Course Overview of AB-7011: Introduction to Navigating the Modern Contact Center

This course introduces learners to the fundamentals of modern contact centers using Microsoft Dynamics 365 Contact Center. It focuses on how organizations can deliver seamless, omnichannel customer experiences by leveraging intelligent routing, automation, and AI-driven insights.

Participants will explore how agents and supervisors interact with the system to manage customer engagements efficiently across multiple channels.

After completing AB-7011, participants will be able to:

  • Understand the fundamentals of modern contact center operations
  • Explore omnichannel engagement capabilities (chat, voice, email, etc.)
  • Navigate agent and supervisor experiences in Dynamics 365 Contact Center
  • Understand work distribution, queues, and routing concepts
  • Identify how AI and automation enhance customer service delivery

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Key Features of AB-7011: Introduction to Navigating the Modern Contact Center

  • Overview of Dynamics 365 Contact Center capabilities

  • Introduction to omnichannel customer engagement

  • Real-world scenarios of agent and supervisor workflows

  • Understanding intelligent routing and queue management

  • Insights into AI-powered assistance and automation

  • Conceptual demonstrations (minimal hands-on)

  • Instructor-led sessions with practical use cases

Who should Attend AB-7011: Introduction to Navigating the Modern Contact Center?

  • Customer service representatives and team leads
  • Business users exploring contact center solutions
  • Managers and decision-makers in customer experience roles
  • Beginners interested in Dynamics 365 Customer Service

Prerequisites of AB-7011: Introduction to Navigating the Modern Contact Center

  • Basic understanding of customer service concepts and Copilot Studio
  • No prior technical or coding experience required

    • Why choose CloudThat as your training partner for AB-7011?

    • Authorized Microsoft training partner offering official content
    • Expert-led sessions with real-world scenarios
    • Compact 1-day format for quick learning
    • Post-course support, Q&A, and learning resources

    Learning Objectives of AB-7011:

    • Understand the core concepts of Dynamics 365 Contact Center and IVR capabilities
    • Configure and deploy the Voice channel in Dynamics 365 Customer Service
    • Design and implement voice-enabled IVR agents using Microsoft Copilot Studio
    • Enable multilingual voice experiences for diverse customer interactions
    • Apply routing, channels, and automation to improve customer service workflows
    • Build scalable IVR solutions with real-time updates using rules and integrations

    Course Outline AB-7011: Introduction to Navigating the Modern Contact Center Download Course Outline

    Certification Details of AB-7011: Introduction to Navigating the Modern Contact Center

    • Certificate of Completion (no exam required)
    • Microsoft Learn achievement associated with course completion
    • Digital badge (where applicable

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    Course ID: 28440

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    FAQs for AB-7011: Introduction to Navigating the Modern Contact Center

    One full day of instructor-led training (ILT).

    This course is designed for business users, customer service professionals, and anyone interested in understanding modern contact center solutions using Dynamics 365.

    No, this is a beginner-level course and does not require any coding knowledge.

    This course is primarily conceptual with demonstrations and limited hands-on exposure.

    Enquire Now