Implement an AI-powered contact center with Dynamics 365
At a glance
-
Level
-
Skill
Build an AI-powered Dynamics 365 Contact Center from the ground up. In this learning path, you explore the platform's AI-driven architecture and deployment models, then configure the admin center, agent workspace, CRM connectors, and AI agents — including Copilot-assisted experiences. You then design a smart queue strategy and build an intelligent routing pipeline that automatically classifies, enriches, and assigns work items across every channel.
Prerequisites
None
Achievement Code
Would you like to request an achievement code?
Modules in this learning path
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.
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.
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.
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.