Can a government agency buy AB-7011: Introduction to navigating the modern Contact Center?

Yes. Purchase orders and government purchase cards are both accepted at checkout, and quotes can be formatted for a solicitation response. Terms are net 30 on invoiced orders.

What happens if I need to cancel AB-7011: Introduction to navigating the modern Contact Center?

Course fees are fully refundable with written notice at least ten business days before the class. Inside that window the fee is forfeited, though one free retake is available within six months of the class date.

AB-7011: Introduction to navigating the modern Contact Center

Q: How much does AB-7011: Introduction to navigating the modern Contact Center cost?

$695 per seat. That covers courseware and lab access. Exam vouchers are quoted separately. Volume pricing is available for teams, and a private cohort is usually cheaper per seat past about four people.

Q: How long is AB-7011: Introduction to navigating the modern Contact Center?

1 day of instructor-led training, delivered live online. Classes run during business hours in the timezone shown on each date.

Q: When is the next AB-7011: Introduction to navigating the modern Contact Center class?

This course currently runs as a private cohort rather than on the public schedule. Tell us your dates and headcount and we will schedule it.

Q: Is AB-7011: Introduction to navigating the modern Contact Center delivered online?

Yes. It runs live online with an instructor, not as a recording, so you can ask questions as you go. It can also be delivered privately at your site.

Upcoming dates

No public dates scheduled right now

This class runs as a private cohort on dates that suit your team, at your site or delivered live online. Tell us roughly when and how many people, and we'll come back with dates and a total.

Private delivery is usually faster and works out better per seat once you're past four or five people.

Request private dates

Or leave your details and we will email you the moment a public date is scheduled.

Email Name Seats Roughly when

One email when a date is set. Nothing else, and no list.

About this class

AB-7011: Introduction to navigating the modern Contact Center is not on the public schedule at the moment, and runs as a private cohort on dates you choose. Seats are $695 each over 1 day, courseware included. Tell us your dates and headcount and a quote comes back the same business day. Purchase orders welcome.

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.

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

Who this is for

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.