“The Microsoft Fabric implementation program gave our data engineering team a structured path from legacy pipelines to a modern lakehouse architecture.”
Microsoft Official Curriculum
Role-Based Certification PrepTrack: AB-250T00Official Source: Microsoft Learn
MicrosoftIntermediate
Transform contact center experiences with AI in Dynamics 365
This course teaches learners how to configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features. Learners focus on deploying and configuring contact center environments, including embedded and standalone modes, connecting data sources and third‑party Contact Center as a Service (CCaaS) solutions, and enabling Copilot and agent capabilities that enhance the customer and agent experience. The course emphasizes understanding how channels, users, and security settings work together to support scalable and efficient customer engagement.
Duration
3 days
Level
Intermediate
Format
Virtual, On-site, or Hybrid
Language
English
Executive brief for stakeholdersDownload Program Brief (PDF)
Microsoft
Microsoft Dynamics 365 & Power Platform SolutionsIT
Transform contact center experiences with AI in Dynamics 365
Dynamics Contact Center
Microsoft Dynamics 365 & Power Platform Solutions
On this page
Ideal for
AdministratorMicrosoft Dynamics 365 & Power Platform SolutionsCertification ReadinessTailored Team Delivery
Audience Profile
Built for these roles
This course is intended for implementation professionals who are responsible for designing, configuring, and deploying contact center solutions and want to deepen their skills at the intermediate level. It is designed for learners who already understand basic contact center concepts and are ready to learn how to configure channels, users, security, work distribution, routing strategies, and AI‑assisted capabilities in real-world implementations. Learners use this course to build confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and supervisor oversight across voice and digital channels.
Overview
Executive overview
Official Microsoft Learn-aligned instructor-led program for Transform contact center experiences with AI in Dynamics 365.
Readiness
Prerequisites
- Relevant foundational experience in the target technology area.
- Comfort with hands-on labs in a cloud or GPU-accelerated environment.
Program Outcomes
Capabilities your teams will gain
Strengthen capability in microsoft dynamics 365 & power platform solutions scenarios
Strengthen capability in dynamics contact center scenarios
Strengthen capability in role-based scenarios
Curriculum
Curriculum roadmap
1
Microsoft Dynamics 365 & Power Platform Solutions
2
Dynamics Contact Center
3
Role-Based
1Module 1
Implement an AI-powered contact center with Dynamics 365
+
Module 1
Implement an AI-powered contact center with Dynamics 365
Learn to implement an AI-powered Dynamics 365 Contact Center. Explore AI-driven architecture and deployment models, configure Copilot and AI agents, set up intelligent queues and routing rules, and automate work classification across every channel.
- Introduction to implementing Dynamics 365 Contact Center
- Configure Dynamics 365 Contact Center core capabilities
- Configure queues in Dynamics 365 Contact Center
- Configure routing in Dynamics 365 Contact Center
2Module 2
Configure channels in Dynamics 365 Contact Center
+
Module 2
Configure channels in Dynamics 365 Contact Center
Learn to configure every customer-facing channel in Dynamics 365 Contact Center. Set up chat and digital messaging channels, provision the voice channel with Teams Phone, apply advanced conversation settings, and deploy intelligent voice agents with multilingual support and compliant call recording.
- Configure chat and digital channels in Dynamics 365 Contact Center
- Configure the voice channel in Dynamics 365 Contact Center
- Configure advanced settings for channels in Dynamics 365 Contact Center
- Design and deploy intelligent voice agents in Dynamics 365 Contact Center
3Module 3
Empower customer service representatives in Dynamics 365 Contact Center
+
Module 3
Empower customer service representatives in Dynamics 365 Contact Center
Learn to empower customer service representatives in Dynamics 365 Contact Center. Customize the agent workspace with experience profiles, configure scripts and macros to boost productivity, build a knowledge base with AI-assisted authoring, and deploy AI agents and Copilot features that surface the right answer at the right moment.
- Optimize staffing with workforce management in Dynamics 365 Contact Center
- Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center
- Accelerate service delivery with productivity tools in Dynamics 365 Contact Center
- Configure knowledge management in Dynamics 365 Customer Service and Contact Center
- Configure AI agents and Copilot in Dynamics 365 Contact Center
4Module 4
Monitor and optimize Dynamics 365 Contact Center with AI-driven insights
+
Module 4
Monitor and optimize Dynamics 365 Contact Center with AI-driven insights
Learn to monitor and optimize Dynamics 365 Contact Center using AI-driven insights. Configure supervisor tools for real-time conversation oversight, run proactive outbound campaigns, extend analytics with Power BI and Microsoft Fabric, and use AI-powered workforce management to forecast demand and schedule representatives.
- Manage contact center operations with supervisor tools in Dynamics 365 Contact Center
- Reach customers first with proactive engagement in Dynamics 365 Contact Center
- Unlock insights with analytics and reporting in Dynamics 365 Contact Center
Delivery Models
Delivery models
Virtual ILTOnsiteHybridExecutive WorkshopBootcampWeekend
Engagement Fit
Engagement fit
Certification readinessImplementation-focused labsPrivate cohort deliveryIntermediate practitioner depth
Enterprise Customization
Enterprise customization
Tailor this program to your organization's priorities: Builds current Microsoft credential readiness for Transform contact center experiences with AI in Dynamics 365 using the official Microsoft Learn outline.
- •Align labs to your production environment and platform priorities
- •Add readiness reviews and instructor-led practice sessions
- •Extend into project-specific architecture or delivery coaching
Credentials
Certification & official source
- •AB-250T00
Aligned to the official Microsoft Learn course and learning path for this program.
View Official Microsoft Learn PageResources
Program resources
Yes. Most enterprise clients prefer private delivery scoped to role mix, timezone, and rollout timeline. We align lab environments and scenarios to your tenant context where applicable.
Enterprise Proof
Trusted delivery outcomes
“We needed a partner who understood both the technical depth of Azure OpenAI and the governance requirements of an enterprise.”
Delivery Capability
Enterprise-grade instruction
MCT-led delivery
Programs led by Microsoft Certified Trainer practitioners
Enterprise program oversight
Founder-led specialist delivery with structured rollout planning
Global delivery
APAC · EMEA · Americas · Virtual & Onsite
Implementation-focused
Hands-on labs aligned to production scenarios