Configure Dynamics 365 Contact Center core capabilities
Intermediate
Functional Consultant
Administrator
Dynamics 365
Microsoft Copilot Studio
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.
Learning objectives
After completing this module, you'll be able to:
- Navigate the Copilot Service admin center and use Service Operations Agent for configuration assistance
- Configure the Copilot Service workspace and experience profiles for agent productivity
- Set up the embedded experience and connectors for non-Microsoft CRM integration
- Configure Copilot features and create rollout plans to manage autonomous AI agent adoption
- Configure user accounts, security roles, personas, and capacity profiles
- Apply ALM practices to promote Contact Center configurations across environments
Prerequisites
- Basic understanding of Dynamics 365 Contact Center concepts and navigation
- Access to Copilot Service admin center with System Administrator role
- Familiarity with Power Platform environments and Dataverse