Contact Center Modernization with Microsoft Power Platform and Dynamics 365

Course Description

This SkillDynamo course develops practical, role-relevant capability in modernizing contact-center operations with Dynamics 365, Dataverse, Power Apps, Power Automate, Power BI, Copilot, integration, and service governance. The learning path progresses from planning and essential concepts to implementation, validation, troubleshooting, and operational use.

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

The course helps professionals build dependable skills, explain their decisions, identify failure points, and create an actionable improvement plan that can be applied to future projects.

What You Will Learn

• Map channels, agents, customers, cases, knowledge, service levels, and business outcomes
• Design Dynamics 365, Dataverse, Power Platform, telephony, and integration components
• Plan identity, data, security, availability, licensing, and operational ownership
• Configure case, queue, routing, knowledge, timeline, and customer information experiences
• Build Power Apps interfaces for agents, supervisors, and service teams
• Apply accessibility, context, validation, and productivity standards
• Automate routing, notifications, approvals, escalations, and follow-up activities
• Use Copilot and AI-supported capabilities with grounding and human review

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.