Dynamics 365 Contact Center documentation

Discover how to make the most of Dynamics 365 Contact Center with training, docs, and videos covering product capabilities and how-to articles. Learn about the suite of capabilities that Dynamics 365 Contact Center provides, and make sure that your business delivers the best contact center experience to your customers.

Get Started

Welcome to Dynamics 365 Contact Center

What's new

What's new

Training

Training

Concept

Troubleshoot

Implement

Guidance

• Security and compliance
• Implementation
• Adoption guide

Buy/Provision

• Buy Dynamics 365 Contact Center
• Provision Dynamics 365 Contact Center

Set up

• System requirements for Dynamics 365 Contact Center
• Set up roles and enable users in Dynamics 365 Contact Center
• Set up personas and privileges in Dynamics 365 Contact Center

Administer and develop

Configure

• Set up embedded experience
• Configure the voice channel

Configure connectors

• Configure the connector for Salesforce
• Configure the connector for ServiceNow
• Configure a connector for any CRM solution

Configure AI features

• Manage Copilot features
• Integrate a Copilot Studio bot

Develop

• Dynamics 365 Contact Center entity reference
• Live chat SDK Reference
• Develop a custom live chat widget

Use and manage the contact center

Communicate over channels your customers prefer

• Use Contact Center workspace
• Communicate over multiple channels
• Communicate over the voice channel

Increase productivity and customer satisfaction

• Use the productivity pane to resolve customer issues
• Guide customer interactions with agent scripts
• Manage conversations and activities on the timeline

Use Copilot

• Use Copilot to solve customer issues
• Use Copilot to summarize conversations
• Ask a question in Copilot

Get insights and analyze contact center operations

• View Copilot analytics report
• View summary report in real-time analytics
• Customize visual display

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