Navigate Dynamics 365 Contact Center to Improve Customer Service Operations

  • Why get trained: Learn how to use Dynamics 365 Contact Center to manage work allocation, route conversations, support omnichannel interactions and improve agent productivity with AI tools.
  • Why it matters: Dynamics 365 Contact Center skills help organizations deliver faster, more consistent customer service while improving contact centre efficiency and response times.
  • Who should attend: Business users, service managers, contact centre representatives, supervisors and professionals beginning their journey with Contact Center as a Service.

Accelerate AI transformation with AI skill building. Build practical Dynamics 365 Contact Center skills and improve customer service performance. HRD Corp Claimable.

Overview

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.

Skills Covered

  • Get started with Dynamics 365 Contact Center
  • Deploy a Voice channel in Dynamics 365 Customer Service
  • Set up a Microsoft Copilot Studio agent for voice
  • Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center
  • Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR

 

 

Prerequisites

None

Target Audience

This course is intended for you if you’re seeking to start your journey using Contact Center as a Service (CCaaS).

You aim to grasp how Contact Center as a Service (CCaaS) can benefit your organization by recognizing the importance of modern contact centers, integrating with both first- and third-party CRM systems, and efficiently assisting and resolving support-related challenges.

You also seek to communicate seamlessly across multiple channels, enhance customer service representative productivity using AI and collaboration tools, and develop a comprehensive understanding of the essential components that make up CCaaS solutions.

Course Curriculum

Module 1: Get started with Dynamics 365 Contact Center

Dynamics 365 Contact Center infuses generative AI throughout the contact center workflow. It spans the channels of communication, self-service, intelligent routing, customer service representative-assisted service, and operations to help contact centers solve problems faster, empower customer service representatives, and reduce costs.

  • Introduction
  • Overview of Dynamics 365 Contact Center
  • Administer Dynamics 365 Contact Center
  • Next generation self-service
  • Integration with non-Microsoft services
  • Service representative experience for Dynamics 365 Contact Center
  • Connectors
  • Channels in Dynamics 365 Contact Center
  • Unified routing in Dynamics 365 Contact Center
  • Contact center management
  • Check your knowledge

Module 2: Deploy a Voice channel in Dynamics 365 Customer Service

The Voice channel in Dynamics 365 Customer Service includes many different features and functionalities that call center representatives and supervisors can use. Additionally, it can help improve your customers’ overall experience when they’re engaging over voice channels.

  • Introduction
  • Set up and provision the Voice channel
  • Define voice queues
  • Set up a voice workstream
  • Call routing
  • Make and receive calls
  • Historical analytics, reports, and call insights
  • Check your knowledge

Module 3: Set up a Microsoft Copilot Studio agent for voice

Not only can agents created in Microsoft Copilot Studio be used in text based scenarios such as SMS and chat conversations with customers, but they can also be used as interactive voice response (IVR). This module explores how to set up a Microsoft Copilot Studio agent to use voice.

  • Introduction
  • Deploy the necessary extensions
  • Set up the handoff to your customer service application
  • Set up for voice
  • Check your knowledge
  • Summary

Module 4: Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center

This module provides detailed guidance on how to use multilingual voice agents that are developed by using Microsoft Copilot Studio on the telephony channel of Dynamics 365 Contact Center.

  • Introduction
  • Prerequisites and setup for configuring multilingual voice agents
  • Configure for mid-call language switch use case
  • Configure for language by dialed number use case
  • Escalation to agent based on the language
  • Important configuration information
  • Check your knowledge

Module 5: Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR

Dynamics 365 Contact Center IVR Copilot agents are designed by using Microsoft Copilot Studio. It designs these agents based on a customer’s business needs, which guides a caller’s experience in the interactive voice response (IVR) session. To allow scalability and facilitate quick changes in your IVR flow, such as broadcasting messaging, you can create rules by using Microsoft Power Apps and then integrate them into your Copilot agent. This approach allows businesses to make real-time changes to the Copilot agents without needing to modify or republish the agent.

  • Introduction
  • Create a dynamic welcome message in Power Apps
  • Create a user-friendly UI for business administrators
  • Create your Copilot agent
  • Test the agent
  • Update the welcome message dynamically
  • Test the Copilot agent with the new message
  • Check your knowledge

Dates & Locations

Let’s make it work for you

Can’t find a date that fits? Need to train your whole team? Looking for a discount?
Speak to one of our learning experts today.

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August 14, 2026 - August 14, 2026

Location: Kuala Lumpur
Modal: ILT
Availability: TBC
RM 1200

August 14, 2026 - August 14, 2026

Location: Online
Modal: VILT
Availability: TBC
RM 1200

November 13, 2026 - November 13, 2026

Location: Kuala Lumpur
Modal: ILT
Availability: TBC
RM 1200

November 13, 2026 - November 13, 2026

Location: Online
Modal: VILT
Availability: TBC
RM 1200
Trainocate exam and cert

Exam & Certification

Note: There is no exam directly associated with this course. However, Microsoft offers an extensive portfolio of industry-recognized certifications that can help you stand out as a tech professional in 2026 and beyond. Achieving Microsoft certification is one of the most effective ways to validate your skills and accelerate your career.

With our expert-led training, you’ll be prepared to:

  • Master in-demand capabilities across Cloud, Data & AI, and Cybersecurity — areas driving global digital transformation.
  • Prove your expertise with a globally respected credential recognized by employers worldwide.
  • Advance your career by enhancing your credibility, increasing your earning potential, and opening doors to new opportunities.

Explore our full range of Microsoft certifications and start building the skills that matter today.

Training & Certification Guide

Frequently Asked Questions

AB-7011 introduces how modern contact centers operate using Microsoft Dynamics 365 Contact Center.

This course provides a foundational understanding of how organizations manage customer interactions across multiple channels using a unified platform. It covers core features such as routing, agent workflows, and analytics.

Key learning areas:

  • Omnichannel customer engagement
  • Contact center workflows and operations
  • AI-assisted routing and automation
  • Performance monitoring and analytics

Pro Tip: Focus on how different channels connect into one system. This is critical for understanding modern customer experience strategies.

A modern contact center uses cloud-based platforms to manage customer interactions across multiple channels.

Contact Center as a Service (CCaaS) enables organizations to handle voice, chat, email, and social interactions in a unified system, improving efficiency and customer experience.

Why it matters:

  • Enables seamless customer journeys
  • Improves agent productivity with AI tools
  • Supports remote and scalable operations
  • Integrates with CRM and business systems

Pro Tip: Understanding CCaaS is essential for roles in customer experience, digital transformation, and service operations.

It is designed for professionals involved in customer service and contact center operations.

This course is ideal for individuals who want to understand how modern contact centers function and how to use platforms like Dynamics 365 effectively.

Best suited for:

  • Contact center managers
  • Customer service supervisors
  • CRM users and administrators
  • CX and operations professionals

Pro Tip: Even non-technical professionals can benefit. This course focuses on business workflows rather than coding.

ou will learn how to manage and optimize customer interactions in a modern contact center.

The course focuses on practical knowledge of how contact center platforms operate, including routing, agent experience, and analytics.

Skills gained:

  • Navigating contact center platforms
  • Managing omnichannel conversations
  • Understanding intelligent routing
  • Monitoring performance and insights

Pro Tip: Pay attention to workflow design. Efficient workflows directly impact customer satisfaction and operational costs.

Yes, it introduces AI-powered features such as intelligent routing and Copilot-assisted agents.

Modern contact centers leverage AI to automate tasks, assist agents, and improve decision-making. This course introduces how AI enhances customer service operations.

Examples covered:

  • AI-based conversation routing
  • Copilot-assisted agent support
  • Automated workflows
  • Real-time insights and recommendations

Pro Tip: Focus on how AI supports agents rather than replacing them. This is how most organizations deploy AI today.

Modern contact centers improve efficiency, customer satisfaction, and scalability.

By centralizing communication and using AI-driven tools, organizations can deliver faster and more personalized customer experiences.

Business benefits:

  • Faster response times
  • Improved customer satisfaction
  • Better agent productivity
  • Data-driven decision-making

Pro Tip: When evaluating tools, look at measurable outcomes such as reduced handling time or improved customer satisfaction scores.

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