Course Outline
1 - Get started with Dynamics 365 Contact Center
- Overview of Dynamics 365 Contact Center
- Administer Dynamics 365 Contact Center
- Next generation self-service
- Integration with non-Microsoft services
- Service representative experience for Dynamics 365 Contact Center
- Connectors
- Channels in Dynamics 365 Contact Center
- Unified routing in Dynamics 365 Contact Center
- Contact center management
2 - Deploy a Voice channel in Dynamics 365 Customer Service
- Set up and provision the Voice channel
- Define voice queues
- Set up a voice workstream
- Call routing
- Make and receive calls
- Historical analytics, reports, and call insights
3 - Set up a Microsoft Copilot Studio agent for voice
- Deploy the necessary extensions
- Set up the handoff to your customer service application
- Set up for voice
4 - Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center
- Prerequisites and setup for configuring multilingual voice agents
- Configure for mid-call language switch use case
- Configure for language by dialed number use case
- Escalation to agent based on the language
- Important configuration information
5 - Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR
- Create a dynamic welcome message in Power Apps
- Create a user-friendly UI for business administrators
- Create your Copilot agent
- Test the agent
- Update the welcome message dynamically
- Test the Copilot agent with the new message
Target Audience
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.