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Course AB-7011: Introduction to navigating the modern Contact Center
Course Overview
The AB‑7011: Introduction to Navigating the Modern Contact Center course is an official Microsoft training designed to introduce professionals to the operation of modern contact centers based on Microsoft Dynamics 365 Contact Center.
Throughout the course, participants will discover how organizations manage customer service using Contact Center as a Service (CCaaS), integrating omnichannel channels, intelligent conversation routing, AI-powered self-service, and advanced collaboration tools.
The training focuses on understanding the daily experience of agents and supervisors, the use of queues and workstreams, work assignment, communication flows, and operational monitoring within the Dynamics 365 Contact Center environment. Upon completion, students will be equipped to navigate, operate, and understand the functional architecture of a modern contact center, improving team productivity and customer experience.
What the official Microsoft course at Nanfor includes
The course includes Microsoft Learn material, expert tutor presentations, authorized labs, specialized tutoring, personalized sessions with an expert tutor, certification preparation, and a certificate of completion, combining institutional content with Nanfor's expert support.
Learn about all components
Benefits of AB-7011 training
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Complete vision of the modern Contact Center: Understand how current contact centers based on CCaaS and Microsoft Dynamics 365 operate, from omnichannel customer service to operational monitoring.
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Practical introduction to Dynamics 365 Contact Center: Learn to navigate the platform and understand the daily workflows of agents and supervisors in a real customer service environment.
- Customer experience optimization: Discover how intelligent routing and effective conversation management improve incident resolution and customer satisfaction.
- Increased productivity with AI and modern tools: Learn how artificial intelligence, automation, and collaboration help agents work more efficiently.
- Ideal foundation for advanced Customer Service paths: Perfect training as a first step before delving into advanced implementations or certifications related to Dynamics 365 Customer Service.
Prerequisites
No advanced technical knowledge is required. Recommended:
- Basic knowledge of customer service processes or contact centers
- General familiarity with digital business environments
- Interest in Customer Service, CRM, or CCaaS solutions
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Course duration: 70 hours
General course information
👨🎓 Who is this course for?
This course introduces Microsoft Dynamics 365 Contact Center, focusing on its core features and user experiences. Participants will understand the platform's work assignment functionalities, learn how conversations are effectively routed, and explore the daily workflows of Contact Center representatives and supervisors. By the end of the course, students will be equipped with the knowledge to navigate and manage the Dynamics 365 Contact Center environment effectively.
🎯 Training objectives. What will I learn?
Upon completion of the course, participants will be able to:
- Understand what a modern Contact Center is and its role within the customer service strategy.
- Navigate the Microsoft Dynamics 365 Contact Center environment.
Identify agent and supervisor workflows.
- Understand how conversation routing and assignment work.
- Know the main omnichannel channels available.
- Assess the impact of AI and automation on contact center productivity.
- Recognize the key components of an enterprise CCaaS solution.
📚 Course Content AB-7011: Introduction to navigating the modern Contact Center - Program
Working with Dynamics 365 Contact Center IVR
Unit 1 Introduction to Dynamics 365 Contact Center
- Introduction to 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 Administration
Unit 2 Implement a Voice Channel in Dynamics 365 Customer Service
- Set up and provision the voice channel
- Define voice queues
- Configure a voice workstream
- Call routing
- Make and receive calls
- Historical analysis, reports, and call insights
Unit 3 Configure a Microsoft Copilot Studio agent to use voice
- Deploy necessary extensions
- Configure transfer to customer service application
- Voice settings
- Check your knowledge
Unit 4 Use multilingual voice agents with IVR in Dynamics 365 Contact Center
- Prerequisites and setup for configuring multilingual voice agents
- Configure for in-call language change use case
- Configure language based on dialed number use case
- Escalation to agent based on language
- Important configuration information
Unit 5 Design a Copilot Studio voice agent rule director for real-time changes in Dynamics 365 Contact Center IVR
- Create a dynamic welcome message in Power Apps
- Create a user-friendly interface for business administrators
- Create the Copilot agent
- Test the agent
- Dynamically update the welcome message
- Test the Copilot agent with the new message
🌐 Language
- Course: English / Spanish
ℹ️ Do you want to take this course? Request information now
If you want to take this course in a virtual modality, you can purchase it at the top of the product. For any questions, please contact us.
If you want to take this course in in-person or telepresence modality, please contact us:
🏢 Nanfor, official Microsoft IT training center
Nanfor is a customized IT training center, specialized in technological training for professionals and companies, and is officially approved by Microsoft as:
- Microsoft Solutions Partner – Training Services
- Microsoft Cloud Partner
These accreditations confirm that Nanfor complies with Microsoft's standards for delivering technical courses, using Microsoft content and Microsoft Certified Trainers (MCTs), ensuring quality, continuous updates, and alignment with certifications.
❓ Frequently Asked Questions
Is this an official Microsoft course?
Yes, it is an official Microsoft training based on Microsoft Learn content and focused on Dynamics 365 Contact Center.
What is Microsoft Dynamics 365 Contact Center for?
Microsoft Dynamics 365 Contact Center is a Contact Center as a Service (CCaaS) solution that enables organizations to manage omnichannel customer service, optimizing conversation assignment, intelligent routing, and the agent and customer experience.
What types of companies can benefit from Dynamics 365 Contact Center?
The platform is designed for companies that manage customer service through multiple channels (voice, chat, messaging, email) and seek to improve operational efficiency and customer satisfaction through modern technology and automation.
What key features does Dynamics 365 Contact Center offer?
It includes omnichannel management, intelligent conversation routing, queues and workstreams, operational monitoring, CRM integration, and the use of artificial intelligence to optimize customer service.
Does the course teach how to technically configure the platform?
No. The course is oriented towards functional understanding and navigation of the Dynamics 365 Contact Center environment, not advanced technical configurations or complex implementations.
Does this course help me understand the work of agents and supervisors?
Yes. The course focuses on the daily workflows of agents and supervisors, helping to understand how they interact with the platform in a modern contact center.
