Microsoft AIIntermediate
AB-250 Dynamics 365 Contact Center AI Engineer Associate (Beta)
5 (201 reviews) 210 students 4 Weeks Intermediate
Instructor
Category
Microsoft AI
Rating
5 (201)
Students
210
Language
English
Duration
4 Weeks
What you'll cover
1Contact Center Fundamentals+
- Explore Dynamics 365 Contact Center architecture
- Configure channels and workstreams
- Understand AI-first contact center design principles
- Configure agent experience workspaces
2AI-Powered Customer Engagement+
- Configure Copilot for Contact Center scenarios
- Implement conversational AI agents for self-service
- Configure intent recognition and smart routing
- Implement generative AI-based case summarization
3Voice and Digital Channels+
- Configure voice channel integration and IVR
- Implement chat and digital messaging channels
- Configure self-service virtual agents
- Implement channel escalation to human agents
4Analytics and Quality Management+
- Configure conversation analytics and transcripts
- Implement sentiment and topic analysis
- Build agent performance dashboards
- Implement quality management and call scoring
5Administration and Governance+
- Configure security and compliance settings
- Manage contact center capacity and licensing
- Monitor system health and performance
- Implement data retention policies for conversations