Training goals
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 CCaaS solutions, and enabling Copilot and agent capabilities.
Audience Profile:
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.
Additional information
| Prerequisites | No prerequisites specified at the course level. Individual learning paths suggest experience with Copilot Service admin center, workstreams, queues, and security roles. |
|---|---|
| Difficulty level | |
| Duration | 3 days |
| Certificate | The participants will obtain certificates signed by Microsoft (course completion). This course will help prepare you for the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (beta) certification, which is available through the Pearson VUE test centers. |
| Trainer | Microsoft Certified Trainer (MCT) |
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