AB-250T00: Transform Contact Center Experiences with AI in Dynamics 365 Lab

This lab includes MS Learn content which is fully integrated in the account portal and lab environment.

This lab guides administrators through the end-to-end configuration of Microsoft Dynamics 365 Contact Center, using a continuous scenario in which the learner acts as the system administrator for a fictional specialty coffee equipment company. Working from an initial trial provisioning, learners progressively build a complete, multichannel contact center spanning live chat, voice, and Microsoft Teams collaboration, supported by skill-based routing, knowledge management, and Copilot-powered AI assistance. The labs develop practical skills in user and security administration, work distribution, channel and routing configuration, agent productivity tooling, AI agent deployment, and supervisor oversight. Because each lab builds on the previous one, the course produces a cohesive, working environment rather than a set of isolated exercises. By the end, administrators are equipped to deploy and govern a production-ready contact center that routes work intelligently, equips agents with knowledge and AI, and gives supervisors real-time visibility. 

Labs are available in English.