Description
Duration: 3 days
This course teaches learners how to configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features. Learners focus on deploying and configuring contact center environments, including embedded and standalone modes, connecting data sources and third‑party Contact Center as a Service (CCaaS) solutions, and enabling Copilot and agent capabilities that enhance the customer and agent experience. The course emphasizes understanding how channels, users, and security settings work together to support scalable and efficient customer engagement.
Target Audience
This course is intended for implementation professionals who are responsible for designing, configuring, and deploying contact center solutions and want to deepen their skills at the intermediate level. It is designed for learners who already understand basic contact center concepts and are ready to learn how to configure channels, users, security, work distribution, routing strategies, and AI‑assisted capabilities in real-world implementations. Learners use this course to build confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and supervisor oversight across voice and digital channels.
Certification Exam
This course prepares you for the AB-250 certification exam (Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate). An exam voucher can be added at registration.
What’s included?
- Authorized Courseware
- Intensive Hands on Skills Development with an Experienced Subject Matter Expert
- Hands on practice on real Servers and extended lab support 1.800.482.3172
- Examination Vouchers & Onsite Certification Testing – (excluding Adobe and PMP Boot Camps)
- Academy Code of Honor: Test Pass Guarantee
- Optional: Package for Hotel Accommodations, Lunch and Transportation
With several convenient training delivery methods offered, The Code Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Code Academy for an engaging and effective learning experience.
Methods
- Instructor Led (the best training format we offer)
- Live Online Classroom – Online Instructor Led
- Self-Paced Video
Speak to an Admissions Representative for complete details
| Start | Finish | Public Price | Public Enroll | Private Price | Private Enroll |
|---|---|---|---|---|---|
| 9/28/2026 | 9/30/2026 | ||||
| 10/19/2026 | 10/21/2026 | ||||
| 11/9/2026 | 11/11/2026 | ||||
| 11/30/2026 | 12/2/2026 | ||||
| 12/21/2026 | 12/23/2026 | ||||
| 1/11/2027 | 1/13/2027 | ||||
| 2/1/2027 | 2/3/2027 | ||||
| 2/22/2027 | 2/24/2027 | ||||
| 3/15/2027 | 3/17/2027 | ||||
| 4/5/2027 | 4/7/2027 | ||||
| 4/26/2027 | 4/28/2027 | ||||
| 5/17/2027 | 5/19/2027 | ||||
| 6/7/2027 | 6/9/2027 | ||||
| 6/28/2027 | 6/30/2027 | ||||
| 7/19/2027 | 7/21/2027 | ||||
| 8/9/2027 | 8/11/2027 | ||||
| 8/30/2027 | 9/1/2027 | ||||
| 9/20/2027 | 9/22/2027 |
Learning Objectives
- Implement an AI-powered contact center with Dynamics 365
- Configure channels in Dynamics 365 Contact Center
- Empower customer service representatives in Dynamics 365 Contact Center
- Monitor and optimize Dynamics 365 Contact Center with AI-driven insights
Course Outline
Module 1: Implement an AI-powered contact center with Dynamics 365
- 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
Module 2: Configure channels 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
Module 3: Empower customer service representatives 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
Module 4: Monitor and optimize Dynamics 365 Contact Center with AI-driven insights
- 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
