Microsoft Dynamics Contact Center Training
Microsoft Dynamics Contact Center Training
Microsoft Dynamics Contact Center Training is designed to equip customer service teams, CRM administrators, and consultants with the skills to deliver seamless, multi-channel support. This program provides in-depth knowledge of setting up contact centers, managing customer interactions, automating workflows, and leveraging AI-driven insights—all within the Dynamics 365 environment.
Prerequisites
- Basic understanding of CRM systems
- Familiarity with Microsoft 365 tools (e.g., Outlook, Teams)
- Some experience in customer support or case management preferred
Upon Completion of this Course, you will accomplish
- Set up and configure a fully functional Dynamics 365 Contact Center
- Handle customer conversations across chat, email, phone, and social channels
- Manage and track cases, service requests, and SLAs
- Automate support processes with workflows
- Generate real-time reports and dashboards for performance insights
- Customize and optimize the contact center for business needs
Course Content
| Course Name | Course Content | Duration ( Hrs ) | Delivery Content |
|---|---|---|---|
|
Microsoft Dynamics Contact Center |
30 Hours |
Online |
How does Microsoft Dynamics Contact Center help a business?
- Faster Resolutions: Reduced turnaround time for customer queries
- Enhanced Productivity: Automated workflows save agent time
- Omnichannel Engagement: Unified customer conversations across platforms
- Better Insights: Real-time dashboards enable proactive decisions
- Customer Satisfaction: Personalized, consistent support experiences
What qualities/skills in trainees help
- Customer-first mindset
- Problem-solving and analytical thinking
- Comfort with technology and new tools
- Good communication and collaboration skills
- Curiosity to explore automation and AI features
Job Heading
– Dynamics 365 Contact Center Administrator
– Customer Service Executive – Microsoft CRM
– CRM Functional Consultant – Service Module
– Contact Center Analyst
– Service Desk Support Specialist
– CRM Support Engineer
