Last Updated: Aug 26, 2026
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| Section | Objectives |
|---|---|
| Topic 1: Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
| Topic 2: Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
| Topic 3: Design AI-enabled contact center experiences | - Implement AI-assisted agent experiences with Copilot - Configure Dynamics 365 Customer Service capabilities |
| Topic 4: Implement omnichannel engagement | - Enable voice and unified routing scenarios - Configure digital messaging and chat channels |
| Topic 5: Knowledge and case management with AI | - Implement case routing and automation rules - Configure knowledge base for agent assistance |
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