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Microsoft AB-250T00 - Transform Contact Center Experiences with AI in Dynamics 365

Length 3 days

Course overview

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Why study this course

In this course students learn how to configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features. Learners focus on deploying and configuring contact center environments, including embedded and standalone modes, connecting data sources and third‑party Contact Center as a Service (CCaaS) solutions, and enabling Copilot and agent capabilities that enhance the customer and agent experience. The course emphasises understanding how channels, users, and security settings work together to support scalable and efficient customer engagement.

Aligns to certification

Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate

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What you’ll learn

After completing this course, students will be able to:

Deploy Dynamics 365 Contact Center
Implement channels
Configure agents and AI capabilities
Configure work distribution
Configure the Dynamics 365 Contact Center representative experience
Manage analytics for the Dynamics 365 Contact Center

Microsoft Dynamics 365 at Lumify Work

Lumify Work has been delivering effective training across all Microsoft products for over 30 years. We are proud to be both Australia's and New Zealand’s first Microsoft Gold Learning Solutions Partner and the winner of the Microsoft MCT Superstars Award for FY24, which formally recognises us as having the highest quality Microsoft Certified Trainers (MCTs) in ANZ. All Lumify Work Microsoft Dynamics 365 courses follow Microsoft Official Curriculum (MOC) and are led by MCTs.

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Who is the course for?

This course is intended for implementation professionals who are responsible for designing, configuring, and deploying contact center solutions and want to deepen their skills at the intermediate level.

Course subjects

Implement an AI-powered contact center with Dynamics 365

Introduction to Implementing Dynamics 365 Contact Center
Configure Dynamics 365 Contact Center Core Capabilities
Configure Queues in Dynamics 365 Contact Center
Configure Routing in Dynamics 365 Contact Center

Configure channels in Dynamics 365 Contact Center

Configure Chat and Digital Channels in Dynamics 365 Contact Center
Configure the Voice Channel in Dynamics 365 Contact Center
Configure Advanced Settings for Channels in Dynamics 365 Contact Center
Design and Deploy Intelligent Voice Agents in Dynamics 365 Contact Center

Empower customer service representatives in Dynamics 365 Contact Center

Optimise Staffing with Workforce Management in Dynamics 365 Contact Center
Tailor the Agent Workspace with Experience Profiles in Dynamics 365 Contact Center
Accelerate Service Delivery with Productivity Tools in Dynamics 365 Contact Center
Configure Knowledge Management in Dynamics 365 Customer Service and Contact Center
Configure AI Agents and Copilot in Dynamics 365 Contact Center

Monitor and optimise Dynamics 365 Contact Center with AI-driven insights

Manage Contact Center Operations with Supervisor Tools in Dynamics 365 Contact Center
Reach Customers First with Proactive Engagement in Dynamics 365 Contact Center
Unlock Insights with Analytics and Reporting in Dynamics 365 Contact Center

Prerequisites

The course is designed for learners who already understand basic contact center concepts and are ready to learn how to configure channels, users, security, work distribution, routing strategies, and AI‑assisted capabilities in real-world implementations. Learners use this course to build confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and supervisor oversight across voice and digital channels.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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