Microsoft Dynamics 365 Contact Center Video Training

Microsoft is doing an awesome job with loads of training videos for Partners, but I found them to generic and broad.

With this video series I'm trying to give you more bite-sized videos on all the specific topics regarding the Dynamics 365 Contact Center (with a sidestep towards Case Management here and there ;) ).

Underneath are the topics that are on my current list to produce together with the links to the YouTube videos for the ones that are already there.

Or check out my full YouTube Channel here: Power Pete - YouTube

As you can see this list is growing rapidly, so if you have requests or ideas please drop me a message!

1. Initialization

1.1 – Licensing and Environment Setup
1.2 – Provisioning Channels
1.3 – Voice Reference Architectures
1.4 – Provisioning ACS
1.5 – Setting up Direct Routing
1.6 - Capacity
1.7 – Skills
1.8 - Concept of Workstreams
1.9 - Concept of Queues
1.10 - Concept of Routing

2. Channel Configuration

2.1 – Voice Channel

2.1.1 – Acquiring numbers through Microsoft
2.1.2 – Set up the Voice Channel
2.1.3 – Set up the Voicemail Channel
2.1.4 – Overflow rules
2.1.5 – Changing the wait music
2.1.6 – Enabling direct callback
2.1.7 – Changing the default notifications
2.1.8 – Changing the default voice for notifications
2.1.9 – IVR / Voice bots for self service - introduction

2.2 – Chat Channel

2.2.1 – Set up the Chat Channel
2.2.2 – Set up Live Chat on your website
2.2.3 – Change the appearance of your chat widget
2.2.4 – Set up pre-survey questions
2.2.5 – Set up post-survey questions
2.2.6 – Set up Real Time Translations
2.2.7 – Set up Quick Replies
2.2.8 – Chat bots for self service - introduction

2.3 – SMS Channel

2.3.1 – Set up the SMS Channel through Microsoft
2.3.2 – Set up the SMS Channel through Twilio

2.4.1 – Set up the WhatsApp Channel through Microsoft
2.4.2 – Set up the WhatsApp Channel through Twilio
2.4.3 – Set up the Facebook Channel
2.4.4 – Set up the Teams Channel
2.4.5 – Set up the Line Channel
2.4.6 – Set up the Apple Messages for Business Channel

2.5 – E-mail / Record Channel

2.5.1 – Set up the E-mail / Record Channel
2.5.2 – Set up Automatic Record Creation (ARC) rules

3. Agent Interface

3.1 – Experience profiles
3.2 – Session templates
3.3 – Notification templates
3.4 – Associating templates with workstreams
3.5 – Experience Profiles
3.6 – Inbox for Service Representatives

4. Intelligence & AI

4.1 – Copilot for questions and emails
4.2 – Copilot summaries
4.3 – Knowledge creation with Copilot
4.4 – Intent agent
4.1 – Copilot for questions and emails

5. Knowledge Management

6. Case Management

6.1 – Set up Entitlements
6.2 – Set up SLA's

7. Workforce Management & Monitoring

7.1 – Set up shifts
7.2 – Set up forecasting
7.3 – Planning
7.4 – Shift swapping
7.5– Shift bidding
7.6– Shift calendars
7.7 – Dashboarding & Reporting

8. Integration & Best Practices

9. Advanced configurations

9.1 – Create Custom Roles / Persona Mapping