{"id":57803,"date":"2026-04-15T06:20:53","date_gmt":"2026-04-15T06:20:53","guid":{"rendered":"https:\/\/www.eccentrix.ca\/?post_type=formation&#038;p=57803"},"modified":"2026-04-21T14:58:19","modified_gmt":"2026-04-21T14:58:19","slug":"contact-center-dynamics-365-ab-7011","status":"publish","type":"formation","link":"https:\/\/www.eccentrix.ca\/en\/courses\/microsoft\/dynamics-365\/contact-center-dynamics-365-ab-7011\/","title":{"rendered":"Introduction to navigating the modern Contact Center (AB-7011)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"57803\" class=\"elementor elementor-57803 elementor-57790\" data-elementor-post-type=\"formation\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7c904ea e-flex e-con-boxed e-con e-parent\" data-id=\"7c904ea\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-326cc8c7 e-con-full e-flex e-con e-child\" data-id=\"326cc8c7\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-21b6e59c elementor-widget elementor-widget-heading\" data-id=\"21b6e59c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Introduction to navigating the modern Contact Center AB-7011 Training Plan: Detailed Modules<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e5e29af elementor-widget elementor-widget-accordion\" data-id=\"7e5e29af\" data-element_type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-2121\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-2121\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 1: Get started with Dynamics 365 Contact Center<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2121\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-2121\"><ul class=\"margin-left-none\"><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.overview-contact-center\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Overview of Dynamics 365 Contact Center<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.administer-contact-center\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Administer Dynamics 365 Contact Center<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.next-generation-self-service\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Next generation self-service<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.integration-non-microsoft-services\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Integration with non-Microsoft services<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.set-up-embedded\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Service representative experience for Dynamics 365 Contact Center<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.connectors\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Connectors<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.channels\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Channels in Dynamics 365 Contact Center<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.unified-routing\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Unified routing in Dynamics 365 Contact Center<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.contact-center-management\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Contact center management<\/div><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-2122\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-2122\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 2: Deploy a Voice channel in Dynamics 365 Customer Service<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2122\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-2122\"><ul class=\"margin-left-none\"><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.2-provision\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Set up and provision the Voice channel<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.3-define-queues\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Define voice queues<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.4-configure-workstream\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Set up a voice workstream<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.5-call-routing\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Call routing<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.6-calls\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Make and receive calls<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.6a-analytics\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Historical analytics, reports, and call insights<\/div><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-2123\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-2123\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 3: Set up a Microsoft Copilot Studio agent for voice<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2123\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-2123\"><ul class=\"margin-left-none\"><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-bizapps.pva-voice.setup-extensions\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Deploy the necessary extensions<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-bizapps.pva-voice.configure-handoff\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Set up the handoff to your customer service application<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-bizapps.pva-voice.enabling-voice\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Set up for voice<\/div><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-2124\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-2124\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 4: Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2124\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-2124\"><ul class=\"margin-left-none\"><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.multilingual-voice-agents-ivr-contact-center.prerequisites-and-setup\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Prerequisites and setup for configuring multilingual voice agents<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.multilingual-voice-agents-ivr-contact-center.configure-for-mid-call-language-switch-use-case\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Configure for mid-call language switch use case<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.multilingual-voice-agents-ivr-contact-center.configure-for-language-by-dialed-number-use-case\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Configure for language by dialed number use case<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.multilingual-voice-agents-ivr-contact-center.escalation-to-agent-based-on-the-language\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Escalation to agent based on the language<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.multilingual-voice-agents-ivr-contact-center.important-configuration-information\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Important configuration information<\/div><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-2125\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-2125\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 5: Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2125\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-2125\"><ul class=\"margin-left-none\"><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.create-dynamic-welcome-message\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Create a dynamic welcome message in Power Apps<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.create-user-friendly-ui\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Create a user-friendly UI for business administrators<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.create-your-copilot-agent\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Create your Copilot agent<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.test-the-agent\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Test the agent<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.update-the-welcome-message-dynamically\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Update the welcome message dynamically<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.test-the-copilot-agent-with-the-new-message\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Test the Copilot agent with the new message<\/div><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6efbe061 e-con-full e-flex e-con e-child\" data-id=\"6efbe061\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-132b38b elementor-widget elementor-widget-heading\" data-id=\"132b38b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Recommended prerequisite knowledge<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-31800199 elementor-widget elementor-widget-text-editor\" data-id=\"31800199\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"mb-1 mt-2 whitespace-pre-line leading-relaxed first:mt-0\" data-sentry-component=\"P\" data-sentry-source-file=\"p.tsx\">A basic understanding of contact centers and customer service (agent\/supervisor roles), as well as omnichannel and CRM concepts, is recommended. Familiarity with Dynamics 365 and Microsoft 365 tools is an asset, but not required.<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-18428330 e-flex e-con-boxed e-con e-parent\" data-id=\"18428330\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4beaf844 elementor-widget elementor-widget-heading\" data-id=\"4beaf844\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Eccentrix Corner Articles : Dynamics 365 modern Contact Center resources AB-7011<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b55ba83 elementor-widget elementor-widget-text-editor\" data-id=\"b55ba83\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Explore our technical articles on Dynamics 365 Contact Center AB-7011 published on Eccentrix Corner. These resources delve into key concepts, share best practices, and provide practical guides to maximize your learning and success. Our experts share real-world insights to help you master Microsoft Dynamics 365 with the Contact Center.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-04595f7 elementor-grid-2 elementor-posts--thumbnail-left elementor-grid-tablet-1 elementor-posts--align-left elementor-grid-mobile-1 elementor-widget elementor-widget-posts\" data-id=\"04595f7\" data-element_type=\"widget\" data-settings=\"{&quot;classic_columns&quot;:&quot;2&quot;,&quot;classic_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:25,&quot;sizes&quot;:[]},&quot;classic_columns_tablet&quot;:&quot;1&quot;,&quot;classic_columns_mobile&quot;:&quot;1&quot;,&quot;classic_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;classic_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"posts.classic\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-classic elementor-grid\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-35672 post type-post status-publish format-standard has-post-thumbnail hentry category-eccentrix-corner tag-cloud tag-microsoft-365\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/understanding-crm-and-erp-beyond-the-acronyms\/\" tabindex=\"-1\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"72\" src=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications-300x72.png\" class=\"attachment-medium size-medium wp-image-35685\" alt=\"Image representing components of CRM and ERP - Eccentrix\" srcset=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications-300x72.png 300w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications-1024x245.png 1024w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications-768x184.png 768w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications-1536x368.png 1536w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications.png 1922w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h5 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/understanding-crm-and-erp-beyond-the-acronyms\/\" >\n\t\t\t\tUnderstanding CRM and ERP: Beyond the Acronyms\t\t\t<\/a>\n\t\t<\/h5>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-19034 post type-post status-publish format-standard has-post-thumbnail hentry category-eccentrix-corner tag-cloud tag-microsoft-365\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/how-microsoft-dynamics-365-and-power-platform-work-together\/\" tabindex=\"-1\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"72\" src=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together-300x72.jpg\" class=\"attachment-medium size-medium wp-image-19032\" alt=\"Image showing how Microsoft Dynamics 365 and Power Platform Work Together - Eccentrix\" srcset=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together-300x72.jpg 300w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together-1024x245.jpg 1024w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together-768x184.jpg 768w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together-1536x368.jpg 1536w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together.jpg 1922w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h5 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/how-microsoft-dynamics-365-and-power-platform-work-together\/\" >\n\t\t\t\tHow Microsoft Dynamics 365 and Power Platform Work Together\t\t\t<\/a>\n\t\t<\/h5>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-2021 post type-post status-publish format-standard has-post-thumbnail hentry category-eccentrix-corner tag-cloud tag-microsoft-365\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/core-elements-of-dynamics-365-business-central\/\" tabindex=\"-1\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"72\" src=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central-300x72.png\" class=\"attachment-medium size-medium wp-image-1897\" alt=\"An image showing people collaborating, referring to the Dynamics 365 Business Central - Eccentrix\" srcset=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central-300x72.png 300w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central-1024x245.png 1024w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central-768x184.png 768w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central-1536x368.png 1536w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central.png 1922w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h5 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/core-elements-of-dynamics-365-business-central\/\" >\n\t\t\t\tCore Elements of Dynamics 365 Business Central\t\t\t<\/a>\n\t\t<\/h5>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-2055 post type-post status-publish format-standard has-post-thumbnail hentry category-eccentrix-corner tag-cloud tag-microsoft-365 tag-power-platform\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/unlocking-data-power-a-deep-dive-into-microsoft-dataverse\/\" tabindex=\"-1\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"72\" src=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse-300x72.jpg\" class=\"attachment-medium size-medium wp-image-18187\" alt=\"Image showing Power Platform in the context of data and application use - Eccentrix\" srcset=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse-300x72.jpg 300w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse-1024x245.jpg 1024w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse-768x184.jpg 768w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse-1536x368.jpg 1536w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse.jpg 1872w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h5 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/unlocking-data-power-a-deep-dive-into-microsoft-dataverse\/\" >\n\t\t\t\tUnlocking Data Power: A Deep Dive into Microsoft Dataverse\t\t\t<\/a>\n\t\t<\/h5>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-12373 post type-post status-publish format-standard has-post-thumbnail hentry category-eccentrix-corner tag-microsoft-365 tag-power-platform\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/power-platform-integration-seamlessly-connecting-data-and-applications\/\" tabindex=\"-1\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"72\" src=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf-300x72.png\" class=\"attachment-medium size-medium wp-image-12371\" alt=\"An image showing Power Platform in the context of data and applications use - Eccentrix\" srcset=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf-300x72.png 300w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf-1024x245.png 1024w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf-768x184.png 768w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf-1536x368.png 1536w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf.png 1922w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h5 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/power-platform-integration-seamlessly-connecting-data-and-applications\/\" >\n\t\t\t\tPower Platform Integration: Seamlessly Connecting Data and Applications\t\t\t<\/a>\n\t\t<\/h5>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fed83e1 e-flex e-con-boxed e-con e-parent\" data-id=\"fed83e1\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-66ecbe1 elementor-widget elementor-widget-heading\" data-id=\"66ecbe1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Dynamics 365 Contact Center Training - Modern Navigation and CCaaS Fundamentals (AB-7011)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7fb659c elementor-widget elementor-widget-text-editor\" data-id=\"7fb659c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The AB-7011 (Dynamics 365 Contact Center) course introduces participants to the fundamentals of a modern contact center as a service (CCaaS) and how to navigate the Dynamics 365 environment. It focuses on essential platform features, including work allocation, efficient conversation routing, and the daily workflows of agents and supervisors.<\/p><p>Designed for business users, managers, and customer service teams looking to get started with CCaaS, this course helps you understand how a modern contact center can support your organization: omnichannel communication, integration with internal or third-party CRMs, improved agent productivity through AI and collaboration tools, and a clear understanding of the key components of a contact center solution.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f3cfffd elementor-widget elementor-widget-heading\" data-id=\"f3cfffd\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Why choose the AB-7011 course?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85e4d81 elementor-widget elementor-widget-text-editor\" data-id=\"85e4d81\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Modern contact centers (CCaaS) have become essential for delivering a consistent, omnichannel customer experience while improving agent productivity and service quality. The AB-7011 course helps you understand how Dynamics 365 Contact Center structures daily work: interaction allocation, efficient conversation routing, and operational journeys for agents and supervisors.<\/p><p>By completing this course, you will develop a solid foundation to contribute to the modernization of customer support, improve collaboration with CRM and operations teams, and participate in the implementation of more effective contact center practices (collaboration tools, AI, integrations). This will enhance your career prospects in customer service, contact center operations, and customer experience roles.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8f9e97f elementor-widget elementor-widget-heading\" data-id=\"8f9e97f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Key Skills Developed in the Training<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c3fd4a elementor-widget elementor-widget-text-editor\" data-id=\"5c3fd4a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li><p>Master the fundamentals of Dynamics 365 Contact Center (CCaaS)<br \/>Learn how to navigate the environment, understand the key components of a modern contact center, and navigate the user experience.<\/p><\/li><li><p>Understand work allocation and conversation routing<br \/>Discover how interactions are efficiently distributed and routed to ensure fast and consistent support, based on rules and operational needs.<\/p><\/li><li><p>Execute daily agent workflows<br \/>Explore the essential steps in an agent&#8217;s work: managing conversations, tracking interactions, and best practices for maintaining productivity across multiple channels.<\/p><\/li><li><p>Understand supervisor workflows<br \/>Become familiar with typical supervisor activities: operational monitoring, agent coaching, and understanding the drivers that support quality of service.<\/p><\/li><li><p>Position the solution within an omnichannel and CRM ecosystem<br \/>Understand how a modern contact center integrates with internal or third-party CRM systems, and how AI and collaboration tools can support support efficiency.<\/p><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73cce34 elementor-widget elementor-widget-heading\" data-id=\"73cce34\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Instructor-led comprehensive training<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fc49e9a elementor-widget elementor-widget-text-editor\" data-id=\"fc49e9a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This training is delivered by experienced Dynamics 365 Contact Center trainers. Participants benefit from interactive sessions, real-world scenarios, and hands-on exercises focused on navigation, work allocation, conversation routing, and the daily workflows of agents and supervisors. The goal: to quickly build confidence and independence in using a modern Contact Center as a Service (CCaaS) with Dynamics 365.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e0d236d elementor-widget elementor-widget-heading\" data-id=\"e0d236d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Who Should Attend?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42e666b elementor-widget elementor-widget-text-editor\" data-id=\"42e666b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Managers and customer service teams who want to discover how a modern Contact Center as a Service (CCaaS) works with Dynamics 365<\/li><li>Contact center agents (representatives) who want to understand navigation, conversation routing, and daily work allocation<\/li><li>Supervisors\/team leaders who need to master supervisory workflows and the operational basics of the platform<\/li><li>Business users and stakeholders (CX, operations, CRM) who want to understand how Dynamics 365 Contact Center integrates with an internal or third-party CRM ecosystem and supports an omnichannel strategy<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5a3f5bf elementor-widget elementor-widget-heading\" data-id=\"5a3f5bf\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Optimize your customer service with Dynamics 365 Contact Center<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-77f4fad elementor-widget elementor-widget-text-editor\" data-id=\"77f4fad\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The Dynamics 365 Contact Center \u2013 Introduction to Navigation in the Modern Contact Center (AB-7011) course provides you with the essential foundations for understanding a modern contact center (CCaaS): navigation, work allocation, conversation routing, and the daily workflows of agents and supervisors. Enroll today to boost your operational efficiency and contribute to a smoother omnichannel customer experience with Dynamics 365.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1e488c6 e-flex e-con-boxed e-con e-parent\" data-id=\"1e488c6\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6a442ba elementor-widget elementor-widget-heading\" data-id=\"6a442ba\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Frequently Asked Questions \u2013 Microsoft AB-7011 Training (FAQ)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1cd29ac e-flex e-con-boxed e-con e-parent\" data-id=\"1cd29ac\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6f46df9 elementor-widget elementor-widget-accordion\" data-id=\"6f46df9\" data-element_type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1161\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-1161\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What topics are covered in this training?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1161\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-1161\"><p>The AB-7011 course covers the fundamentals of Dynamics 365 Contact Center and a modern contact center (CCaaS). You will learn about interface navigation, key features of the solution, work allocation, conversation routing, and the daily workflows of agents and supervisors.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1162\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-1162\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Who is this training for?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1162\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-1162\"><p>It is aimed at contact center agents and supervisors, customer service teams, as well as business users (CX\/ops\/CRM) who want to understand how Dynamics 365 Contact Center works and how a CCaaS can support an omnichannel strategy.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1163\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-1163\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Are there any prerequisites for this training?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1163\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-1163\"><p>No advanced technical skills are required. A basic understanding of customer service, contact centers, omnichannel concepts, and CRM environments is recommended. Familiarity with Dynamics 365 and Microsoft 365 is an asset, but not required.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1164\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-1164\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What tools and technologies are discussed?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1164\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-1164\"><p>You will work with Dynamics 365 Contact Center (agent experience and supervision), and you will see how the solution fits into a CRM and omnichannel environment. The training also covers, at an introductory level, the contribution of Microsoft 365 tools and the AI \u200b\u200band collaboration capabilities that support productivity and service quality.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1165\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-1165\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">How can this training benefit my career?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1165\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-1165\"><p>AB-7011 gives you a clear and operational foundation on how a modern contact center works in Dynamics 365. 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