Course Overview
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. By the end of the course, learners will be equipped with the knowledge to navigate and manage the Dynamics 365 Contact Center environment effectively.
Who should attend
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.
Course Content
Explore Dynamics 365 Contact Center
- Introduction
- Compare embedded and standalone contact center modes
- Explore contact center channels in Dynamics 365
- Enable chat communication in Dynamics 365 Contact Center
- Explore the voice channel in Dynamics 365 Contact Center
- Explore Azure Communication Services in Dynamics 365 Contact Center
- Use agents and Copilot in Dynamics 365 Contact Center
- Manage knowledge in Dynamics 365 Contact Center
- Enable self-service in Dynamics 365 Contact Center
- Optimize workforce engagement in Dynamics 365
- Module assessment
- Summary
Describe work allocation capabilities
- Introduction
- Organize and manage work using queues in Dynamics 365 Contact Center
- Define workstreams in Dynamics 365 Contact Center
- Describe routing capabilities in Dynamics 365 Contact Center
- Module assessment
- Summary
Describe Dynamics 365 Contact Center representative experience
- Introduction
- Configure the representative experience in the Customer Service admin center
- Manage customer interactions in the Copilot Service workspace
- Describe experience profiles and productivity tools in Dynamics 365 Contact Center
- Collaborate effectively using Microsoft Teams in Dynamics 365 Contact Center
- Module assessment
- Summary
Describe Dynamics 365 Contact Center supervisor experience
- Introduction
- Monitor real-time analytics in Dynamics 365 Contact Center
- Analyze historical analytics in Dynamics 365 Contact Center
- Analyze forecast reports in Dynamics 365 Contact Center
- Analyze knowledge analytics in Dynamics 365 Contact Center
- Module assessment
- Summary
Inglese
Francese
Tedesco
Olanda