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This course introduces Microsoft Dynamics 365 Contact Center, focusing on its core features and user experiences. Participants will gain an understanding of the platform’s work allocation capabilities, learn how conversations are efficiently routed, and explore the day-to-day workflows of both Contact Center representatives and supervisors.
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Overview
By the end of the course, learners will be equipped with the knowledge to navigate and manage the Dynamics 365 Contact Center environment effectively.
Instructor-led training
Personal Learning Path
Email, chat and phone support
Who is this course for?
This course is intended for you if you’re seeking to start your journey using Contact Center as a Service (CCaaS). You aim to grasp how Contact Center as a Service (CCaaS) can benefit your organization by recognizing the importance of modern contact centers, integrating with both first- and third-party CRM systems, and efficiently assisting and resolving support-related challenges. You also seek to communicate seamlessly across multiple channels, enhance customer service representative productivity using AI and collaboration tools, and develop a comprehensive understanding of the essential components that make up CCaaS solutions.
Curriculum
Preparation
At Readynez, we provide many resources and have experienced experts in the field. That is why we are also very successful with many satisfied customers. You can therefore safely take your course with us. While there are no strict entry requirements, certain foundational knowledge may enhance your learning experience. Any recommended prerequisites specific to this course are detailed below.
Basic knowledge of Microsoft Copilot Studio
Basic knowledge of Dynamics 365 Contact Center
Meet some of the Readynez Instructors you can meet on your course. They are experts, passionate about what they do, and dedicated to give back to their industry, their field, and those who want to learn, explore, and advance in their careers.
Julian Sharp delivers high-quality, LIVE instructor-led training in Microsoft Dynamics 365 and Power Platform for professionals seeking real-world skills and certification readiness. With decades of industry experience and deep technical expertise, he helps learners master complex solutions efficiently.
FAQ
This course is designed for business leaders, customer service representatives, supervisors, students, IT administrators, CRM consultants, and anyone beginning their journey with modern contact center technologies and CCaaS solutions.
No prior hands-on experience is required. A basic understanding of customer service operations or CRM systems can be helpful, but the course is beginner-friendly and suitable for newcomers.
Yes. The course is designed for both technical and non-technical audiences, including operations managers, supervisors, business users, and support teams.
Yes. Learners are introduced to AI-powered capabilities including Copilot-assisted workflows, intelligent routing, voice agents, and AI-driven analytics within Dynamics 365 Contact Center.
The course explores modern omnichannel experiences including:
Yes. The course includes modules on deploying voice channels, configuring IVR experiences, multilingual voice agents, and integrating Microsoft Copilot Studio voice solutions.
AB-7011 is typically delivered as a one-day instructor-led or self-paced training course.
What are the key benefits of taking this course?
By completing AB-7011, learners can:
Reviews
Easy to attend over Teams and an excellent instructor gave me great value for the time I invested.
Readynez is the best training provider I've used for many years. Their customer service is first class, prices are very competitive and instruction excellent.
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