Transform Contact Center Experiences with AI in Dynamics 365 (AB-250) Course
Our Transform Contact Center Experiences with AI in Dynamics 365 AB-250 Course is a 3-day, instructor-led Microsoft course for professionals who design, configure and support intelligent contact centre solutions using Dynamics 365 Contact Center.
The course covers digital and voice channels, routing, queues, workforce management, agent productivity, Copilot and AI agents, analytics and operational optimisation, and supports preparation for Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate.
Course Schedule
3 days
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9:00am - 5:00pm
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Online Live
£1,377 per delegate
3 days
8:00am - 4:00pm
Online Live
£1,377 per delegate
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Course Code: AB-250
Duration: 3 days
Course Overview
Learn how to implement and operate an AI-powered contact centre using Dynamics 365 Contact Center. The course covers environment configuration, channels, routing, security, agent experiences, autonomous agents and operational analytics.
Target Audience
This course is intended for contact centre engineers, Dynamics 365 consultants and solution professionals who already understand core customer service concepts and want to implement scalable AI-assisted contact centre solutions.
Course Objectives
- Implement and configure Dynamics 365 Contact Center.
- Configure queues, routing and work distribution.
- Deploy digital and voice channels.
- Enable Copilot and AI agent capabilities.
- Use workforce, supervisor and analytics tools to optimise operations.
Course Content
Module 1: Implement an AI-powered contact centre
- Core Dynamics 365 Contact Center capabilities
- Queues, routing and work distribution
Module 2: Configure contact centre channels
- Chat and digital channels
- Voice channel configuration
- Advanced channel settings and intelligent voice agents
Module 3: Improve agent productivity
- Workforce management
- Agent experience profiles and productivity tools
- Knowledge management, Copilot and AI agents
Module 4: Monitor and optimise operations
- Supervisor tools
- Proactive customer engagement
- Analytics and reporting
Course Prerequisites
Learners should understand contact centre concepts such as channels, agents, routing and customer engagement workflows. Familiarity with Dynamics 365 Customer Service is recommended.
Test Certification
Recommended preparation for Exam AB-250: Transforming Contact Center Experiences with AI in Dynamics 365, leading to Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate.
Note - This course is delivered via our training partner Global Knowledge.
Public Schedule
Private Virtual Training (Teams / Zoom)
N/A
Private Onsite Training (at your offices)
N/A
Note
All prices exclude VAT at 20%.
VAT registration number: 450 4347 14
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