AB-250: Transform Contact Center Experiences with AI in Dynamics 365
Dynamics 365 Contact Center is moving from manual case handling to AI-driven, agentic service, and AB-250 is the certification path that gets your team there.
This three-day, instructor-led course combines hands-on labs with the skills needed for the Dynamics 365 Contact Center AI Engineer certification.
Across four Learning Paths you configure chat, voice, and digital channels, set up queues, routing, and workforce management, and build the AI capabilities that power an intelligent contact center, from voice agents and Copilot Studio integrations to the Customer Assist, Quality Assurance, and Service Operations agents.
You also configure the representative experience, knowledge management, and the supervisor and analytics tools that keep the contact center running.
1. 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
2. Configure channels in Dynamics 365 Contact Center
- Configure chat and digital channels
- Configure the voice channel
- Configure advanced channel settings
- Design and deploy intelligent voice agents
3. Empower customer service representatives in Dynamics 365 Contact Center
- Optimize staffing with workforce management
- Tailor the agent workspace with experience profiles
- Accelerate service delivery with productivity tools
- Configure knowledge management solutions
- Configure AI agents and Copilot
4. Monitor and optimize Dynamics 365 Contact Center with AI-driven insights
- Manage contact center operations with supervisor tools
- Reach customers first with proactive engagement
- Unlock insights with analytics and reporting
Calendar
| Webinar | Price | Actions |
|---|---|---|
| 02/02/2027 - 04/02/2027 (09:00 - 17:00 CET/CEST) | € 1.350,00 | Register |
| 27/04/2027 - 29/04/2027 (09:00 - 17:00 CET/CEST) | € 1.350,00 | Register |
Enjoy a discount and leverage your Companial Service Funds.
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Who is this course for?
This course is for implementation professionals responsible for designing, configuring, and deploying Dynamics 365 Contact Center solutions, at an intermediate level. It assumes you already understand basic contact center concepts and are ready to work with channels, routing, security, and AI-assisted capabilities in real-world deployments.
What will you learn?
- You will learn how to deploy and configure Dynamics 365 Contact Center, including security roles, capacity profiles, and the Copilot Service workspace.
- You will learn how to configure chat, voice, and digital channels, including proactive outbound engagement.
- You will learn how to set up queues, workstreams, and skills-based, AI-enabled, and intent-based routing.
- You will learn how to configure workforce management, including demand forecasting and scheduling.
- You will learn how to build and configure AI capabilities that power the contact center, including voice agents and Copilot Studio integrations.
- You will learn how to configure the Customer Assist, Quality Assurance, and Service Operations agents.
- You will learn how to tailor the representative experience and manage knowledge sources.
- You will learn how to configure supervisor tools and use Power BI for contact center analytics