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.

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Welcome to Dynamics 365 Contact Center

What's new

What's new

Training

Training

Concept

Troubleshoot

Implement

Guidance

• Security and compliance
• Implementation

Try/Buy/Provision

• Try Dynamics 365 Contact Center
• 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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