Empower customer service representatives in Dynamics 365 Contact Center
At a glance
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Give every customer service representative the tools they need to resolve issues faster and more consistently. In this learning path, you customize the Copilot Service workspace using experience profiles, configure scripts and macros that guide representatives and automate repetitive tasks, build a knowledge base with AI-assisted authoring and external source integration, and deploy the Customer Assist, Quality Assurance, and Service Operations agents alongside Copilot features that surface the right answer in every conversation.
Prerequisites
- Completion of the Implement an AI-powered contact center with Dynamics 365 learning path, or equivalent experience with the Copilot Service admin center, workstreams, queues, and security roles
- Basic familiarity with Copilot Service workspace and the agent experience
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Modules in this learning path
Understaffing leads to long wait times, while overstaffing drives up costs. Workforce management in Dynamics 365 Contact Center helps you strike the right balance by forecasting demand, building data-driven schedules, and monitoring adherence in real time — so your team is always the right size at the right time.
Use experience profiles to customize the Copilot Service workspace for different service representative roles. Configure productivity pane tools, Copilot AI features, application tab templates, session templates, notification templates, and the inbox to give each team a workspace that matches how they work.
Configure the productivity pane tools that help service representatives work faster and more consistently. Set up scripts and macros that guide representatives through conversations and automate repetitive tasks, add custom Power Apps tools to the productivity pane, enable embedded Microsoft Teams collaboration, and extend the workspace with JavaScript APIs.
A well-configured knowledge base helps agents resolve issues faster, deliver consistent answers, and spend less time searching. This module covers knowledge management configuration in Dynamics 365 Customer Service and Contact Center — from setting up the authoring environment through to extending the knowledge base with external content sources.
Your contact center has more conversations to manage, more quality to maintain, and more configuration to get right than any team can handle manually. In this module, you configure the three AI agents in Dynamics 365 Contact Center — Customer Assist, Quality Assurance, and Service Operations — and set up the Copilot features your service representatives rely on in every conversation. You connect knowledge sources, add filters, extend Copilot with plugins, and use analytics to keep the whole system improving.