Om kurset

Configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features.

In this course, learners focus on deploying and configuring contact center environments, including embedded and standalone modes, connecting data sources and third party Contact Center as a Service (CCaaS) solutions, and enabling Copilot and agent capabilities that enhance the customer and agent experience. The course emphasizes understanding how channels, users, and security settings work together to support scalable and efficient customer engagement.

Updated 6/2026

Dette lærer du

After this course participants should be able to:

• Configure and operate an intelligent contact centre using Dynamics 365 contact centre capabilities and built-in AI features.
• Deploy contact centre environments in both embedded and standalone modes.
• Integrate data sources and third-party Contact Center as a Service (CCaaS) solutions.
• Enable and configure Copilot and AI-assisted agent capabilities to enhance agent and customer.
• Configure channels, users, security, routing, and work distribution for scalable customer engagement across voice and digital channels.

Kursinnhold

Kurset dekker blant annet følgende temaer:

Module 1: Implement an AI-powered contact center with Dynamics 365
Module 2: Configure channels in Dynamics 365 Contact Center
Module 3: Empower customer service representatives in Dynamics 365 Contact Center
Module 4: Monitor and optimize Dynamics 365 Contact Center with AI-driven insights

Forkunnskaper

Participants should have:

• Basic understanding of contact centre concepts, including channels, agents, and customer engagement workflows.
• Foundational familiarity with Dynamics 365 Customer Service or similar contact centre solutions.

Hvem passer kurset for?

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. It is designed for learners who already understand basic contact center concepts and are ready to learn how to configure channels, users, security, work distribution, routing strategies, and AI assisted capabilities in real-world implementations. Learners use this course to build confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and supervisor oversight across voice and digital channels.

Videre kurs

None

Kommende kurs

Kursdatoer

Viser 5 av 5

23.11.2026

Kontakt oss

18.01.2027

Kontakt oss

18.01.2027

Kontakt oss

24.05.2027

Kontakt oss

12.07.2027

Kontakt oss

SG Partner

Hvorfor velge SG Partner?

Vi gjør det enkelt å finne riktig kurs og riktig gjennomføring for deg og din virksomhet.

Offisielle kurs

Kursinnhold fra anerkjente teknologileverandører og fagmiljøer.

Erfarne instruktører

Praktisk og faglig undervisning med fokus på kompetanse du kan bruke.

Fleksibel gjennomføring

Velg mellom tilgjengelige virtuelle, fysiske og bedriftsinterne kurs.

Personlig rådgivning

Vi hjelper deg med å finne kurs og kompetanseløp som passer behovet ditt.

FAQ

Ofte stilte spørsmål

Hvor lenge varer kurset?

Kursets oppgitte varighet er 3.

Kan jeg ta en sertifisering?

Kurset kan være relevant som forberedelse til sertifisering. Se kursbeskrivelsen for informasjon om aktuell sertifisering og eksamen.

Hvilke forkunnskaper trenger jeg?

Participants should have: • Basic understanding of contact centre concepts, including channels, agents, and customer engagement workflows. • Foundational familiarity with Dynamics 365 Customer Service or similar contact centre solutions.

Hvem passer kurset for?

Kan kurset leveres som bedriftsinternt kurs?

Ja.

Hvor kan kurset leveres?

Kurset kan leveres over hele Norge, blant annet i Oslo, Kristiansand, Stavanger, Bergen, Trondheim og Tromsø.