Introduction to navigating the modern Contact Center (M-AB7011)

Discover how modern contact centers work—explore intelligent routing, omnichannel conversations, and day to day workflows in Dynamics 365 Contact Center.This course introduces Microsoft Dynamics 365 Contact Center, focusing on its core features and user experiences. Participants will gain an understanding of the platform's work allocation capabilities, learn how conversations are efficiently routed, and explore the day-to-day workflows of both Contact Center representatives and supervisors. By the end of the course, learners will be equipped with the knowledge to navigate and manage the Dynamics 365 Contact Center environment effectively.