After this day you can find your way around Dynamics 365 Contact Center and explain how it fits together. You will understand how requests from phone, chat and other channels reach the right person through queues and workstreams, how representatives resolve cases with AI assistance and a shared workspace, and how supervisors manage workload and metrics. The course suits representatives and team leads who will work with the platform, as well as anyone preparing or assessing a rollout in their organisation. No technical background is required.
What you’ll take away.
- Describe the building blocks of Dynamics 365 Contact Center and explain what they add to customer service
- Follow how queues, workstreams and routing rules assign incoming requests
- Work in the representative workspace, including its AI assistance and collaboration features
- Use supervisor views to keep track of workload, metrics and live conversations
Your training in detail
- Who is it for?
- Service representatives, customer service team leads, and project members or decision-makers who want to understand, evaluate or introduce a contact-centre-as-a-service solution based on Dynamics 365.
- Prerequisites
- No technical background is needed. A basic understanding of everyday customer service processes helps you place the examples.
- Format & planning
- Standard length: 1 training day. A different length can be arranged for companies.
Agenda: from understanding to application
Our independently developed agenda proposal. Focus areas, lab environment and scope are agreed before booking.
Modern contact centres: channels, customer expectations and the idea behind CCaaS
Dynamics 365 Contact Center at a glance, including how it works with Microsoft and third-party CRM systems
Work allocation: queues, workstreams and routing across channels
A representative's day: unified workspace, AI support and collaboration
The supervisor's view: real-time monitoring, analytics and improving operations
Walking through scenarios and answering questions about your own rollout
You follow a customer request from arrival through routing to handling by a representative, then check which metrics a supervisor sees for that same case.
Exams, licences & credentials
This introductory course has no exam. Microsoft's course page for AB-7011 does not list a related certification. It is not an official Microsoft course unless the offer says so explicitly.
Vendor references & review date
Sources checked on 2026-11-10. These sources describe the technology or external exam requirements. They do not imply a partnership with NextNowa.
Your learning content
These objectives describe the training topic. The specific syllabus, dates and trainer are agreed before booking; the written offer is binding.
Frequently asked questions
Do I need a technical background?
No. The course is aimed at users and decision-makers and only assumes a basic grasp of customer service processes.
Is there an exam for AB-7011?
No. The course has no exam, and Microsoft's course page for AB-7011 does not list a related certification.
Does the course cover configuration?
The focus is on features and workflows. You learn enough about routing and work allocation to understand the settings, but in-depth administration is not part of the course.
Does AB-7011 Introduction to navigating the modern Contact Center: getting started with Dynamics 365 Contact Center include a certificate?
This introductory course has no exam. Microsoft's course page for AB-7011 does not list a related certification. It is not an official Microsoft course unless the offer says so explicitly.