“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-7011Official Source: Microsoft Learn
MicrosoftBeginner
Introduction to navigating the modern Contact Center
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.
Duration
1 day
Level
Beginner
Format
Virtual, On-site, or Hybrid
Language
English
Executive brief for stakeholdersDownload Program Brief (PDF)
Microsoft
Microsoft Dynamics 365 & Power Platform SolutionsIT
Introduction to navigating the modern Contact Center
Dynamics Contact Center
Microsoft Dynamics 365 & Power Platform Solutions
On this page
Ideal for
Business LeaderMicrosoft Dynamics 365 & Power Platform SolutionsCertification ReadinessTailored Team Delivery
Audience Profile
Built for these roles
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.
Overview
Executive overview
Official Microsoft Learn-aligned instructor-led program for Introduction to navigating the modern Contact Center.
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
Introduction to navigating the modern Contact Center
+
Module 1
Introduction to navigating the modern Contact Center
Learn about Dynamics 365 Contact Center.
- Explore Dynamics 365 Contact Center
- Describe work allocation capabilities
- Describe Dynamics 365 Contact Center representative experience
- Describe Dynamics 365 Contact Center supervisor experience
Delivery Models
Delivery models
Virtual ILTOnsiteHybridExecutive WorkshopBootcampWeekend
Engagement Fit
Engagement fit
Certification readinessImplementation-focused labsPrivate cohort deliveryBeginner practitioner depth
Enterprise Customization
Enterprise customization
Tailor this program to your organization's priorities: Builds current Microsoft credential readiness for Introduction to navigating the modern Contact Center 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-7011
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