Implementing Microsoft Dynamics 365 Contact Center Training

Curriculum:

Module 1: Contact Center Product Architecture

Understand the core components and capabilities of Dynamics 365 Contact Center
Explore Microsoft Dataverse architecture, entities, and data management concepts
Learn how voice, chat, email, SMS, and social channels are integrated
Review the end-to-end architecture of Dynamics 365 Contact Center
Study enterprise reference architectures and implementation best practices
Plan licensing, environments, security, and provisioning requirements

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Module 2: Contact Center Data Model

Understand sessions and their role in managing customer interactions
Learn how conversations are created, tracked, and managed across channels
Configure and manage workstreams for efficient case routing and workload distribution
Explore Copilot-generated summaries to improve agent productivity and response times
Analyze conversation transcripts for quality assurance, compliance, and insights
Understand data relationships, entity mapping, and implementation considerations for scalable deployments

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Module 3: Unified Routing Design

Configure and manage workstreams for efficient customer engagement and case handling
Create and optimize queues to distribute work across agents and teams
Define and manage agent skills for skill-based routing scenarios
Implement classification rules to automatically categorize customer requests
Understand assignment methods including push, pick, and automatic routing strategies
Design preferred representative and intent-based routing patterns to enhance customer experience

Module 4: Omnichannel Architecture

Configure and manage Voice, Chat, Email, and SMS channels within Dynamics 365 Contact Center
Implement voice channel capabilities for inbound and outbound customer interactions
Design and optimize chat experiences for real-time customer engagement
Set up and manage email workflows for efficient customer communication
Provision communication channels and configure channel-specific settings
Utilize Inbox and Timeline features to provide agents with a unified customer view
Create seamless cross-channel experiences that enable customers to continue conversations across multiple touchpoints

Module 5: Security, Compliance, DR & HA

Integrate and manage Microsoft Entra ID for authentication, identity management, and secure access control
Implement Role-Based Access Control (RBAC) to manage user permissions and responsibilities
Create and configure custom security roles to meet organizational requirements
Understand GDPR compliance requirements and data privacy best practices in contact center environments
Develop business continuity strategies to ensure uninterrupted customer service operations
Design disaster recovery and high-availability solutions for resilient and enterprise-grade deployments

Module 6: Extensibility: Plugins, Custom APIs & JavaScript

Understand the Plugin Event Framework and common customization patterns in Dynamics 365 Contact Center
Develop and implement custom plugins to extend contact center functionality and automate business processes
Create Custom APIs for integrating Dynamics 365 Contact Center with external applications and services
Design secure and scalable integration services using Microsoft and third-party platforms
Customize agent workspaces using JavaScript to enhance user experience and productivity
Implement advanced client-side customizations, validations, and automation within the Contact Center environment

Module 7: PCF Controls & Agent Workspace Extensions

Understand Power Apps Component Framework (PCF) patterns for extending Dynamics 365 Contact Center capabilities
Build and deploy custom PCF controls to enhance agent productivity and user experience
Configure Productivity Pane extensions to provide contextual information and streamline agent workflows
Implement Knowledge Search and Smart Assist features to deliver intelligent recommendations and faster issue resolution
Create and manage Session Templates to standardize customer interaction workflows
Configure Application Tabs to provide agents with quick access to relevant tools and resources
Design and automate repetitive tasks using Macros to improve efficiency and reduce manual effort

Module 8: Power Automate & Solution Architecture

Explore enterprise automation patterns to streamline customer service operations and business workflows
Understand solution layering strategies for managing customizations across development, test, and production environments
Configure and manage Environment Variables to support flexible and reusable deployments
Implement Connection References for secure and maintainable integrations across solutions
Establish implementation governance frameworks to ensure scalability, compliance, and operational excellence
Apply best practices for solution lifecycle management, deployment, and change control in enterprise environments

Module 9: Enterprise Integration Architecture

Integrate Dynamics 365 Contact Center with SAP, ServiceNow, and other enterprise business applications
Design and implement integrations with custom CRM and ERP systems for seamless data exchange
Connect CMS and Knowledge Management systems to enhance agent productivity and customer support
Integrate existing chatbots, virtual assistants, and AI-powered automation solutions
Understand real-time, batch, and event-driven integration patterns for contact center environments
Implement secure API-based integrations using industry-standard protocols and best practices
Explore Contact Center integration architectures to deliver a unified customer experience across enterprise platforms

Module 10: AI Architecture

Build and manage intelligent conversational experiences using Microsoft Copilot Studio
Design, deploy, and optimize AI Agents to automate customer interactions and support processes
Understand Azure Bot Service legacy integrations and migration considerations for modern contact center environments
Implement Workforce Management (WFM), customer intent detection, and knowledge management agent patterns
Leverage AI-powered customer intent analysis to improve routing, automation, and service quality
Integrate third-party knowledge sources to provide accurate, context-aware responses and recommendations
Apply best practices for AI-driven customer engagement, self-service, and intelligent support automation

Module 11: Monitoring & Analytics Architecture

Implement Application Insights to monitor application performance, user interactions, and system health
Design and build Power BI dashboards for contact center reporting and business intelligence
Analyze real-time operational metrics to monitor agent performance and customer engagement
Generate historical analytics and trend reports to support strategic decision-making
Configure operational monitoring solutions to proactively identify issues and optimize service delivery
Leverage data-driven insights to improve customer experience, workforce productivity, and business outcomes
Establish reporting and analytics best practices for enterprise-scale contact center environments

Module 12: Deployment, Context Handoff & Capstone Lab

Deploy Dynamics 365 Contact Center solutions across Development, Test, UAT, and Production environments using enterprise deployment practices
Configure Copilot Studio to seamlessly transfer customer conversations from AI agents to live support representatives
Implement handoff summaries and context variables to preserve customer information during agent escalation
Customize the Conversation Pane to display relevant customer details, interaction history, and operational insights
Integrate external applications and business data into custom Application Tabs for a unified agent experience
Create and manage Macros to automate repetitive customer service tasks and improve agent productivity
Apply end-to-end implementation scenarios covering deployment, automation, AI-assisted support, and agent experience optimization

Course Highlights

No. of hours: 16 Hours

Star Rating: (2)

Trainer:

Om Prakash Sharma

Om Prakash Sharma is a Microsoft Dynamics 365 Consultant and Corporate Trainer specializing in Customer Engagement, Contact Center Solutions, Power Platform, and Enterprise Digital Transformation. He has extensive experience in designing, implementing, and optimizing Dynamics 365 Customer Service and Contact Center solutions for organizations across multiple industries.

Fee:

Online Virtual Class Room

Enroll in any above batch and attend live class at scheduled time

78000

Upcoming Batches:

2026-10-02

8:00 AM IST

Weekdays Batch (1 Hour Mon - Fri)

₹78000 ₹78000 (0% OFF)

Offer Ends in 1 d: 19h : : 0s

FAQ:

What is Microsoft Dynamics 365 Contact Center?

Microsoft Dynamics 365 Contact Center is an AI-powered customer service solution that enables organizations to manage voice, chat, email, SMS, and social media interactions through a unified omnichannel platform. It helps improve customer experience, agent productivity, and operational efficiency.

Who should attend this Dynamics 365 Contact Center training?

This course is designed for Customer Service Managers, Contact Center Leaders, CRM Administrators, Solution Architects, Business Analysts, Functional Consultants, IT Professionals, and Microsoft Dynamics 365 Consultants involved in customer service transformation projects.

What are the prerequisites for attending this course?

Participants should have a basic understanding of customer service operations, CRM concepts, or Microsoft Dynamics 365 applications. Prior experience with Dynamics 365 Customer Service is beneficial but not mandatory.

What topics are covered in the Dynamics 365 Contact Center training?

The course covers Contact Center architecture, Omnichannel Customer Service, Voice Channel implementation, AI-powered Copilot features, Case Management, Routing Rules, Agent Workspace, Workforce Engagement, Reporting, Analytics, Security, and Integration best practices.

Will participants get hands-on implementation experience?

Yes. The training includes practical labs, real-world implementation scenarios, configuration exercises, routing setup, chatbot integration, customer service workflows, and reporting dashboards.

Does the course cover AI and Copilot capabilities?

Yes. Participants will learn how Microsoft Copilot enhances agent productivity through AI-generated responses, conversation summaries, knowledge suggestions, intelligent routing, and customer service automation.

Can this training be customized for our organization?

Yes. We offer customized corporate training programs tailored to your business processes, implementation goals, industry requirements, and existing Dynamics 365 environment.

Is this training suitable for implementation partners and consultants?

Absolutely. Microsoft partners, consultants, and system integrators can benefit from implementation-focused modules, deployment strategies, integration approaches, and best practices shared during the course.

What deployment models are discussed during the training?

The course covers cloud deployment, environment setup, security configurations, licensing considerations, integration architecture, and governance practices for enterprise-scale implementations.

Will participants receive a certificate after completing the training?

Yes. Participants who successfully complete the training program will receive a course completion certificate from Wifi Learning.

Do you provide online and onsite corporate training?

Yes. We offer instructor-led online training, onsite corporate workshops, and hybrid delivery models based on organizational requirements and participant locations.

How can organizations enroll for this corporate training program?

Organizations can contact our corporate training team through the enquiry form, email, or phone to discuss batch size, customization requirements, delivery mode, and training schedules.