Introduction to navigating the modern Contact Center

  • Learning Path
  • 4 Modules

At a glance

An introduction to the modern contact center through Dynamics 365, covering core modules such as contact center capabilities, intelligent work allocation, and the experiences of both customer service representatives and supervisors.

Prerequisites

  • None

Modules in this learning path

Explore Dynamics 365 Contact Center

Learn how to use Dynamics 365 Contact Center to deliver intelligent, efficient, and connected customer service experiences across all channels.

Describe work allocation capabilities

Learn how Dynamics 365 Contact Center uses queues, workstreams, and routing to manage and assign work efficiently across channels.

Describe Dynamics 365 Contact Center representative experience

Learn how Dynamics 365 Contact Center empowers representatives with AI tools, unified workspaces, and collaboration features for seamless customer service.

Describe Dynamics 365 Contact Center supervisor experience

Explore how Dynamics 365 Contact Center enables supervisors to monitor, analyze, and optimize contact center operations for operational excellence.

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