.

• Describe the knowledge management process and configure settings
• Author and publish knowledge articles
• Configure the Customer Knowledge Management Agent
• Manage knowledge article versions, categories, and translations
• Configure internal knowledge search
• Integrate and search external knowledge sources

Configure AI agents and Copilot in Dynamics 365 Contact Center

Your contact center has more conversations to manage, more quality to maintain, and more configuration to get right than any team can handle manually. In this module, you configure the three AI agents in Dynamics 365 Contact Center — Customer Assist, Quality Assurance, and Service Operations — and set up the Copilot features your service representatives rely on in every conversation. You connect knowledge sources, add filters, extend Copilot with plugins, and use analytics to keep the whole system improving.

• Understand the AI landscape in Dynamics 365 Contact Center
• Configure the Customer Assist Agent
• Configure the Quality Assurance Agent
• Configure the Service Operations Agent
• Configure Copilot to assist your service representatives
• Extend Copilot with plugins and measure its impact

Manage contact center operations with supervisor tools in Dynamics 365 Contact Center

Supervisors can only improve what they can see and act on. This module gives you the skills to build a fully operational supervisor experience in Dynamics 365 Contact Center: one where supervisors can intervene in live conversations, review quality automatically through AI evaluation, and access the analytics that drive smarter decisions. By the end, your contact center has the oversight, consistency, and data access it needs to deliver better outcomes for customers and representatives alike.

• Enable supervisor controls for live conversations
• Monitor conversations and take action in real time
• Configure quality and coaching
• Grant access to analytics and dashboards

Reach customers first with proactive engagement in Dynamics 365 Contact Center

Configure proactive engagement in Dynamics 365 Contact Center to initiate outbound voice calls and SMS messages. Set up outbound workstreams for voice and SMS, choose engagement types (AI-led or representative-led) and dialing modes, configure proactive campaigns with audience sourcing, routing, outcomes, reattempts, and frequency limits, and monitor campaign performance with the proactive engagement dashboard.

• Set up proactive engagement
• Configure proactive campaigns
• Set up the proactive engagement dashboard

Unlock insights with analytics and reporting in Dynamics 365 Contact Center

Explore the analytics and reporting framework in Dynamics 365 Contact Center. Use out-of-the-box historical and real-time dashboards, personalize reports with filters and bookmarks, extend data models with Power BI and Microsoft Fabric, and configure Azure Application Insights to capture and query conversation lifecycle telemetry.

• Explore built-in analytics and reporting capabilities
• Extend analytics with Power BI data model customization
• Monitor conversation health with Azure Application Insights