Summary
In this module, you learned about the Dynamics 365 Contact Center and its various features. The Contact Center admin center app is pre-installed on all Dynamics 365 Contact Center instances. You can use this app to set up features, such as unified routing, knowledge articles, channels, voice, and agent experience profiles. The module also covered the two Power Automate solutions from Dynamics 365 Contact Center that allow for connections with ServiceNow and various custom CRM systems. Furthermore, you learned about the role of generative AI in revolutionizing customer service and how Dynamics 365 Contact Center integrates this technology into the contact center workflow.
The main takeaways from this module include:
- How to configure the Contact Center admin center app and the benefits of using the Power Automate data connectors.
- The importance of generative AI in enhancing customer service and how Dynamics 365 Contact Center uses this technology.
- The Dynamics 365 Contact Center conversation widget and how you can integrate it into any webpage or application.
- The Contact Center workspace application in Dynamics 365 Contact Center, which offers a robust agent desktop with Copilot capabilities and collaboration tools.
For more information, see Documentation resources on Dynamics 365 Contact Center.