AB-250: Transform contact center experiences with AI in Dynamics 365

Course Description

This SkillDynamo course develops practical, role-relevant capability in transforming contact-center operations with Dynamics 365 and AI for channels, routing, agent productivity, self-service, analytics, security, and go-live. The learning path progresses from essential concepts and planning to implementation, validation, troubleshooting, and operational use.

Learners work through realistic scenarios, guided demonstrations, applied exercises, and evidence-based reviews. Every topic is connected to workplace responsibilities, common risks, quality controls, and measurable outcomes.

The course helps professionals make informed decisions, identify failure points, communicate results, and create an actionable improvement plan for future projects.

What You Will Learn

• Design contact-center architecture, workstreams, channels, sessions, customer context, capacity, and service objectives
• Configure voice, chat, messaging, digital channels, presence, conversation controls, and unified agent experiences
• Use Copilot, generative AI, summaries, suggested responses, knowledge assistance, sentiment, and quality support
• Apply responsible AI, grounding, permissions, human review, escalation, privacy, and agent-adoption controls
• Configure queues, routing rules, skills, assignment, IVR, bots, cases, entitlements, SLAs, and knowledge
• Design self-service, handoff, fallback, exception, notification, and cross-channel continuity processes
• Analyze conversations, service levels, quality, sentiment, agent performance, customer outcomes, and operational trends
• Apply security, compliance, monitoring, testing, cutover, training, support, and continuous-improvement practices

SkillDynamo Training Approach

SkillDynamo delivers this course through demonstrations, hands-on exercises, scenario analysis, validation checklists, structured troubleshooting, solution reviews, and a final improvement plan. Learners repeatedly practice planning, implementation, evidence collection, testing, correction, and communication so the skills transfer confidently into real workplace situations.