AB-7011MSMicrosoftMS-AB-70111.0<p>This course is intended for you if you&rsquo;re seeking to start your journey using Contact Center as a Service (CCaaS). You aim to grasp how Contact Center as a Service (CCaaS) can benefit your organization by recognizing the importance of modern contact centers, integrating with both first- and third-party CRM systems, and efficiently assisting and resolving support-related challenges. You also seek to communicate seamlessly across multiple channels, enhance customer service representative productivity using AI and collaboration tools, and develop a comprehensive understanding of the essential components that make up CCaaS solutions.</p><h4>Explore Dynamics 365 Contact Center</h4><ul> <li>Introduction</li><li>Compare embedded and standalone contact center modes</li><li>Explore contact center channels in Dynamics 365</li><li>Enable chat communication in Dynamics 365 Contact Center</li><li>Explore the voice channel in Dynamics 365 Contact Center</li><li>Explore Azure Communication Services in Dynamics 365 Contact Center</li><li>Use agents and Copilot in Dynamics 365 Contact Center</li><li>Manage knowledge in Dynamics 365 Contact Center</li><li>Enable self-service in Dynamics 365 Contact Center</li><li>Optimize workforce engagement in Dynamics 365</li><li>Module assessment</li><li>Summary</li></ul> <h4>Describe work allocation capabilities</h4><ul> <li>Introduction</li><li>Organize and manage work using queues in Dynamics 365 Contact Center</li><li>Define workstreams in Dynamics 365 Contact Center</li><li>Describe routing capabilities in Dynamics 365 Contact Center</li><li>Module assessment</li><li>Summary</li></ul> <h4>Describe Dynamics 365 Contact Center representative experience</h4><ul> <li>Introduction</li><li>Configure the representative experience in the Customer Service admin center</li><li>Manage customer interactions in the Copilot Service workspace</li><li>Describe experience profiles and productivity tools in Dynamics 365 Contact Center</li><li>Collaborate effectively using Microsoft Teams in Dynamics 365 Contact Center</li><li>Module assessment</li><li>Summary</li></ul> <h4>Describe Dynamics 365 Contact Center supervisor experience</h4><ul> <li>Introduction</li><li>Monitor real-time analytics in Dynamics 365 Contact Center</li><li>Analyze historical analytics in Dynamics 365 Contact Center</li><li>Analyze forecast reports in Dynamics 365 Contact Center</li><li>Analyze knowledge analytics in Dynamics 365 Contact Center</li><li>Module assessment</li><li>Summary</li></ul>This course is intended for you if you’re seeking to start your journey using Contact Center as a Service (CCaaS). You aim to grasp how Contact Center as a Service (CCaaS) can benefit your organization by recognizing the importance of modern contact centers, integrating with both first- and third-party CRM systems, and efficiently assisting and resolving support-related challenges. You also seek to communicate seamlessly across multiple channels, enhance customer service representative productivity using AI and collaboration tools, and develop a comprehensive understanding of the essential components that make up CCaaS solutions.Explore Dynamics 365 Contact Center - Introduction - Compare embedded and standalone contact center modes - Explore contact center channels in Dynamics 365 - Enable chat communication in Dynamics 365 Contact Center - Explore the voice channel in Dynamics 365 Contact Center - Explore Azure Communication Services in Dynamics 365 Contact Center - Use agents and Copilot in Dynamics 365 Contact Center - Manage knowledge in Dynamics 365 Contact Center - Enable self-service in Dynamics 365 Contact Center - Optimize workforce engagement in Dynamics 365 - Module assessment - Summary Describe work allocation capabilities - Introduction - Organize and manage work using queues in Dynamics 365 Contact Center - Define workstreams in Dynamics 365 Contact Center - Describe routing capabilities in Dynamics 365 Contact Center - Module assessment - Summary Describe Dynamics 365 Contact Center representative experience - Introduction - Configure the representative experience in the Customer Service admin center - Manage customer interactions in the Copilot Service workspace - Describe experience profiles and productivity tools in Dynamics 365 Contact Center - Collaborate effectively using Microsoft Teams in Dynamics 365 Contact Center - Module assessment - Summary Describe Dynamics 365 Contact Center supervisor experience - Introduction - Monitor real-time analytics in Dynamics 365 Contact Center - Analyze historical analytics in Dynamics 365 Contact Center - Analyze forecast reports in Dynamics 365 Contact Center - Analyze knowledge analytics in Dynamics 365 Contact Center - Module assessment - Summary1 day517.00990.001690.00690.00675.00675.00690.00690.00690.00695.00